Customer Service Prepared for the Senate DMV Study Commission Lisa - - PowerPoint PPT Presentation

Rhode Island Division of Motor Vehicles Department of Revenue

Prepared for the Senate DMV Study Commission Lisa Holley, Interim Administrator December 1, 2011

Customer Service

Senate DMV Study Commission

• 1. Recent customer service improvements
• 2. DMV wait times
• 3. Credit card status

Customer Service Improvements

• Check-In Booth vs Self Service
• New Phone Messages
• Re-configure QMatic
• New DMV Employees
• Queuing Theory
• Permanent Location for Middletown
• Feedback Form on Web Site
• Amica Customer Service Training
• Customer Service Agreement

Check-in Booth vs Self Service

• Staffed by 2 CSRs
• Check-In ticket line
• Blue Return ticket line
• Future goal: high level

paperwork check

• Customer gets ticket for

correct queue

• Accurate customer count

in QMatic

• Runner transactions on

3rd floor

New Phone Messages

• Recorded new information on all DMV

main line announcements

• Reviewed vector announcements and web

site for consistency

• One voice for all DMV phone messages
• Long term goal: create a Call Center by

using agents and priorities

Re-configure QMatic

• Re-configure QMatic to manage the day
• Expanded from 4 to 8 Categories

(Registration, Lic/ID, Reg Express, Lic/ID Express, Permits, Supervisor Intervention, Blue Return, Runners)

• Shift focus from number of customers

waiting in queue to wait times

• First In First Out (FIFO) processing

New DMV Employees

• Efficiently staff the Check-In Booth
• Stabilize wait-times on the “Football”

through breaks and lunches

• Queue in the afternoons
• Maintain adequate staffing level
• Ability to staff additional branches

Queuing Theory

• Queuing theory is the mathematical study of

waiting lines.

• A queuing model is used to approximate a real

queuing situation or system, so the queuing behavior can be analyzed mathematically.

• A number of simple relationships are able to be

derived for several performance measures based on knowing the arrival rate and service rate.

Queuing Theory Example

Permanent Location for Middletown

• Grand opening

Tuesday November 1st 2011

• First branch with

Check-In Booth

• Utilizes MA DMV floor

plan

Feedback Form on Web Site

• Feedback checked

daily

• Assigned to DMV

managers

• Resolutions tracked in

Sharepoint

• Hard copy feedback

form available at all locations

Customer Service Training

• We are all ambassadors

to promote the new DMV brand

• How to make a good first

impression

• LIGMO (Let it Go, Move

On) for difficult customer

• Power of good

communication skills and active listening

Customer Service Agreement

• Friendly, professional, and courteous service
• Confidentiality & respect for privacy during your

DMV transaction

• The first name & job position of any DMV

employee who assists you

• Service that is free from unlawful discrimination
• Assistance with answering your DMV questions
• A timely response to all customer feedback

submitted to us

DMV Wait Times

• Use QMatic to manage the day
• Check-In Booth puts customer in the correct

queue

• Regular queuing between 2:30 PM and 3:00 PM
• Working supervisors
• All hands on deck attitude for busy days
• Call last customers before 4:00 PM

Wait Time and OT Analysis

• Average waits

dropped from 1:48 minutes to 30 minutes

• Maximum waits

dropped from 5:11 minutes to 2:33 minutes (data through 11/28/2011)

• OT Hours FY 2011 vs

FY 2012 continues to track down

Cranston Transaction Breakdown

• Registration - 24.1%
• License/ID Express - 20.7%
• Permits - 11.9%
• Blue Return - 11.7%
• Commercial Drivers License - 11.5%
• Registration Express - 10.0%
• License/ID - 7.1%
• Supervisor Intervention - 3.1%

Credit Card Status

• October 2011 - Federal Payment awarded

contract as credit card provider for the DMV

• November 2011 - Contract negotiated and

signed

• December 2011 - Rollout and Training
• January 2012 - Credit cards will be accepted at

the Cranston Headquarters by the end of the month

• February 2012 - Credit cards will be accepted at

all DMV branches by the end of the month

Questions?