7 - Producer Licensing



The Producer Licensing Department is responsible for the licensing of all individual and business entities in the business of insurance. The Department also issues Certification Letters, Clearance Letters, and duplicate or replacement licenses.

In particular, the Department processes all new license applications and renewal applications associated with more than ten license types.

7.1 Mission



· Ensure that individuals and business entities conducting the business of insurance in Massachusetts are qualified and in good standing, and that they conduct business within the requirements of the laws and regulations of the Commonwealth

  • Monitor the proper testing, implementation and enhancements of the new online licensing procedures for accuracy
  • Process all licensing applications in a timely and accurate manner
  • Respond to all licensing inquiries in a timely and accurate manner
  • Provide excellent customer service to our licensees
  • Properly train staff members to carry out mission of the Producer Licensing Department and that of the Division of Insurance

7.2 2008 Goals



Ensure the successful completion of the Producer Licensing online project - OLLIE II. This goal includes writing business rules for the new system.Complete

Ensure that the Online Producer Appointment (OPRA) renewal website is operational by mid-October, with insurers renewing within 45 days. The OPRA site went live on October 3, 2008 - one month soon than the previous year.Complete

Cross-train Department staff members on licensing procedures for 90% of all license types, including all aspects of online services.
Complete
Train Department staff members on all aspects of OLLIE II.
Complete

7.3 Primary Activities

Online Licensing of Individuals and Entities - OLLIE

OLLIE is an online insurance licensing system that offers individual insurance producers and business entity producers the opportunity to renew their licenses and update their profiles online. In 2008, the Producer Licensing Department participated in the development and design of OLLIE Phase II. OLLIE II sought to provide business entities - also known as insurance agencies - the ability to renew their producer licenses online. The goals of the project were to:

  • Enhance the OLLIE website for business entities
  • Enhance the internal licensing database - Consolidated Licensing and Regulation Information System (CLARIS)
  • Update the AgentFinder website



The development and implementation of OLLIE II was a collaboration between the Producer Licensing Department, Information Technology and the Administration Department. These departments worked together with the consultant contractor and his team. In the technical phase of the OLLIE II project, the Department assisted in determining the functionality of the website. The Department also assisted with writing the business rules, testing the software, and marketing OLLIE II to associations, licensees and consumers.

Department staff provided user acceptance test sessions to the marketing vendor. In addition, the Department invited business entity licensees to be beta testers and to provide comments and feedback on OLLIE II. An exit survey was developed and then completed by the beta testers and the system's first time users who were not beta testers.



The renewal process - formerly completed via paper applications only - is now greatly streamlined, thereby resulting in a reduction in turnaround time. Paper renewal applications are still permitted, and are used by those who do not wish to renew online. OLLIE license renewals can now be processed within 48 hours. The system is accessible 24/7 and frequent email communications from the Division inform producers of their application status.



The Department issues OLLIE PIN letters to all licensees who request such letters. In addition, all renewal letters now mailed to licensed producers include the PIN, which allows the licensees to log on to www.olliesisabreeze.com - either to renew online or to update their user profiles prior to their renewal dates. The Department is responsible for responding to all inquiries that arrive in the OLLIE Help Mailbox. The OLLIE Help Mailbox is assigned to one staff member weekly on a rotating basis.

AgentFinder



AgentFinder is a web-based tool allowing users to search a database containing all producer profiles. The tool connects consumers to insurance producers based on criteria provided by the consumer. It provides consumers with the ability to locate agents via a detailed search based on geography, products sold, or company affiliations. The Department receives and responds to all inquiries related to AgentFinder. AgentFinder was enhanced in 2008, allowing consumers to view branch office locations of those business entities who updated their user profiles on OLLIE.

OLLIE and AgentFinder are fast, easy and secure systems designed to better serve the needs of consumers and producers alike.

7.4 Special Activities

RFR for Testing Vendor

The Director of Producer Licensing and the Deputy Commissioner of Administration wrote a Request for Response (RFR), for the purpose of obtaining a testing and continuing education vendor. The current vendor's contract expires in April, 2009. The Director of Producer Licensing served as Team Leader of the Procurement Management Team (PMT). Additional members of the team included the Deputy Commissioner of Administration, the Continuing Education Committee Chairperson and two attorneys from the Legal Division. The team developed an evaluation scorecard and a reference checklist. Once bids were received, the team checked references and evaluated the bids. The final selection process will be announced in 2009.