State working to improve flawed online business registration system that went live in July

The Hawaiʻi Department of Commerce and Consumer Affairs is attempting to improve a new online business registration system that has been marred by technical issues, causing lengthy processing delays and a backlog of registrations.

The department launched the new computer system and online portal on July 6 with apparently disastrous results.

According to published accounts, the department is facing a four-month delay in processing new registrations and a backlog of 40,000 filings, impacting businesses statewide.

“We understand the frustration these delays have caused for Hawaiʻi businesses and the importance of restoring timely, reliable service,” Nadine Y. Ando, department director, said in a news release.

The state House Committee on Consumer Protection Commerce held a briefing Tuesday to get an update on the new system. It was designed by a third-party contractor using Salesforce technology, a customer relationship management platform.

A team of Salesforce technical experts, at no cost to the state, is repairing the system and improving the reliability of core business registration functions, the news release said.

“Addressing the backlog remains a priority and we’re working closely with Salesforce to resolve the technical challenges and establish a sustainable path forward,” Ando said.

Business owners needing assistance with a pending filing can call the Business Registration Division at 1-844-808-3222 (select option 2).

To access Hawaiʻi Business Express, click here.