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The embattled state liquor department could improve customer service and employee working conditions by targeting 12 steps that are highlighted in a report issued Thursday as part of an ongoing review by Gov. Gary Herbert's office.
While the suggestions address issues such as employee training and a computerized ordering system, which has sparked many complaints from store workers and customers, critics noted that a top concern raised in recent months is not included in the document, namely that of one manager being required to oversee two or more stores.
In June, Herbert's staff began a 90-day review of Utah Department of Alcohol Beverage Control operations. A consultant was hired to conduct in-depth interviews with employees. Thursday's report was the first of three that will be issued from the process, said Kristen Cox, executive director of the Governor's Office of Management and Budget, which is overseeing the assessment.
"This is just phase one," she said. "The next report will be an action plan that offers deliverable results."
After reviewing all 44 state-owned liquor stores and interviewing more than 70 employees, the consultant determined that improvements need to be made in three key areas: improving communication and trust between the DABC management and individual stores; meeting customer demand; and improving customer service.
Among the 12 steps proposed to address those areas:
• Reduce product shortages and overages.
• Improve programs that clear out slow-moving products and replace them with new or introductory items.
• Explore the possibility of specialized product inventory stores where feasible.
• Refine the special ordering system.
• Make the purchasing experience faster.
• Allow store personnel to assume an increased role with inventory management.
• Create a mechanism for employee suggestions and feedback.
• Identify ways to meet demand and improve customer experience for restaurants and other vendors.
Other steps include staff development, training and measurement processes.
While employees were happy with the consultant hired by the state, "they will be let down by this initial report," said Kerri Adams, a retired DABC employee who worked as the liquor department's human-resource specialist and training manager and has been acting as a spokeswoman for employees.
"The governor's office has greatly diluted what came out in the interviews," she said, questioning whether the review has become a "politicized process."
Cox called for patience.
Now that the issues have been identified, they will be prioritized and a process will be put in place to address them, she said. A team will look at "what things can be implemented immediately, what are the things that can be done in the next 45 days and what things will take longer."
Some issues "can be resolved within existing operations,'" she said. Others will require additional funding, and "that's a discussion we'll have to have with the governor and the Legislature."
Lawmakers, many of whom are Mormon and abstain from alcohol for religious reasons, cut the agency's liquor store operating budget by $500,000 for the 2015-16 fiscal year, at a time of record liquor sales.
The department is balancing its budget by having at least eight store managers oversee more than one store.
With managers spread across multiple stores, critics say assistant managers are being called upon to take on more tasks at a time when liquor stores are already understaffed and are often unable to keep up with increased demand. Employees have complained they are unable to stock shelves in a timely manner and customers wait in longer checkout lines.
"If the action plan does not address the manager issue," said Adams, "it doesn't give employees much hope."