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Virginia-Vital Records

Virginia-Vital Records. A Kinder, Gentler Waiting Room….. The Wal-Mart Solution Presenter Deborah Little-Bowser State Registrar-Va. History. New Legislation- “Legal Presence” Effective 1/1/04 To obtain a DMV issued card. Must prove you can be in the USA legally for:

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Virginia-Vital Records

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  1. Virginia-Vital Records A Kinder, Gentler Waiting Room….. The Wal-Mart Solution Presenter Deborah Little-Bowser State Registrar-Va.

  2. History • New Legislation- “Legal Presence” • Effective 1/1/04 • To obtain a DMV issued card. • Must prove you can be in the USA legally for: • First time Drivers license • DMV identification card • Reinstatement of driving privileges

  3. Impact on Vital Records • Increased demand for: • Birth Records • Amendments/Corrections to records • Marriage Records • Resulting In • Increased number of walk-in customers • Increased telephone calls • Increased complaints

  4. Impact of the anticipated increase of customers? • Fiscal & Staffing Concerns • Do we have enough staff to handle: • Walk-in customers • Increase in mailed request • Increased Telephone calls (system is OLD • Where would we get staff from? • Training Issues

  5. Walk-in Customers- 03 Total= 99,639 Automated Mail-BC’s issues 03 Total=170,141 Walk-In Customers- 04 YTD Total= April 43,047 Automated Mail-BC’s Total= April 04- 73,457 Compare the numbers!All requestors must have a valid ID & entitlement

  6. The Solution • A person was needed to handle the large volume of persons who visited the office. • Hire temp/hourly staff • Approval denied for additional FTE’s • New telephone system • Time to be creative/think outside of the box • Other avenues for staff

  7. Considerations • AARP • Rehabilitative Services • Temporary Agencies

  8. AARP to the Rescue • Virginia VR- had a positive working with AARP in the past • Virginia Rehab Services- good working relationship- no available candidates • New temp agency- very willing to work with us- sent good workers.

  9. The Greeter Arrives • George worked in a “free clinic” environment, easy going & always has a smile. • AARP paid him a stipend • Ready and eager to work • Customers love him

  10. Here’s George - The Greeter

  11. Your typical day- Some folks are just not happy

  12. Each customer is greeted by George Soothing music is played in the waiting room. Customer is asked what document they are requesting Identification is checked before getting in line Application is completed while in line (we have plenty of clipboards). If record not filed in Va.-information is given for state of event How does he keep the customers happy?

  13. What a pleasant experience! That was quick You made my day You put DMV to shame Can I take George home? Can I have a date with George? Nice music You set the bar for state gov’t. Courteous staff Helpful staff Customer Comments

  14. What can you do in tight fiscal times/increased demands for service ?

  15. Ask staff for ideas Think outside of the box Get customer input Speak to other states Look at similar agencies What companies/services in your world give you good customer service? Talk to them Training-make it work for you. Volunteers Be Creative

  16. Other Steps taken • Extended hours-beginning May 1- Saturday hours 8-12 • Expanded web site-information • Work with the media and other agencies • Additional revenue- 7/1/04 fee increase to $12.00

  17. Thank you, any questions?

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