Filnet | Clients | Case Studies: District of Columbia MBLR

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District of Columbia MBLR

Client Profile & Project Overview
Project Brief
Here's what people are saying

Client Profile & Project Overview

In 1998, the District of Columbia City Council required that all businesses - for-profit and non-profit - obtain a Master Business License if the business generates $2,000 or more in gross receipts, regardless of the age of the entity or business activity type. In order to make services more available to citizens, the city launched an online Master Business License application. In 2001, the District of Columbia Department of Consumer and Regulatory Affairs (DCRA) determined that the online application was under utilized, outdated and required re-engineering DCRA recognized that much of the information that they wanted constituents to know was buried deep inside the site and that the applications used to operate the site were unstable and fraught with errors.

Specifications

PROJECT CATEGORY:

eGovernment / Business License Application

URL:

mblr.dc.gov

TIMEFRAME:

Launched in April, 2000

TECHNOLOGY / APPLICATIONS DEPLOYED

Content Management (CMS) | Database Interactivity

Project Brief


	Challenges / Objectives


	Solution


	Results


	Challenges / Objectives


	Solution


	Results


	Challenges / Objectives


	Solution


	Results

DCRA challenged Filnet to evaluate the Master Business License online application and make recommendations that would make the process simple for citizens to understand, easy to use, and ultimately increase the number of District businesses who register and renew their businesses online as well as visit to get Master Business License information and forms.

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Filnet consulted with the Office of the Chief Technology Officer (OCTO) and DCRA and incorporated feedback collected from Master Business License applicants to design a new, more streamline and conversational application. Filnet analyzed the architecture of the original Master Business License online application and the web usage logs provided by DCRA. From this baseline data, Filnet determined that the original site had forms and information buried too deeply in the site's architecture, which made information difficult to for users to find. Through focus groups, Filnet also determined that the language on the site was confusing. All of these factors were driving business owners to the DCRA offices to pick up forms, ask questions and submit applications, which resulted in long lines, dissatisfied customers and frustrated employees.

Filnet recommendations for the Master Business License online application included re-engineering the site to make information easy to find. Filnet also added downloadable forms to the front-end of the site where business would intuitively look for them and upgraded the registration application technology to handle the enhanced functionality required by the Master Business License process. DCRA, OCTO, and Filnet also rewrote the language of the site to make it more conversational and better understood by applicants.

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The most recent upgrade of the Master Business License online application converts a series of complex business regulations, requiring robust backend applications, into a user-friendly application that customers can complete in 10 to 15 minutes following an easy step-by-step process -- including online payment. The new site also provides the option to either apply online or download all necessary forms to be mailed in at the customer's convenience. The revised Master Business License online application guides customers through the entire process even helping them determine up front whether or not they need to get a Master Business License.

While not all business categories may be processed online due to required inspections or approvals, the new site provides information on necessary requirements for all business categories. The online application even offers specialized paths for commercial establishments, home-based businesses, individuals with no fixed business location, and rental property owners, tailored to the specific requirements for those types of businesses.

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Here's what people are saying:

"Great Job! I would rather do this any day than miss a day of work to do this in person!"

"Finally, I benefit from my procrastination. Excellent online flow! Unable to grasp the forms and steps back in the Fall of '02, I'm glad I waited for this version: professional & simple. Thanks."

"This was great! The kind of Internet application that makes government people friendly. My thanks to all the people who made this happen. It has restored my faith in the DC government."

"This is the easiest online application I have ever completed."

"Well designed and easy to use."

Filnet is a minority owned web solutions company offering the following services: Web & Application Development, Database Administration, Web Design, Data Cleansing & Analysis, User Interface Development, Information Architecture, Systems Integration & Administration, Accessibility Compliance, IT Consulting. Filnet serves the following areas: Washington DC, Virginia, and Maryland.