2022 BEST PRACTICES AWARDS

Prior to the pandemic , all ID tests were administered during in-person license hearings . Those hearings transitioned online during the health crisis , and as part of the process , ABS needed to create a new virtual ID test .

“ We developed a PowerPoint presentation to use when administering the test online ,” says Gabriela Monzon-Reynolds , Community Outreach Manager with ABS . “ We also created a new process for holding the trainings via Zoom , and scheduling them separately from the hearings .”

Each license applicant now schedules an appointment to take the ID test online , and all of the Zoom sessions are recorded . During the test , an ABS staff member presents one ID at a time via the PowerPoint slides , pausing to allow applicants to answer whether the ID is a valid proof of identification to purchase alcohol . Applicants must identify seven of a total of 10 presented IDs correctly in order to pass the test .

Afterwards , ABS staff send test results to the licensing manager and the Board of License Commissioners prior to the hearing . If needed , ABS staff assist license applicants with setting up a Zoom account . An in-person ID testing option is available upon request to anyone without internet access , though no applicants have yet requested that option to date .

As a result of the new process , all hearings have been reduced by an average of 20 minutes . This saves time for license applicants , ABS staff and the Board of License Commissioners . People also have the convenience of completing the training at a time and location convenient for them .

Monzon-Reynolds reports there are no plans to move the ID tests back to an in-person format . Once again , changes brought on by the pandemic have proven permanent .

LOOKING TO THE FUTURE Durbin expresses pride in the ABS staff for their hard work and dedication in these and other innovative efforts to improve efficiencies and service , stressing that the process is ongoing .

“ We will continue working to enhance our programs while being a resource for local producers , industry partners and the members of our community ,” she says . “ We are committed to constant evaluation and reassessment to ensure constant evolution and improvement .”

New Hampshire Liquor Commission

by Jamie Stafford

NHLC chairman Joseph Mollica walks through the process in detail , explaining : “ When a customer places an order , notifications are immediately sent to the outlets and an indicator lighting system is activated . The light pole is strategically placed inside the outlet to provide maximum visibility to staff . The light pole indicator was a critical component of the successful implementation of the program , since our staff can be busy helping customers , loading inventory onto shelves , or working at the registers , and the lighting system is an effective way of alerting them of an active order .”

“ The light pole indicator has three colors , corresponding with the number of active orders ,” Mollica continues . “ A green light indicates between one to five orders have been received , a yellow light indicates between 6-10 orders have been received , and a red light indicates more than 10 orders have been received . The lighting system prompts outlet staff to log into our iPad system , which shows them all order details and gives them the ability to print a ‘ pick list ’.”

“ After picking the order and making any needed adjustments , the packing list is printed , attached to the bag / box of products and staged in a designated area for customer pick up or curbside service . Once the customers ’ age has been confirmed , the product is transferred to the customer and the transaction is complete .”

As NHLC has continually expanded the program to allow customers to select from a menu of more than 9,500 wines and spirits , it was imperative NHLC enhance the program to make it as efficient and streamlined as possible for NHLC ’ s limited in-store employees . In a fast-paced retail environment , employees often aren ’ t in a position to manage orders solely on a computer screen . That ’ s where NHLC ’ s Commerce Deployment of Curbside and In-Store Pickup program comes in .

Policies were put in place in order to maximize efficiency and convenience for the customer . According to the NHLC , all in-store pickup orders are filled within 90 minutes from the time the order is placed , during normal business hours , while orders received by the store 90 minutes before the store ’ s scheduled closing time , or while the store is closed , are filled within 90 minutes of the store ’ s scheduled opening time . All curbside orders are filled by the store ’ s scheduled start time for curbside pickup , the day after orders were placed , and orders received by the store after closing time are filled by the store ’ s scheduled start time for curbside pickup .

“ We worked quickly to implement a new system within our stores ,” comments Mollica . “ Within weeks , we needed to provide a full-service call center , an ordering website , implement a system for receiving and picking orders , train staff and create a robust messaging and promotional plan to help raise awareness of this new offering to customers . Customers have shared positive feedback , and mentioned they appreciate the efficiency and opportunity to shop in a different way . For those who do not wish to enter our outlets , it has been a great alternative .”

StateWays | www . stateways . com | Fall 2022 15