Purpose of Practice
To improve service to distilled spirits customers in Oregon. • To streamline and speed processing of distilled spirits special orders.
Description of Practice
The Oregon Liquor Control Commission (OLCC) accepts special orders for distilled spirits products not regularly stocked in its product line. Until August 2005, the special order process was a cumbersome and time consuming one. Liquor agents in stores around the state manually filled out paperwork, submitted it to OLCC and waited for processing. But, beginning August 2005, liquor agents were able to place special orders online directly to OLCC. They can submit the requests through the existing Online Liquor Agent Services (OLAS) Web system developed in-house by OLCC. That existing OLAS system already allowed liquor agents to submit liquor regular orders and inventories electronically. The system is a Java Web application running on Tomcat, which uses servlets, JSPs, java classes and a Sybase database.
Success or Improvements
The electronic, online application has streamlined and expedited the special order process. Because of the processes’ efficiency, liquor agents quickly preferred electronic over paper ordering. At least seven processing days were saved per special order simply by avoiding using traditional mail for transmitting paper forms. During the online special order processes’ first month, OLCC processed three special order requests. Almost five years later, OLCC process more than 500 online special order processes per month on average.
Evaluation of the Practice
Popularity of the process indicates its success.
Name: Mark Hall, OLCC Information Technology Director
Address: 9079 SE McLoughlin Blvd., Portland, OR 97222