Process Used:

  • Received fourteen applications from twelve different agencies
  • Screening panel of eight internal consultants selected nine projects as finalists for presentation to panel of judges
  • Finalists presented projects to panel of judges, who select winners in each category
  • Governor presented awards at ceremony on November 29, 2004


Mike O'Brien, Department of Social and Health Services, Division of Vocational Rehabilitation
Ellis Paguirigan, Paguirigan Branding and Design
John Rostas, Senior Vice President, Washington Mutual Bank
The Honorable Dave Schmidt, Washington State Senator
Juli Wilkerson, Director, Community Trade & Economic Development

Governor's Award for Quality and Performance
UCC Reengineering of Document Management
Department of Licensing

In every state in the nation, there is an organization called the Uniform Commercial Code (UCC). This organization is responsible for maintaining records of financing statements filed on loans where personal property is used as collateral. Lending organizations use this filing service to establish their priority against the collateral in case a borrower defaults. Lenders also use the service in researching a debtor’s other loans. Lenders need this information so they can process loans quickly.

Historically, Washington’s UCC services took up to 24 business days to perform. Delays meant that farmers were sometimes unable to obtain loans for seed in time for planting. In 2001, a model law was adopted requiring a 2-day turnaround that helps farmers (and others) obtain loans in a timely manner.

UCC’s program underwent sweeping changes to meet the new requirements. All processes (manual and automated) were reengineered through a combination of imaging technology and Internet-based functions.

Today, lenders can get all filing or searches completed in two days or less. Using the new online service, 55% of lenders now obtain instantaneous results, make easy electronic payments, and save 25% in fees.

Team Members:

Jim Counihan
Alicia Craddock
Len Devenere
Jeff Dickason
Jon Donnellan
Jackie Gansberg
Sue Gordon
Paul Hodnefield
Jeff P. Johnson
Kirk Kaiser
Wendy Kalat
Inita Kazi
Mike Mayfield
Linda Mead
Janie Peterson
Hung Quach
Dasari Rao
Charlie Serna
Kim Summers
John Swannack
Dan Tormanen
Margaret Vogeli
Anh Vu
Kathy Young
UCC Reengineering of Document Managemen - DOL

Governor's Award for Quality and Performance
Amber Alert Web Portal (AAWP)
Washington State Patrol

In 1996, nine-year-old Amber Hagerman was abducted and murdered in the Dallas area. In response to this tragedy, broadcasters and law enforcement in 49 states, including Washington, implemented early warning AMBER Alert programs to engage the public to find abducted children.

Washington broadcasters and law enforcement raised concerns with their original manual alerting process – it was complex, time consuming and information was inconsistent and hard to find. They wanted a single place to find information.

Local and state agencies partnered with private organizations in the DIS Digital Government Academy and implemented a powerful new approach to conduct AMBER Alerts. Participants developed an AMBER Alert Web Portal ( enabling law enforcement to distribute detailed information simultaneously to thousands of sources including law enforcement, broadcasters and the public via pagers, cell phones, e-mail and faxes. Participants streamlined the AMBER Alert process and implemented a public-private partnership enabling the use of the Portal at no cost.

Team Members:

Mark Allen, WSAB
Nelsa Brodie, WSP
John Bruun, DOT
Glenn Cramer, WSP
Bob Cutcher, WSP
Fred Fakkema, WSP
Tim Gormley, E2C
Nancy Jackson, DIS
Dan Kimball, TCSO
Dave Kirk, DIS
Marty Knorr, WSP
Jim LaMunyon, WASPC
Randy Maynard, KPD
Susan McClafferty, E2C
Don Miller, EMD
Lisa Murdock, DOT
Aaron Nixon, E2C
Joan Partin, CAPCOM
Geoff Pohl, WSP
Jim Shanafelt, DOT
David Sorrell, DIS
John Specht, DIS
Chris Warner, E2C
Walter Weiblen, DOT
Anna Kim-Williams, GOV
Debbie Willis, WSP
Amber Alert Web Portal, Washington State Patrol

Governor's Award for Quality and Performance
Using Tax Discovery to “Level the Playing Field”
Department of Labor & Industries

The Department of Labor and Industries administers Washington’s workers’ compensation system, which provides benefits to workers who are injured or become ill as a result of their job. The system is funded with premiums paid by employers and workers. The premium is based on hours worked and the hazards of the job. A tax discovery project was launched after employers told us it was critical that everyone pay their fair share: employers who evade the system shift the cost of industrial insurance to employers who pay their premiums. That gives illegal employers an unfair advantage and undermines the integrity of the system.

L&I determined that the problem was worst in the construction industry. In response, nine teams worked across programs, adopted best practices from other organizations, and introduced innovative ways to track down and stop contractors who weren’t paying premiums. The results? After one year, L&I had collected $4.5 million from construction firms that had underreported their hours – an increase of 42%. At the same time, L&I completely retooled its approach to finding and dealing with fraud and abuse – ensuring even greater results in the future.

Team Members:

Stuart Bammert
Steve Benfield
Scott Bird
Brad Davidson
Robert Diolata
Pete Doellinger
Gary Doolittle
Dale Edwards
Bob Esparza
Gilda Felizardo
Bridget Flory
Don Fuqua
Candy Gleason
Carl Hammersburg
Kim Hardeman
Nick Harper
Ted Hay
Diane Johnson
Marie Jones
Paula Kerr
Kathy Kimbel
Bob Koshman
Ernie Lapalm
Doug Mathers
R.T Nelson
Doric Olson
Janice Orcutt
Judy Paine
Reuel Paradis
Dale Paris
Jim Rainwood
Candria Rauser
Carla Reynolds
Kent Schweikert
Marty Sharf
Larry Simon
Dean Simpson
Bruce Springer
Maureen Strand
Jim Stoeser
Doug Stroud
Alicia Squibb
Ted Thomas
Katherine Vargas
Sharon Vlastelica
Tom Wolfe
Using Tax Discovery to Level the Playing Field, Department of Labor and Industries

Governor's Award for Public Value and Benefit
Governor's Award for Organizational Learning

El Protector
Washington State Patrol

It became apparent through Washington State Patrol’s (WSP) Strategic Advancement Forum data collection process that we had a very high number of fatal and injury collisions in our state among minority drivers, specifically among the Hispanic population.  In 2002, Hispanic-surnamed drivers were involved in 29.6% of the fatal and injury collisions in the Yakima area, totaling a loss of 16 lives.  Through partnerships within the Hispanic community, troopers identified there was a communication gap regarding Washington’s traffic safety laws due to the language barrier with non-English speaking drivers. 

We created a performance measure in our agency Strategic Plan aimed to reduce fatal and injury collisions by 5% annually on state and interstate highways.  We took this goal one step further by concentrating on educating the Hispanic population about this mission. 

With the support of many stakeholders, we launched an El Protector (“The Protector”) pilot program to open lines of communication, reduce traffic-related crime, and heighten the Hispanic community’s awareness of Washington’s traffic safety rules.  In addition, we created an El Protector citizen advisory board and a law enforcement committee in order to gain access to key organizations and to guide the process with the involvement of the Hispanic community. 

Since implementing the pilot program in 2003, we have experienced a 16% decrease in the number of Hispanic fatal and injury collisions in District 3 (Yakima).  The number of collisions involving fatalities dropped by 2, or 14.3%, from 2002 to 2003. Injury collisions dropped by 27, or 16.3%. In 2003 only 2 lives were lost compared to 16 lives lost in the previous year, for a reduction of 87.5%. WSP plans to implement this program statewide in other areas with increasing fatal and injury collisions among the Hispanic population.

Team Members:

Raul Almedia
Antonia Alvarado-Jackson
Gary Bainter
Abel Campos
Kevin Carle
Lucy Cartagena
Ascendcion Castillo
Joel Chavez
Rick Contreras
David Cortinas
Glenn Cramer
Oscar Garcia
Erick Garza-Homage
Ramiro Gomez
Celia Gomez
Reynaldo Gomez
Randall Grady, KVEW
Marcos Guzman
Jeff Jackson
David Karnitz
Eva Madrigal
Nancy McClenny-Walters
Jason Nunez
Lowell Porter
Theresa Quezada
Saul Reyna
Ron Sabin
Steve Sutton
Maria Vera
Lynda Lou West
Bill White
El Protector, Washington State Patrol

Governor's Award for Public Value and Benefit
CHILD Profile
Department of Health

CHILD Profile is a coordinated health promotion and immunization tracking and notification system operated by the Department of Health (DOH), in partnership with the Department of Social and Health Services, Medical Assistance Administration (DSHS - MAA). The system is designed to ensure children receive necessary immunizations and other preventive health care.

CHILD Profile assists healthcare providers in tracking immunizations and public health professionals in identifying those who are under-immunized in case of disease outbreaks. Parents and guardians can access records necessary for childcare and school entry and receive reminders to ensure their children receive appropriately timed well-child checkups and childhood immunizations. The system makes health and safety information available to help parents and health care providers make informed decisions critical to the health and well-being of children.

Team Members:

Janna Bardi, DOH
Belinda Baker, DOH
Ruth Francis-Williams, DOH
Pamela Johnson, DOH
Dahlia Kupfer, UW/CHDD
Jackson Williams, DOH
Diana Larsen-Mills, DSHS
Sherry Riddick, PHSKC
Denise Farrand, PHSKC
CHILD Profile, Department of Health

Governor's Award for Customer Service
Veteran's Benefit Enhancement Project
Department of Social and Health Services

Many veterans and their spouses are missing out on benefits that they are entitled to from the U.S. Veterans Benefits Administration.  A joint project to help veterans locate the health benefits they are due for their patriotic service is also paying a bonus for Washington State taxpayers. Together, the Department of Social and Health Services and the Washington State Department of Veterans Affairs are identifying veterans on Medicaid and reviewing their benefits. In many cases, the federal government should have been picking up the costs of their care. In other cases, additional benefits were identified - such as prescription drug coverage - which the veteran and his or her family didn't realize existed.

The project's success hinges on a multi-state consortium called Public Assistance Reporting Information System (PARIS). PARIS provides a data interface with the U.S. Department of Veterans Affairs (VA). Veterans enrolled in Medicaid now get help locating all the benefits they are due. The project enhanced benefits for over 3,000 veterans.

Another key benefit to veterans and their families is avoiding estate recovery. Medicaid must legally pursue reimbursement of its costs from the estates of deceased recipients. Veterans using Federal dollars to cover their health care costs can reduce their reliance on Medicaid. This drastically cuts the amount their families might ultimately need to reimburse the state government.

Team Members:

Bill Allman
Penny Black
Andrew Clark
Jorge Company
Tim Dahlin
Alex Deluao
Jean Du
Steve Gill
David Hanig
John King
Kevin Krueger
John Lee
Kathy Leitch
Barbara Logan
Charlotte McDowell
Chandra Moss
Jim Rising
Steve Wish
Veteran's Benefit Enhancement Project, Department of Social & Health Services

Governor's Award for Financial Management
Data Warehouse Project Team
Department of Revenue

Each year Washington State loses millions of dollars because some businesses underreport taxes or fail to register their business. This creates an unfair business climate for those paying their share of taxes and it is ultimately unfair to all state citizens. The Department of Revenue’s process for compiling and accessing relevant data to investigate these businesses was time consuming, difficult, and the data was often inconsistent.

The Department formed a team to analyze the gap in information sources, time delays, and other data integrity issues while exploring options to fix the situation. The team generated several recommendations that led to the creation of a data warehouse and better tools.

The results:

Team Members:

Richard Cason
Greg Charles
Amos Chong
Colin Corbin
Gary Davis
Diane Fisher
Scott Garrison
Charles Henry
Julie Hoke
Sandra Hurley
Long Le
Randy Littlefield
Sonja Long
Linda Nelsen
Kathy Oline
Parrish Preston
Rob Rice
Seawillow Rolly
Drew Shirk
Tremaine Smith
Brian Smith
Steve Wolford
Data Warehouse Project Team, Department of Revenue

Governor's Award for Internal Process Management
Connectivity Team
Washington Lottery

Instead of waiting in line to buy Scratch tickets, customers often access Lottery’s stand-alone Instant Ticket Vending Machines (ITVMs). Over 900 ITVMs are placed in retail outlets across Washington to make Scratch, our best-selling product, easy to buy.

Keeping ITVMs stocked with colorful, latex-coated Scratch tickets is up to our retailers. However, on sales visits, Lottery representatives often noticed empty bins. No tickets = no sales! Research into why bins were empty showed the primary cause was supermarket retailers who filled their machines with tickets only once/day and didn’t check again that bins were stocked.

We challenged our game vendors to transform the ITVMs from basic vending machines into communication devices that alerted retailers when a bin was empty. Vendors programmed the ITVMs to “self-diagnose” when out of tickets. Trials of phone, cable, and radio transmission eventually identified the best data channel for relaying information between an ITVM and its retailer. Connectivity implementation is underway, with resultant gross sales increase of $4 million.

Team Members:

Todd Bauman
Tim Brunner
Bill Chamberland
Cindi Fleener
Bill Funk
David LaCroix
Michael O’Hern
Ellen Smith
Connectivity Team, Washington Lottery

Governor's Award for Organizational Learning & Growth
WorkSource Columbia Basin - Customer Driven One-Stop Services
Employment Security Department

In January 2003, WorkSource Columbia Basin piloted a project to improve service to Unemployment Insurance recipients. The improvement efforts involved three primary customer groups: job seekers, local business, and other community service groups. Teams produced complimentary recommendations for improvements based on survey results, focus groups, performance reports, and stakeholder interviews.

The implemented strategies involved assuring every customer getting an appropriate job referral with each office visit, follow up letters to Unemployment Insurance claimants who had never visited the office, management seminars for local businesses, and expanded access and services for underserved populations including non-proficient English speakers and people with disabilities.

Results achieved include:

Results have been sustained: every month the number of job referrals per customer continues to climb by an average of 3.9% and the number of jobs listed by 7.9%.

Team Members:

Josie Acob-Campbell
Dawn Adams
Candice Bluechel
Daryl Campbell
Cos Edwards
Diana Hamilton
Kay Hamilton
Josh Hanson
Les Logsdon
Michelle Mann
Becky Mellinger
Donna Noski
Joe Perez
Tiffany Scott
Marla Skoglund
Patty Wlaznak
WorkSource Columbia Basin, Employment Security Department