Minnesota Department of Agriculture (MDA) Customer Service Transformation

Summary: The Minnesota Department of Agriculture (MDA) issues over 60 different credential types to over 65,000 credential holders (licenses, permits, certificates, or registrations). This project focuses on developing and implementing a Minimum Viable Product (MVP) to significantly expand our customers' ability to complete electronic applications, make payments, and conduct transactions with the MDA. Building upon MDA’s recent implementation of a Salesforce Customer Relationship Management (CRM) system, this new system lays the foundation for a future online customer portal, enabling MDA customers to view and manage all their data and transactions across the agency. 

Purpose and Goals: 

The purpose of this project is to modernize MDA’s business processes and aging IT systems, providing more consistent and responsive customer service. The specific goals include: 

• Expanding electronic application and payment capabilities for customers. 
• Building on the existing Salesforce CRM system to manage and oversee core customer data. 
• Laying the groundwork for a comprehensive online customer portal. 
• Streamlining business processes and improving service delivery. 

Strategic Investments and Preparations: 

MDA was well-positioned for success due to several strategic investments and preparations: 

• Resource Allocation: Significant investments in both human and financial resources to support the project. 
• Partnership with MNIT: Strong collaboration with MNIT staff to lead and transform MDA’s systems. 
• Customer Feedback: Conducted extensive external and internal feedback sessions to assess customer needs and desires. 
• IT Roadmap: A well-defined IT service transformation roadmap aligned with the agency’s strategic plan. 
• Vendor Relationship: Established relationship with a proven vendor to ensure timely commencement and a high probability of achieving project goals. 
• Proven Track Record: Demonstrated success with the recent implementation of a related project. 

Project Outcomes: 

The successful completion of this project will result in: 

• Digital Transformation: Transition manual, paper-based processes to a digital platform. 
• Electronic Payment Options: Provide options for electronic payments, especially beneficial for new customers. 

• Streamlined Processes: Enhance MDA’s business processes to offer a consistent and predictable customer experience. 
• Increased Efficiency: Improve speed and efficiency in processing licenses, certificates, and permits. 

Value: The implementation of a modern, secure, portal for customers to apply for, view and pay for licensing.  

Impact: The development and implementation of the MVP e-licensing system will mark a significant advancement in MDA's efforts to modernize its operations and enhance customer service. By leveraging the Salesforce CRM implementation and existing resources, MDA will successfully achieve the project’s objectives, establishing a strong foundation for future digital innovations and customer engagement strategies.