Modernizing Systems for Efficiency and Compliance at Washington State Gambling Commission (WSGC)

Customer Overview

Customer

Washington State Gambling Commission (WSGC)

Industry

Law Enforcement

Products and Services

  • Dynamics 365 Customer Service
  • Power Pages
  • SharePoint
  • Power BI

Client Challenge

The Washington State Gambling Commission needed a Commercial Off-The-Shelf (COTS) solution to replace their outdated systems. These legacy systems, which handled critical functions like license management, case management, timekeeping, and billing, were no longer viable. The organization required a modern system capable of managing their high volume of licensing applications and revenue while ensuring compliance with current security protocols.

Client Solution

MERP led the modernization initiative for WSGC, delivering a comprehensive solution built on the Power Platform and Dynamics 365. This initiative included: 

  1. License Management Modernization: Streamlined processes to handle over 20,000 annual licensing applications efficiently. 

  1. Integrated Financial Systems: Modernized billing and revenue tracking for accurate management of $18 million annually. 

  1. Enhanced Investigative Tools: Improved case management for law enforcement operations. 

  1. Data Migration and Ecosystem Creation: Executed complex data migration to create a cohesive digital ecosystem. 

  1. Process Automation: Automated critical workflows to boost efficiency and reduce manual effort. 

  1. Advanced Reporting and Analytics: Leveraged Power BI Pro for real-time insights and performance tracking. 

  1. Collaboration and Accessibility: Integrated SharePoint and Power Pages for centralized document management and improved accessibility.

  2. Security Enhancements: Ensured compliance with modern security protocols to protect sensitive information.  

Business Challenges

  1. End-of-Life Systems: Existing license management, case management, timekeeping, and billing systems were outdated and inefficient. 

  1. High Volume Processing: The legacy systems struggled to handle over 20,000 licensing applications annually. 

  1. Revenue Management Complexity: Managing $18 million in annual revenue required a more robust and accurate financial system. 

  1. Data Silos: Lack of integration between systems created inefficiencies and data accessibility challenges. 

Business Benefits

  1. Improved Efficiency: Automation of workflows and integration of systems streamlined operations, saving time and resources. 

  1. Enhanced Data Management: Centralized digital ecosystem provided better control and accessibility of critical data. 

  1. Compliance and Security: Modernized systems adhered to the latest security protocols, ensuring compliance with industry standards. 

  1. Scalability: The new solution supports over 20,000 licensing applications annually and accommodates future growth. 

  1. Increased Revenue Management: Streamlined financial systems ensured accurate tracking and management of $18 million in annual revenue. 

Key Features

  1. Integrated License Management: Comprehensive system to process and track over 20,000 licensing applications efficiently. 

  1. Case Management Automation: Improved case tracking and management for law enforcement operations. 

  1. Timekeeping and Billing: Automated time and billing systems for accurate and efficient operations. 

  1. Advanced Data Analytics: Power BI Pro integration enabled real-time reporting and actionable insights. 

  1. Centralized Collaboration: SharePoint integration facilitated better collaboration and document management. 

  1. Modern Security Protocols: Enhanced security features ensure compliance and protect sensitive information. 

  1. Power Platform Integration: Utilized Dynamics 365, Power Pages, and Power Apps for a cohesive and user-friendly digital ecosystem. 

This modernization effort transformed WSGC’s operations, providing a scalable and secure solution that supports their mission and growth. 

This solution addressed the county's immediate challenges and positioned them for long-term success by improving efficiency, reducing costs, and ensuring compliance with FOIA regulations.