Nevada Wildlife Commission. Interim: 2014 Big Game Draw Report by Systems Consultants Reno, Nevada November 15, 2014
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1 Nevada Wildlife Commission Interim: 2014 Big Game Draw Report by Systems Consultants Reno, Nevada November 15,
2 Agenda Our Agenda 2014 Draw - Interim Stats Big Game Applications PIW Applications Silver State Bear Applications Junior Hunt Applications Bonus Points Multiple Species Applications Dream Tags Client Demographics Return Tags Our Problems and Solutions Accomplishments 2
3 Agenda Our Agenda 2014 Draw - Interim Stats Big Game Applications PIW Applications Silver State Bear Applications Junior Hunt Applications Bonus Points Multiple Species Applications Dream Tags Client Demographics Return Tags Our Problems and Solutions Accomplishments 3
4 Big Game Draws 2014 Interim Results Spring Turkey NR Guided Main Draw Remaining Draw Deadline Date 2/18/2014 3/14/2014 4/21/2014 6/24/2014 Total Applications 1,403 1, ,920 4,020 Total PIW n/a n/a 18,021 n/a Total Silver State n/a n/a 11,224 n/a Reject Letters n/a n/a 500 n/a Final Rejects Paid In $23,189 $308,435 $9,317,852 $189,693 Refunds $10 $41,841 $264,290 $879 OGT Donations $144 $127 $14,753 $381 Predator Donations $135 $68 $11,887 $297 Tag Fees $2,560 $117,508 $2,963,811 $102,898 PIW Tag Fees n/a n/a $2,160 n/a Silver State Tag Fees n/a n/a $540 n/a Depredation Fees n/a n/a $251,930 $7,915 Application Fees $14,030 $10,500 $1,939,200 $40,200 Silver State App Fees n/a n/a $224,480 n/a Predator Mgmt Fees $3,855 $3,141 $504,687 $11,658 Tags Issued ,795 1,933 Res Tag Licenses Sold 1 n/a 3, Res Std Alone Licenses Sold 27 n/a 15, NR Tag Licenses Sold NR Std Alone Licenses Sold , PIW Donations n/a n/a $141,770 n/a Lion Tags Sold n/a 8 3,
5 Spring Turkey Draw Interim Results 5
6 Non Resident Guided Draw Interim Results 6
7 Big Game Draw Interim Results 7
8 24,000 more applications from 1,700 more Clients Year Clients Apps Apps per Client , , , , , , , , , , , , , , , , , , , ,
9 Big Game Application Errors Error Errors Errors Errors Errors Errors Errors Errors No Valid Hunter Choice Money Short Multiple Applications/Species Late Application Returned Check No Proof of Hunter Education Invalid License Class or Number No Signature Did Not Return Questionaire Invalid Date of Birth Applicant Not 12 Years Old Ineligible for Hunt Age Inappropriate for Hunt Hunter Safety Citation Exists Invalid License Year No State Provided No Hunter Choice No Name Provided No City Provided Hunting License Revoked No Guardian Signature
10 10
11 Agenda Our Agenda 2014 Draw - Interim Stats Big Game Applications PIW Applications Silver State Bear Applications Junior Hunt Applications Bonus Points Multiple Species Applications Dream Tags Client Demographics Return Tags Our Problems and Solutions Accomplishments 11
12 Big Game Draws Web Applications Big Game Web Paper Total Source Clients Appls Appls Appls Web Only 59, , ,937 Paper Only 1,490-2,671 2,671 Both Total 61, ,104 2, ,920 12
13 Big Game Draws Web Applications Big Game Web Paper Total Source Clients Appls Appls Appls Web Only 97.42% 98.46% 0.00% 98.46% Paper Only 2.44% 0.00% 1.38% 1.38% Both 0.14% 0.09% 0.07% 0.16% Total % 98.55% 1.45% % 13
14 2014 Big Game Applications Web vs. Paper Counts 14
15 2014 Big Game Applications Web vs. Paper Percent 15
16 Big Game Draws Web Applications Non Resident License Sales NR License Type Tag Licenses $27,822 $46,319 $39,041 $38,274 Standalone Licenses $1,891,191 $2,013,751 $2,065,714 $2,085,726 Totals $1,919,013 $2,060,070 $2,104,755 $2,124,000 16
17 Big Game Draws Web Applications Resident License Sales Res License Type Tag Licenses $54,630 $86,160 $89,554 $104,565 Standalone Licenses $645,609 $720,249 $741,118 $771,612 Totals $700,239 $806,409 $830,672 $876,177 17
18 Mountain Lion Tag Demand Mountain lion tags were offered through the draw application process for the first time in 2008 Draw Big Game Draw 2,644 3,070 3,297 3,516 Remaining Tag Draw Total 2,654 3,166 3,397 3,612 18
19 Agenda Our Agenda 2014 Draw - Interim Stats Big Game Applications PIW Applications Silver State Bear Applications Junior Hunt Applications Bonus Points Multiple Species Applications Dream Tags Client Demographics Return Tags Our Problems and Solutions Accomplishments 19
20 Big Game Draws PIW Applications 20
21 Big Game Draws PIW Applications PIW Applications: Prior to 2001 Fees were: Deer $20 Big Game ½ Tag Fee Changed in 2001: $10 for all species 21
22 Big Game Draws PIW Applications PIW Applications By Year 22
23 Big Game Draws PIW Applications PIW applications: , , , , ,021 PIW revenues: 2010 $156, $158, $141, $136, $141,770 23
24 Agenda Our Agenda 2014 Draw - Interim Stats Big Game Applications PIW Applications Silver State Bear Applications Junior Hunt Applications Bonus Points Multiple Species Applications Dream Tags Client Demographics Return Tags Our Problems and Solutions Accomplishments 24
25 Big Game Draws Web Applications Silver State Applications Hunt Description Applicants Ineligible For Regular Hunt Mule Deer 3,973 3,107 3,123 NA Antelope 1,658 1,256 1, Nelson 2,755 2,950 3, Elk 4,015 3,514 3,542 1,084 Total 12,401 10,827 11,224 1,833 25
26 Big Game Draws Web Applications Silver State Applications Species Apps % all SS % with app* Amount Pred Fee Depr Fee Total Elk 3, % 5.80% $70, $10, $17, $99, Deer 3, % 5.11% $62, $9, NA $71, Antelope 1, % 1.93% $23, $3, NA $27, Nelson 3, % 5.53% $67, $10, NA $77, Total 11,224 $224, $33, $17, $275, * Total applications for a Silver State Species / Total applicants applying in Big Game application period 26
27 Big Game Draws Web Applications Silver State Applications vs. Heritage Max Heritage 2014 Heritage 2014 Increase Species Year Amount Amount Silver State Over Max Elk 2014 $125, $125, $99, $25, Deer 2014 $85, $85, $71, $13, Antelope 2011 $16, $7, $27, $11, Nelson 2010 $135, $115, $77, $57, TOTALS $361, $332, $275, $85,
28 Big Game Draws Web Applications Silver State Applications By Client Number of Silver State Applications 2011 Clients 2012 Clients 2013 Clients 2014 Clients One Species 3,250 2,567 2,329 2,372 Two Species 2,332 1,610 1,292 1,359 Three Species 2,035 1, ,018 Four Species NA
29 Agenda Our Agenda 2014 Draw - Interim Stats Big Game Applications PIW Applications Silver State Bear Applications Junior Hunt Applications Bonus Points Multiple Species Applications Dream Tags Client Demographics Return Tags Our Problems and Solutions Accomplishments 29
30 Bear Hunt Applications 30
31 Agenda Our Agenda 2014 Draw - Interim Stats Big Game Applications PIW Applications Silver State Bear Applications Junior Hunt Applications Bonus Points Multiple Species Applications Dream Tags Client Demographics Return Tags Our Problems and Solutions Accomplishments 31
32 Junior Hunt Applications 32
33 Agenda Our Agenda 2017 Draw - Interim Stats Big Game Applications PIW Applications Silver State Bear Applications Junior Hunt Applications Bonus Points Multiple Species Applications Dream Tags Client Demographics Return Tags Our Problems and Solutions Accomplishments 33
34 Bonus Points Resident Trophy Success Points Tags Unsuccessful* Rejected Withdrawn % Success 0 1,168 12, % , % , % , % , % , % , % , % , % , % , % * Bonus point only application are not included in counts. 34
35 Bonus Points Resident Trophy Success (continued) Points Tags Unsuccessful* Rejected Withdrawn % Success , % % % % % % % % % % % % * Bonus point only application are not included in counts. 35
36 Bonus Points Non-Resident Trophy Success Points Tags Unsuccessful* Rejected Withdrawn % Success , % , % , % , % , % , % , % , % , % % , % * Bonus point only application are not included in counts. 36
37 Bonus Points Non-Resident Trophy Success (continued) Points Tags Unsuccessful* Rejected Withdrawn % Success % % % % % % % % % % % % * Bonus point only application are not included in counts. 37
38 Applications For Bonus Points Hunt Description Res NR Res NR Res NR 1101 Antlerless Mule Deer Depredation Either Sex Deer Junior Hunt Buck Deer Any Legal Weapon 1,530 4,457 1,647 5,069 1,753 5, Doe Deer Antelope 1,843 3,161 2,120 3,489 2,118 3, Antelope Horns Shorter Than Ears Desert Bighorn 2,305 2,454 2,628 2,635 2,888 2, Desert Bighorn Ewe Bull Elk Depredation Hunt
39 Applications For Bonus Points Hunt Description Res NR Res NR Res NR 4107 Antlerless Elk Depredation Hunt Cow Elk Hunt Bull Elk Any Legal Weapon 3,103 4,594 3,297 4,844 4,003 5, Black Bear Rocky Mountain Goat 1,843 1,549 2,063-2, California Bighorn 2,065 2,263 2,337 2,449 2,501 2, California Bighorn Ewe Rocky Mountain Bighorn 2,530-2,768-2,817 - Totals. 16,341 18,635 18,087 18,782 19,863 19,907 39
40 Big Game Draws Web Applications Applications submitted in the bonus point only period Year Count Of Applications 2011* 2, , , ,826 * Applications submitted after 5:00 PM of the deadline day were counted. Beginning in 2012, transaction start times were recorded with the applications. This enables the exact number of applications submitted in the bonus point period to be positively identified. 40
41 Resident Bonus Points Held By Species Post Draw Hunt Description Antlered Mule Deer (1331, 1341, 1371) 15,486 6,347 2,277 1, Res Antlerless Mule Deer (1181) Res Junior Mule Deer (1107) Antlerless Mule Deer Depredation (1101) Res Antelope Horns Longer (2151, 2161) 7,555 4,369 2,680 1, Res Antelope Horns Shorter (2181) 1, Res Antelope Depredation (2101) Res Antlered Elk (4151, 4156, 4161) 7,204 3,565 2,348 1,767 1, Res Antlerless Elk (4111, 4176, 4181) Res Elk Depredation (4102) 6,945 1, Res Spike Elk (4651) 513 Res Black Bear (6151) 1, Res Nelson Bighorn (3151) 2,685 1,608 1, Res Nelson Ewe (3181) 90 Res California Bighorn (8151) 1,807 1, Res California Ewe (8181) 53 Res Rocky Mountain Bighorn (9151) 1, Res Mountain Goat (7151) 1, Res Wild Turkey (0131) Res Wild Turkey (0135) 1 41
42 Resident Bonus Points Held By Species Post Draw Hunt Description Antlered Mule Deer (1331, 1341, 1371) 1 Res Antlerless Mule Deer (1181) Res Junior Mule Deer (1107) Antlerless Mule Deer Depredation (1101) Res Antelope Horns Longer (2151, 2161) 2 1 Res Antelope Horns Shorter (2181) Res Antelope Depredation (2101) Res Antlered Elk (4151, 4156, 4161) Res Antlerless Elk (4111, 4176, 4181) Res Elk Depredation (4102) Res Spike Elk (4651) Res Black Bear (6151) Res Nelson Bighorn (3151) Res Nelson Ewe (3181) Res California Bighorn (8151) Res California Ewe (8181) Res Rocky Mountain Bighorn (9151) Res Mountain Goat (7151) Res Wild Turkey (0131) Res Wild Turkey (0135) 42
43 NR Bonus Points Held By Species Post Draw Hunt Description Antlered Mule Deer (1331, 1341, 1371) 3,918 2,542 1,792 1,497 1,155 1,054 1, NR Antelope Horns Longer (2251, 2261) 1,729 1, NR Nelson Bighorn (3251) 1,757 1,213 1, NR California Bighorn (8251) 1,543 1, NR Antlered Elk (4251, 4256, 4261) 2,371 1,477 1,351 1, NR Black Bear (6251) NR Mountain Goat (7251) NR Wild Turkey (0132) NR Antlerless Elk (4211, 4276, 4281) NR Rocky Mountain Bighorn (9251) 1,253 1,104 1,004 1,236 1,
44 NR Bonus Points Held By Species Post Draw Hunt Description Antlered Mule Deer (1331, 1341, 1371) NR Antelope Horns Longer (2251, 2261) NR Nelson Bighorn (3251) NR California Bighorn (8251) NR Antlered Elk (4251, 4256, 4261) NR Black Bear (6251) NR Mountain Goat (7251) NR Wild Turkey (0132) NR Antlerless Elk (4211, 4276, 4281) NR Rocky Mountain Bighorn (9251) 2 44
45 Agenda Our Agenda 2014 Draw - Interim Stats Big Game Applications PIW Applications Silver State Bear Applications Junior Hunt Applications Bonus Points Multiple Species Applications Dream Tags Client Demographics Return Tags Our Problems and Solutions Accomplishments 45
46 Multiple Species Applications 2014 Multiple Tags for A Hunter Regardless of Hunt Number Without PIW With PIW Of Tags Clients Tags Clients Tags Five (5) Four (4) Three (3) 1,047 3,141 1,051 3,153 Two (2) 6,082 12,164 6,091 12,182 One (1) 19,025 19,025 19,029 19,029 Zero (0) 34, ,803 0 Total 61,081 34,761 61,081 34,795 46
47 Multiple Species Applications Trophy Hunts 2014 Multiple Trophy* Tags for A Hunter Multiple Without PIW With PIW Tags Clients Tags Clients Tags Four (4) Three (3) Two (2) One (1) 4,730 4,730 4,737 4,737 Zero (0) 35, ,665 0 Total 40,716 5,360 40,716 5,369 * This Trophy designation doesn t include Deer, Horns Shorter than Ears Antelope and Cow Elk Hunts 47
48 Agenda Our Agenda 2014 Draw - Interim Stats Big Game Applications PIW Applications Silver State Bear Applications Junior Hunt Applications Bonus Points Multiple Species Applications Dream Tags Client Demographics Return Tags Our Problems and Solutions Accomplishments 48
49 Big Game Draws Web Applications 2014 Dream Tag Chances By Species Species NWDS NR Guided Spring Turkey Big Game Big Game Remaining Swan Total Revenue Nelson 7, , ,567 $92,835 Elk 5, , ,653 $73,265 Deer 4, , ,736 $58,680 California 4, , ,326 $66,630 Antelope 1, , ,601 $18,005 Total: 23, ,590 1, ,883 $309,415 49
50 Big Game Draws Web Applications Resource Enhancement Stamps Year NWDS NR Guided Spring Turkey Big Game Big Game Remaining Swan First Come First Served Total Revenue , , ,676 $46, , , ,660 $46,600 50
51 Agenda Our Agenda 2014 Draw - Interim Stats Big Game Applications PIW Applications Silver State Bear Applications Junior Hunt Applications Bonus Points Multiple Species Applications Dream Tags Client Demographics Return Tags Our Problems and Solutions Accomplishments 51
52 Client Demographics - Residency 2014 Applicant Residency: 42,904 Residents (70.2%) 18,177 Non-Residents (29.8%) 61,081 Total 52
53 Applicants Resident vs. Non Resident Percentages 53
54 Client Demographics - Residency 2014 Nevada Residents By County of Address State Address County Client Population Population Nevada Carson City 1,131 54, % Nevada Churchill 1,594 24, % Nevada Clark 11,199 2,027, % Nevada Douglas 1,856 47, % Nevada Elko 6,022 52, % Nevada Esmeralda % Nevada Eureka 361 2, % Nevada Humboldt 1,765 17, % Nevada Lander 862 6, % Nevada Lincoln 809 5, % Nevada Lyon 2,331 51, % Nevada Mineral 219 4, % Nevada Nye 1,085 42, % Nevada Pershing 465 6, % Nevada Storey 233 3, % Nevada Washoe 10, , % Nevada White Pine 1,384 10, % Nevada Unknown 570 n/a n/a 54
55 Client Demographics - Residency 2014 Nevada Web Applications by County Clients applying on both Web and Paper 55 Clients applying on Paper Clients applying on Web Percent of clients applying on Web State County NV Unknown % NV Carson City % NV Churchill % NV Clark % NV Douglas % NV Elko % NV Esmeralda % NV Eureka % NV Humboldt % NV Lander % NV Lincoln % NV Lyon % NV Mineral % NV Nye % NV Pershing % NV Storey % NV Washoe % NV White Pine % Other %
56 Big Game Draws Client Application Patterns Do clients apply every year? Applied Applied Applied Applied Total Prior to Clients No No No Yes 6,099 No No Yes No 2,032 No No Yes Yes 3,769 No Yes No No 1,436 No Yes No Yes 406 No Yes Yes No 801 No Yes Yes Yes 2,746 Yes No No No 151,833 Yes No No Yes 3,343 Yes No Yes No 3,100 Yes No Yes Yes 4,233 Yes Yes No No 5,863 Yes Yes No Yes 3,211 Yes Yes Yes No 5,428 Yes Yes Yes Yes 37,383 56
57 Client Demographics - Residency 2014 Applications By State of Address State Sportsmen Population California 7,177 38,332,521 Utah 1,966 2,900,872 Oregon 1,275 3,930,065 Idaho 766 1,612,136 Washington 705 6,971,406 Texas ,448,193 Arizona 611 6,626,624 Colorado 477 5,268,367 Montana 402 1,015,165 Wyoming ,658 Wisconsin 324 5,742,713 All Others 3, ,698,119 Grand Total 18, ,128,839 57
58 Big Game Draws Client Demographics 2014 Applicant Age: Residents Youngest Oldest Median Age 42+9m 43+0m 43+0m 42+8m 42+3m Non Residents Youngest Oldest Median Age 49+5m 49+5m 49+5m 49+3m 49+2m 58
59 Agenda Our Agenda 2014 Draw - Interim Stats Big Game Applications PIW Applications Silver State Bear Applications Junior Hunt Applications Bonus Points Multiple Species Applications Dream Tags Client Demographics Return Tags Our Problems and Solutions Accomplishments 59
60 2014 Returned Tags 1,142 as of 10/21 Hunt Description Credit Card Any Declines Military Reason Deceased Medical Total RESIDENT WILD TURKEY HUNT RESIDENT JUNIOR HUNT RESIDENT ANTLERLESS MULE DEER HUNT NONRES MULE DEER RESTRICTED GUIDED HUNT MULE DEER ANTLERED HUNT MULE DEER LONGBOW ANTLERED HUNT MULE DEER ANTLERED MUZZLELOADER HUNT RESIDENT ANTELOPE HORNS LONGER THAN EARS RES ANTELOPE HORN LONG THAN EARS LONGBOW RES ANTELOPE HORN LONG THAN EARS MUZZLE RESIDENT ANTELOPE HORNS SHORTER THAN EARS NONRES ANTELOPE HORNS LONGER THAN EARS NR ANTELOPE HORN LONG THAN EARS LONGBOW RESIDENT NELSON BIGHORN SHEEP HUNT RESIDENT NELSON BIGHORN SHEEP EWE HUNT RESIDENT ANTLERED ELK DEPREDATION HUNT RES ELK DEPREDATION ANTLERLESS HUNT
61 2014 Returned Tags 1,142 as of 10/21 Hunt Description Credit Card Any Declines Military Reason Deceased Medical Total RESIDENT ANTLERLESS ELK LONGBOW HUNT RESIDENT ANTLERED ELK HUNT RESIDENT ANTLERED ELK MUZZLELOADER HUNT RESIDENT ANTLERED ELK LONGBOW HUNT RESIDENT ANTLERLESS ELK MUZZLELOADER HUNT RESIDENT ANTLERLESS ELK HUNT NONRESIDENT ANTLERED ELK HUNT NONRESIDENT ANTLERED ELK MUZZLELOADER HUNT NONRESIDENT ANTLERED ELK LONGBOW HUNT NONRESIDENT ANTLERLESS ELK HUNT ANTLERLESS ELK MANAGEMENT LONGBOW HUNT ANTLERLESS ELK MANAGEMENT MUZZLELOADER ANTLERLESS ELK MANAGEMENT HUNT RESIDENT SPIKE ELK LONGBOW HUNT RESIDENT SPIKE ELK HUNT RESIDENT BLACK BEAR HUNT NONRESIDENT BLACK BEAR HUNT
62 2014 Returned Tags 1,142 as of 10/21 (Continued) Hunt Description Credit Card Any Declines Military Reason Deceased Medical Total RESIDENT CALIFORNIA BIGHORN SHEEP HUNT RESIDENT CALIFORNIA BIGHORN SHEEP EWE HUNT Total ,142 62
63 2014 Reallocated Tags 418 as of 10/21 Hunt Description Count RESIDENT WILD TURKEY HUNT RESIDENT JUNIOR HUNT NONRES MULE DEER RESTRICTED GUIDED HUNT MULE DEER ANTLERED HUNT MULE DEER LONGBOW ANTLERED HUNT MULE DEER ANTLERED MUZZLELOADER HUNT RESIDENT ANTELOPE HORNS LONGER THAN EARS HUNT RES ANTELOPE HORN LONG THAN EARS LONGBOW HUNT RES ANTELOPE HORN LONG THAN EARS MUZZLE HUNT RESIDENT ANTELOPE HORNS SHORTER THAN EARSHUNT NONRES ANTELOPE HORNS LONGER THAN EARS HUNT NR ANTELOPE HORN LONG THAN EARS LONGBOW HUNT RESIDENT NELSON BIGHORN SHEEP HUNT RESIDENT NELSON BIGHORN SHEEP EWE HUNT
64 2014 Reallocated Tags 418 as of 10/21 (Continued) Hunt Description Count RESIDENT ANTLERED ELK DEPREDATION HUNT RES ELK DEPREDATION ANTLERLESS HUNT RESIDENT ANTLERLESS ELK LONGBOW HUNT RESIDENT ANTLERED ELK HUNT RESIDENT ANTLERED ELK MUZZLELOADER HUNT RESIDENT ANTLERED ELK LONGBOW HUNT RESIDENT ANTLERLESS ELK MUZZLELOADER HUNT RESIDENT ANTLERLESS ELK HUNT NONRESIDENT ANTLERED ELK HUNT NONRESIDENT ANTLERED ELK LONGBOW HUNT NONRESIDENT ANTLERLESS ELK HUNT RESIDENT SPIKE ELK LONGBOW HUNT RESIDENT SPIKE ELK HUNT RESIDENT CALIFORNIA BIGHORN SHEEP EWE HUNT Total:
65 Big Game Draws Returned Tags Any Reason Tag Return By Tags Held Number Tags Held By Client of Tags Returned by Client Total:
66 Hunt Interim: 2014 Big Game Draw Report Big Game Draws Returned Tags Points Held By Client At Time Of Draw Any Reason Tag Return By Hunt and Points
67 Hunt Interim: 2014 Big Game Draw Report Big Game Draws Returned Tags Points Held By Client At Time Of Draw Any Reason Tag Return By Hunt and Points
68 Agenda Our Agenda 2014 Draw - Interim Stats Big Game Applications PIW Applications Silver State Bear Applications Junior Hunt Applications Bonus Points Multiple Species Applications Dream Tags Client Demographics Return Tags Our Problems and Solutions Accomplishments 68
69 Our Problems and Solutions 69
70 Our Problems and Solutions Problem Summary Error Scope 1 Client correspondence error 1 Client 2 Big Game application deadline slowness complaints 58 Clients 3 Big Game results HTML error 89 Apps 4 Correction FAX not processed 1 Client 5 Client rejected from Big Game after records were merged #1 1 Client 6 Client rejected from Big Game after records were merged #2 1 Client 7 Clients that owned a license and then purchased a Resource Enhancement 11 Clients stamp in the draw received additional copies of their license 8 Clients allowed to pay for tag without a license 3 Clients 9 Reallocation Error 1 Client 10 Duplicate lion tags issued 1 Client 11 Client given bad deadline for returning tags 2 Clients 12 Client received $90 in excess refunds 1 Client 70
71 Our Problems and Solutions 1) Client correspondence error: Problem: During the course of answering a Hunt Application Office a client version confirmation of a 2014 Big Game application was attached to an unrelated client s response in error. Scope: 1 Clients Cause: Admin error Short Term Resolution: No action taken Long Term Resolution: No action taken 71
72 Our Problems and Solutions 2) Big Game application deadline slowness complaints: Problem: During portions of the last two days of the full application period, clients experienced unacceptable web site performance. Scope: Approximately 34 complaints representing approximately 58 clients. Cause: Network firewall was overwhelmed by the volume of traffic generated by clients. Short Term: Each client that reported experiencing problems while entering applications was contacted up to five times and given the opportunity to submit applications for themselves or their party members after the deadline. Long Term Resolution: 1) Testing developed to reproduce the symptoms seen at the close of Big Game 2) Upgraded server cabling to Cat 6A Shielded cables 3) Purchased a MUCH larger firewall to replace the existing unit. 72
73 Our Problems and Solutions 3) Big Game results HTML error: Problem: Applicants for Ewe and Spike Elk bonus points were reported as being unsuccessful rather than earning a bonus point. Scope: 89 applications Cause: Programming oversight Short Term Resolution: None Taken Long Term Resolution: Programming corrected 73
74 Our Problems and Solutions 4) Correction FAX not processed: Problem: Not all corrections of a FAX submitted by a client were processed. Scope: 1 client Cause: Admin oversight Short Term Resolution: Client s application re-evaluated based on corrections. Long Term Resolution: FAX correction procedures updated. 74
75 Our Problems and Solutions 5) Client rejected from Big Game after records were merged #1: Problem: Client purchased an OTC tag without his SSN. Afterward, he attempted to file a harvest report and pay a late fee using his SSN. (The operator could not locate his record and he did not report) Later again, he applied to hunt using his SSN. That application was rejected when his client records were merged. Scope: Cause: 1 client Operator failed to search for client with anything but SSN. Short Term Resolution: Client contacted and given the opportunity to complete his harvest report and pay the late penalty. Long Term Resolution: Operator counseled. 75
76 Our Problems and Solutions 6) Client rejected from Big Game after records were merged #2: Problem: While merging the separate records for a client the record of the client paying a late report fee was lost. As a result, the client was incorrectly rejected. Scope: Cause: 1 Client, 2 applications Programming bug. Short Term Resolution: Client application re-evaluated to determine if he would have drawn Long Term Resolution: Programming corrected 76
77 Our Problems and Solutions 7) Clients that owned a license and then purchased a Resource Enhancement stamp in the draw received additional copies of their license Problem: Licenses reprinted instead of printing a resource enhancement stamp. Scope: 11 clients Cause: Operator error Short Term Resolution: RES documents printed and mailed to clients Long Term Resolution: Operator counseled 77
78 Our Problems and Solutions 8) Clients allowed to pay for tag without a license: Problem: Client drew a 4107 and a 1181 in the draw. He opted to purchase a license only if successful. Two charges were created for the client. One for the 1181 tag and one for the 4107 tag and his license. The charge for the 1181 was approved and the charge for the 4107 and licenses was declined. Client received the 1181 tag and his 4107 tag and licenses were made void. Scope: 3 clients Cause: Admin oversight Short Term Resolution: Clients contacted and allowed to purchase a license. Long Term Resolution: Procedures changed when voiding licenses that are credit card declined. 78
79 Our Problems and Solutions 9) Reallocation Error: Problem: In guided reallocation the credit card charge process picked up the fees for man #1 and man #2 in a party when it should only have sent charges for man #2. Client was overcharged $ Scope: 1 Client Cause: Reallocation programming oversight Short Term Resolution: Client contacted and charges were refunded Long Term Resolution: Programming updated. 79
80 Our Problems and Solutions 10) Duplicate lion tags issued: Problem: Client purchasing a lion tag received two tags. Scope: 1 Client Cause: Programming error? Short Term Resolution: Client contacted and second tag was returned Long Term Resolution: Still under investigation 80
81 Our Problems and Solutions 11) Client given bad deadline for returning tags: Problem: Client contacted SCI for the deadline for returning a tag. Operator provided bad information and tag was not received in time for points to be reinstated. Scope: 2 Clients Cause: Operator error Short Term Resolution: Clients points were reinstated Long Term Resolution: Operators counseled 81
82 Our Problems and Solutions 12) Client received $90 in excess refunds: Problem: A client that should have received a $120 and a $30 refund received two $120 refunds instead. Scope: 1 Client Cause: Operator Error Short Term Resolution: Client contacted and fees re-collected. Long Term Resolution: Operator training 82
83 Agenda Our Agenda 2013 Draw - Interim Stats Big Game Applications PIW Applications Silver State Bear Applications Junior Hunt Applications Bonus Points Multiple Species Applications Dream Tags Client Demographics Return Tags Our Problems and Solutions Accomplishments 83
84 Accomplishments Accomplishments Installed a 15 ton dedicated cooling system to cool the server room Installed a 185 kw emergency diesel generator Replaced server room cabling with Shielded Cat6A cabling Installed a new firewall that is roughly 5 times greater in capacity than the pervious unit Replaced our Verizon DS3 internet service (45MB) with a Charter (100MB) service Upgraded our Sprint internet service from a 2XT1 (3MB) service to a DS3 (45 MB) service. 84
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