Rhode Island Division of Motor Vehicles Department of Revenue Customer Service Prepared for the Senate DMV Study Commission Lisa Holley, Interim Administrator December 1, 2011
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 3 rd 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 1 st 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
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