cater2TheCustomer

August 2014

 

Organizations face the continuing challenge of balancing how they provide excellent customer service with budgetary constraints, customer preferences regarding delivery methods and providing special services. Jurisdictions have implemented a variety of services including self-service kiosks, online services and scheduling systems. Here are the results of some recent surveys regarding customer service.

Topic: Online Scheduling System

Does your state have an online multi-scheduling system?

(30 respondents)

Yes: 18

No: 8

We are planning to do this in the future: 4

What features are included?

(30 respondents)

Auto road test scheduling: 17

MC/moped road test scheduling: 15

CDL road test scheduling: 7

Driver re-exam/conference scheduling: 9

Specialty inspection scheduling: 2

Topic: Promoting Driver License Self-Service Kiosks

Does your jurisdiction offer self-service kiosks?

(45 respondents)

Yes: 9

No: 30

We are planning to do this in the future: 6

What does your jurisdiction use to help promote the kiosk?

(45 respondents)

Social media: 4

Press releases: 3

Radio/television: 2

Website: 6

Displays/materials at DMV offices: 9

Topic: Auditory Version – Motor Vehicle Rules Handbook

Has your jurisdiction created an audio version of the handbook/manual of motor vehicle laws used to study for the driver license test?

(32 respondents)

Yes: 10

No: 22

Topic: Emergency Contact Registry

Does your jurisdiction currently have a Next of Kin or Emergency Contact Information Registry?

(38 respondents)

Yes: 12

No: 23

We are considering doing this in the future: 3

All of the questions and details for each of these surveys can be found in the survey tool on the AAMVA website.