BRPELS has launched a new Customer Service Portal aimed at improving the efficiency, clarity and accessibility of its licensing support services. The portal replaces the legacy (engineers@brpels.wa.gov) email address and centralizes all customer interactions into a single streamlined platform.
All customer inquiries and feedback are now submitted through the BRPELS Customer Service Portal, available at https://brpels.wa.gov/customer-service-portal. This provides a user-friendly interface that guides individuals and organizations to submit questions or requests using an embedded online form. Submissions are routed automatically to the appropriate licensing staff, based on the customer’s last name (for individuals) or Unified Business Identifier (UBI) number (for corporations and LLCs).
The change reflects a broader reorganization within the agency’s licensing team. Rather than assigning staff by licensing category, BRPELS has implemented a routing system based on alphabetical and numeric ranges. This structure improves internal accountability, cuts redundancy and improves flexibility in staffing, supporting a more consistent and reliable customer experience. By distributing inquiries in this way, the agency can ensure continuity of service even during staffing transitions or absences.
The new portal is also part of an agency-wide initiative to modernize communication and increase operational efficiency. In the coming months, BRPELS will expand the portal to support web-enabled form submissions, allowing applicants and licensees to submit official documents directly through the site. These future additions will include automated routing and acknowledgment features, further improving processing speed and accuracy.
Additionally, BRPELS will introduce new feedback mechanisms within the portal, including optional customer satisfaction surveys. These surveys will provide data to help guide service improvements and inform decisions about future enhancements. This feedback is a critical component of a continuous improvement model.
This customer service transformation builds on recent changes at BRPELS, including the migration of the licensing law review to an online, automatically scored platform. This transition has significantly reduced processing time and administrative workload, enabling staff to focus more on high-priority customer needs.
By embracing process automation, digital access and data-driven feedback, BRPELS aims to deliver faster, more responsive and more accountable service to Washington’s professional community.
To submit an inquiry or learn more, visit https://brpels.wa.gov/customer-service-portal. Customers are encouraged to update any saved contact information and please stop using the (engineers@brpels.wa.gov) legacy email address.