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Delaware Department of Labor
Government
Data & Analytics
Case Study • Department of Labor - Delaware Division of Industrial Affairs

Delaware Department of Labor

Modernizing Public Service Delivery

Project Overview

The Situation

The Division of Industrial Affairs faced challenges common to legacy government infrastructure, including inconsistent branding, content not written for its intended audience, and no centralized digital hub for resources. Staff were stretched by outdated manual processes while citizens expected simple, digital-first services.
  • 1

    Fragmented branding and communications across programs

  • 2

    Paper-heavy service delivery and manual processing

  • 3

    Lack of centralized digital experiences for citizens

  • 4

    Limited visibility into performance, ROI, and accountability

  • 5

    Need for accessible, multilingual, audience-specific content

  • 1

    Establish a cohesive and trusted brand identity

  • 2

    Build modern, mobile-friendly websites and landing pages

  • 3

    Implement HubSpot CRM with automated workflows

  • 4

    Develop clear, accessible communications

  • 5

    Provide leadership with real-time reporting and measurable ROI

OUR APPROACH

Our Solution

We executed a five-phase modernization program spanning discovery, brand and content alignment, digital infrastructure buildout, campaign activation, and analytics optimization. The goal was to replace paper-heavy operations with a faster, more measurable digital service model.

The solution was a full public sector modernization that combined brand development, websites, HubSpot automation, digital forms, and real-time reporting into one coordinated system.

Operations & Efficiency

Operations & Efficiency

Automation and process redesign that reduce costs and empower teams.

Streamlined workflows and intelligent systems that free your team to focus on what matters.

Digital Experience

Digital Experience

Websites, apps, bots, and platforms engineered for scale and impact.

Beautiful, performant digital experiences that delight users and drive engagement.

Data & Analytics

Data & Analytics

Insights that go beyond dashboards to guide real-time decision-making.

Predictive analytics, business intelligence, and data visualization that powers growth.

Brand Transformation

Tapp Network created a unified brand identity for the Division of Industrial Affairs, establishing a consistent visual identity, logo system, typography, and design elements across websites, print materials, digital communications, and the 2024 Brand Book.
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Platform Development

Tapp Network built modern, accessible websites and landing pages for the Division of Industrial Affairs and its program areas, replacing paper-first processes with a digital-first service model.

Division of Industrial Affairs Website

A modern, mobile-friendly website serving as the primary gateway for workers, employers, and the public.

Program-Specific Pages

Dedicated websites and landing pages for Workers' Compensation, Wage & Hour Enforcement, and other program areas with clear, audience-specific content.

Integrated HubSpot Forms

Digital forms replacing paper submissions, capturing 650+ citizen form submissions in the first six months.

HubSpot CRM Workflows

Automated workflows supporting program communications, renewal outreach, and service follow-up.

HubSpot Integration

Tapp Network implemented HubSpot CRM as the Division’s unified system for citizen engagement, program communications, automated renewal workflows, and performance reporting.

HubSpot Features

Process Automation

Manual processes for citizen communications, renewal outreach, form intake, and reporting were replaced with automated HubSpot workflows, saving staff time, reducing costs, and generating measurable new revenue.

Automated Workflow

Data & Analytics

A unified HubSpot and website analytics ecosystem provides the Division of Industrial Affairs with real-time visibility into citizen engagement, form submissions, renewal rates, campaign performance, and program outcomes—enabling data-driven decisions and audit-ready reporting for state leadership.

Connected Platforms

HubSpot CRM

Central source of citizen engagement data, renewal tracking, form submissions, workflow performance, and email campaign analytics.

Website Analytics

Tracks citizen traffic, content engagement, and form completion rates across Division websites.

Custom KPI Dashboards

Real-time performance dashboards aggregating program outcomes, cost savings, and engagement metrics.

Performance Metrics

Platform Performance Improvements

Open Rate 26%
Click-to-open Rate 14%
98%

Renewal rate

from an automated workflow

Results That Speak

Measurable outcomes from our strategic implementation

1000+
staff hours saved annually

Automation and digital forms eliminated the manual processing burden.

$360K+
Saved in Printing & Mailing costs

Paper-based processes were replaced with digital systems delivering immediate and ongoing cost savings.

$70K+
New revenue from a single automated workflow

A targeted renewal email sequence achieved a 98% renewal rate and generated significant new revenue.

650+
Citizen form submissions

Strong early adoption of digital service channels resulted in over 650 forms submitted in the first 6 months.

Delivered Work

Brand Book

A comprehensive brand identity system applied across websites, print materials, and all Division programs.

Program Websites & Landing Pages

Modern, mobile-friendly websites for program areas including Workers' Compensation, Wage & Hour Enforcement, Anti-Discrimination, Construction Enforcement, and Safety & Health.

HubSpot CRM Implementation

Full HubSpot buildout including marketing automation, digital forms, segmented communications, custom workflows, and renewal outreach.

Automated Email Workflows

High-performing email automation achieving 98% renewal rate and generating $70K+ in new revenue.

Reporting Dashboards

Real-time KPI dashboards provide Division leadership with performance visibility and audit-ready reporting.

Print & Digital Communication Materials

Audience-specific print and digital materials, guides, event flyers, and program resources.

Ready to Transform Your Organization?