Virtual Hearing Program Implementation
"She is a skilled IT professional that stays abreast of industry trends to better support the organization."
As an IT Specialist, I played a critical role in the development and successful implementation of the Virtual Hearing Program for the Alcoholic Beverage Regulation Administration (ABRA). In response to the operational challenges brought on by the COVID-19 pandemic, I collaborated with key agency leaders to design and implement a seamless, technology-driven solution that ensured essential regulatory functions could continue without disruption.
Throughout the project, I participated in weekly meetings with the General Counsel, Public Information Officer, Licensing Division, and Chief of Investigations to align technology solutions with the agency’s operational needs. These discussions were essential in identifying potential challenges, addressing stakeholder concerns, and refining the virtual hearing process to ensure efficiency, accessibility, and compliance with agency regulations.
My Contributions
Developing Standard Operating Procedures (SOPs): I created detailed documentation that outlined the workflow for virtual hearings, ensuring that all participants—including staff, board members, and external stakeholders—could engage in a structured and consistent process.
Designing User Guides: To support internal and external stakeholders, I developed comprehensive step-by-step guides, enabling users to confidently access and navigate the virtual hearing platform.
Producing Training Videos: Recognizing the need for engaging, accessible training materials, I worked with agency personnel to create instructional videos that simplified the learning process and improved user adoption.
Providing Technical Support: I played an active role in troubleshooting technical issues, conducting test sessions, and offering real-time support to ensure a smooth transition to the virtual hearing environment.
A Culture Shift
Through my efforts, ABRA successfully transitioned to a fully operational virtual hearing system, allowing the agency to maintain regulatory oversight, public engagement, and licensing processes without disruption.
The sudden shift to remote operations required not only technical problem-solving but also a transformation in office culture—one that I helped facilitate.
I worked diligently to bridge the gap between traditional in-person operations and a new digital-first approach, ensuring that staff, board members, and stakeholders were comfortable and confident in the new system. By providing hands-on support, customized training, and clear documentation, I helped ease the transition and foster long-term adoption of virtual operations.
“She was instrumental in helping our agency to transition swiftly to a virtual environment.”
– April Randall, Asst. General Counsel
This initiative not only addressed the immediate need for remote operations but also laid the foundation for a permanent digital transformation within the agency. What started as a rapid-response initiative became a permanent shift in how the agency conducts business, proving that with the right strategy and leadership, even the most established government processes can successfully adapt to change. This project demonstrated my ability to problem-solve under pressure, implement large-scale digital transformations, and drive organizational change—critical skills I bring to every IT initiative.
