Case Study: Washington State Department of Licensing achieves person-centered performance management and improved customer equity with ClearPoint Strategy

Washington State Department of Licensing - Customer Case Study

The Washington State Department of Licensing, which serves six million residents, had an unwieldy, process‑centric performance system that had grown to more than 150 measures and made it difficult to see who was being underserved. Working with ClearPoint Strategy and using the ClearPoint platform, DOL set out to shift from process to people by adopting a person‑centered purpose and refocusing performance work on real customer needs and experiences.

ClearPoint Strategy helped DOL streamline their measures to the most mission‑critical metrics and use ClearPoint charts to visualize raw survey data, percentages and counts (not just averages), and qualitative feedback. As a result, DOL now highlights outliers and underserved groups, tells personal customer stories to leadership, and tracks a concise, customer‑centric set of measures—improving visibility into who is and isn’t being served and enabling more equitable service improvements.

Washington State Department of Licensing

Tony Griego

Planning and Performance Manager