Case Study: Big Picture & WBVoP

OVERVIEW OF THE WEST VIRGINIA BOARD OF PHARMACY

The WVBOP oversees the licensure and regulation of pharmacists, pharmacy technicians,pharmacies, and various pharmaceutical facilities and distributors across the state. With over11,000 active licensees—including pharmacists, pharmacy interns, and pharmacies—the WVBOP isdedicated to safeguarding public health by ensuring the safe distribution of medications andpromoting best practices in the field of pharmacy.The agency faced challenges common to many regulatory bodies: handling high volumes ofapplications, renewals, and compliance-related documentation with limited staff and resources.Their existing processes relied heavily on paper-based systems and manual interventions,creating bottlenecks that delayed response times and limited the Board’s ability to provideefficient services to licensees and the public.

CHALLENGES

Manual Workload and Operational Efficiency:

WVBOP’s small team struggled to keep up with manual processing
demands, fielding hundreds of phone calls, emails, and in-
person requests each month. This manual workload was not
only time-consuming but also increased the risk of data entry
errors and inconsistencies across records.

Complex Application and Renewal Workflows

With a variety of license types, including controlled substance
permits and facility licenses, WVBOP needed a solution that
could handle distinct workflows, data verification, and
adherence to regulatory requirements for each type.

Limited Digital Access for Licensees:

Licensees and applicants had limited self-service options, often requiring
direct assistance from board staff to complete renewals,
update information, or access status updates.

Solution

Big Picture Software worked closely with the WVBOP to deploy a comprehensive Occupational Licensing Management System(OLMS) tailored to the specific needs of the pharmacy board. Key features of the solution included:

Digital Application and Renewal Portals:

Big PictureSoftware’s platform provided an intuitive, fully digital application and renewal process for WVBOP’s various license types. Licensees can now complete applications, upload required documents, and track the status of submissions in real time, reducing dependency on manualdata handling by WVBOP staff.

Self-Service Dashboards and Automated Reminders:

The implementation included user dashboards for self-service account management and real-time updates, along with automated notifications for deadlines, upcoming renewals, and status changes. This not only empowered licensees with more control over their licenses but also reduced the volume of calls and emails to the agency.Customizable Compliance Tools: The system included built-in compliance modules that support tracking of continuing education (CE) requirements, disciplinary actions, and certification verifications. This ensures that licensees are in compliance with state regulations and that WVBOP staff can easily monitor these activities through the system’s integrated dashboards.

Advanced Reporting and Analytics:

Big PictureSoftware’s solution provided WVBOP with advanced reporting tools to analyze application trends, workload distributions, and user engagement metrics. These insights are critical for agency planning and ongoing improvements in resource allocation.

OUTCOMES

Big Picture Software worked closely with the WVBOP todeploy a comprehensive Occupational Licensing Management System (OLMS) tailored to the specific needs of the pharmacy board. Key features of the solution included:

Reduced Administrative Workload:

By automating application processing and compliance tracking, the agency has seen a notable reduction in manual tasks. Staff members now focus on high-value regulatory activities rather than routine administrative tasks.

Improved Customer Satisfaction:

The introduction of self-service dashboards and digital renewal processes has dramatically reduced the volume of inbound inquiries,allowing licensees to manage their accounts independently and access real-time updates.

Enhanced Data Accuracy and Compliance Monitoring:

The system’s digital workflows and compliance moduleshave helped WVBOP minimize errors and ensure accurate tracking of CE requirements and certifications, which are critical for maintaining standards of care in West Virginia’s pharmacy sector.

Scalability for Future Needs:

Big Picture Software’s solution was built with flexibility in mind, allowing WVBOP to expand functionality as their needs evolve. The agency now has the infrastructure to adapt to future regulatory changes, increasing demands, and further digital innovations.

CONCLUSION

Big Picture Software’s tailored solution has empowered the West Virginia Board of Pharmacy to modernize its licensure and compliance processes, enabling them to serve West Virginia’s pharmacists and pharmacies more effectively. Through automation, enhanced self-service options, and robust compliance tools, WVBOP is well-positioned to meet the evolving needs of the pharmaceutical industry while ensuring public safety and regulatory adherence. By partnering with Big Picture Software, WVBOP has not only improved service delivery but also laid the groundwork for continued success and scalability in a digital-first regulatory landscape.