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“First Class service from the first state”

NASTO Annual Meeting June 10th, 2013 Delaware DMV Director Jennifer Cohan. “First Class service from the first state”. Division of Motor Vehicles. DMV. Administrative Services. Vehicle Services. Driver Services. Transportation Services. Toll Services. Legal/Legislative

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“First Class service from the first state”

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  1. NASTO Annual Meeting June 10th, 2013 Delaware DMV Director Jennifer Cohan “First Class service from the first state”

  2. Division of Motor Vehicles DMV Administrative Services Vehicle Services Driver Services Transportation Services Toll Services Legal/Legislative Fiscal/Audit Fraud/Investigations Public Carrier OS/OV Permitting Registration Titling Safety Emissions Auto Dealers Driver License Identification Cards Identity Verification CDL Testing Driver Improvement Motor Carrier IRP IFTA Toll Operations EZ Pass CSC

  3. New Customer Centric Approach • It starts with the employees • New hiring strategy • Focus on moral and employee development • “Enough Already Campaign” • Higher utilization of technology • Focus on getting our message to the public • Focus on sensitive populations • Expanding service venues Delaware DMV’s New Focus The customer

  4. Value stream mapping you must Measure everything first… Every step of the customer Experience… Parking lot and back again...

  5. Facility layout changes Triage counters added Queuing system changes Set average wait time goal (20 minutes) Instituted “Butts in Seats” philosophy Added seasonal help Need for new facility evident Results of mapping process

  6. If you want to know what your customers want – just ask them: • Minimal wait times and courteous service • On-line services • Information… • Once in a facility (WiFi, reading material, food) • Bring services to them • Focus groups and customer surveys • Narrow down issues • Highlight good news New focus - Customer Service!!

  7. What about sensitive populations? • How do you determine your target customer? • Increase in population • New to the DMV process • Consistently do not bring proper documentation • Make extra efforts to reach those customers in terms they can understand Customer Service

  8. Delaware’s Sensitive Customers • Hispanic / Latino Population • Population nearly doubled in 10 years • Teen Population • First-time drivers • Senior Population • Currently seniors are 17% of our population with a projection to increase to 25% by 2030 Customer Service

  9. Hispanic / Latino Population • Offer driver manuals, brochures and other information in Spanish. • Advertise in Spanish newspapers, radio stations and websites. • Reoccurring articles in Hispanic publications • Attend Hispanic / Latino festivals and fairs • Monthly live radio interview with a Spanish radio station • Spanish language Tweets and Videos Customer Service

  10. Customer Service

  11. Teen Population • Graduated Driver License (GDL) Program • Teen Driver Website • Corresponding with driver education teachers • Partner with other agencies to promote safe teen driving. • Attend school functions and fairs • Novice Driving Magnets • “TXTNG KILLS” Thumb Bands • “No Phone Zone Pledges” Customer Service

  12. Customer Service

  13. Senior Population • Senior Driver Website • Senior Driver Manual • Senior Day at DMV • Attend Health & Information Fairs at Senior Centers • Partner with other agencies on the Senior Driver Task Force Customer Service

  14. Customer Service

  15. It is working… • With our current outreach to our Hispanic / Latino, teen and senior populations, the number of repeat customers has reduced. • They are getting the message… • They have all of the correct documents they need and understand the process when they come to the DMV for a smooth and quick transaction. • They are appreciative of the efforts… • Commended by the communities. Customer Service

  16. Customer Service • Triage Counter • Reviews documents prior to going to the counter for processing • Every driver license customer is given a checklist • Currently, triage is a driver services function, but we are looking at expanding to vehicle services as well

  17. Customer Service • Customer Outreach Events • Delaware State Fair • Delaware Auto Show • 55+ Expo at Dover Downs • Partnering with Boys and Girls Club • .

  18. Customer Service • Advertising to keep your customers informed and appeal to your demographic • Newspapers, magazines, billboards, theaters… • .

  19. Customer Service Bus Backs Bus Side Panels Billboard at Blue Rocks Stadium

  20. Customer Service • Kiosks • Driver license renewals • Duplicates • Address changes • Motor Voter • Organ Donorship

  21. Adding More Online Services • Customer’s can create a “My DMV” account that is specific to them to make changes to their account • Change their registration address • Add or change Next of Kin Registry information • Print driving record Customer Service

  22. Jennifer Cohan(302) 744-2545 – Office(302) 242-2359 – CellJENNIFER.COHAN@STATE.DE.US_________________________________________________________________Www.dmv.de.gov_________________________________________________________________Follow us on Twitter@delawaredmv_________________________________________________________________Visit our you tube channel

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