Outdated management software and manual processes can be major obstacles for regulatory bodies. Staff have to spend time rectifying issues and sending communications individually to registrants.
College of Medical Laboratory Technologists of Ontario (CMLTO), the regulatory body for medical laboratory technologists in Ontario, faced these challenges. But they transformed their regulatory body with automation, a consolidated and searchable Public Register, secure portals, and simplified registrant management overall. CMLTO saw incredible results:
100+ hours of administrative time saved
Improved registrant interface with organization
95% fewer payment issues during registration renewal
About CMLTO: The College of Medical Laboratory Technologists of Ontario (CMLTO) is the regulatory body for medical laboratory technologists in Ontario. Its mandate is to protect the public by ensuring that all practicing technologists meet rigorous standards through registration, quality assurance, and professional conduct programs. With nearly 7,000 registrants, CMLTO plays a critical role in maintaining safe and competent medical lab practice across the province.
Here’s how they did it, and how your regulatory body can achieve similar results.
CMLTO accepts a Great Things Award for New Implementation at the 2025 iNNOVATIONS Conference.
The College of Medical Laboratory Technologists of Ontario (CMLTO) relied on a manual, developer-dependent platform that made everyday tasks inefficient and difficult to manage.
Staff had to navigate multi-step processes, send individual communications, and
use SQL coding to access basic data. Frequent issues, such as the 21 payment
errors during the 2024 renewal cycle, added to the administrative burden.
Applicants were unable to submit documents securely, and the Public Register was outdated and difficult for the public to navigate. Overall, the system limited efficiency, created risk during peak periods, and made it harder for both staff and Registrants to complete essential tasks.
CMLTO implemented regulatory management software that gave them a streamlined, automated system to meet its regulatory needs. Staff now manage the system in-house, reducing reliance on developers and improving operational flexibility
This platform was the launchpad that allowed CMLTO to improve the staff and member experience. Here's what they did:
In nine months, they launched new portals for applicants, registrants, and staff. These secure portals streamlined key workflows and improved the user experience.
Previously, applicants were unable to submit documents securely. Not only did these new portals provide a better experience, they reduced risk for the regulatory body.
Want to create personalized member and registrant portals? Get started with our guide, Delivering an Unforgettable Web Experience.
CMLTO automated acknowledgements, approval letters, and surveys. This replaced manual tasks and has saved hundreds of administrative hours with automation.
Registrants get information faster and staff spend less time on tedious tasks. It was a win for everyone involved.
The first step is assessing one of your current processes. Go through each step to understand its purpose. And no, "this is just how it's done" is not a valid reason to keep a process in place. Note any tedious steps or friction areas.
For example, here are some good questions to ask if you want to automate membership renewals:
See all 6 steps in our article, Streamline and Automate Your Membership Management.
Previously, the Public Register was outdated and difficult for the public to navigate. So CMLTO modernized the Public Register to improve its usability and accuracy.
The consolidated and searchable Public Register made it easier for Ontarians to
find accurate information about their healthcare providers.
CMLTO's success shows how streamlining technology and processes will benefit both staff and registrants.
To get started:
📘 Read the full CMLTO success story.