The Customer Experience

August 2014

How is your jurisdiction changing/improving the customer experience?

Troy Dillard
Director, Nevada Department of Motor Vehicles

Although we are always striving to enhance the customer experience, there are two specific areas of focus in play right now.

First, there is Dash Pass, our new queuing system. It allows our customers to text in, call in or go online to get in a virtual queue that allows them to shift their wait times away from our offices to wherever they want to be. The system communicates with them to alert them when it is time to come into the office, where the last four digits of their cell- or landline phone number is displayed on our queue screens.

We launched a pilot of Dash Pass in our Reno office earlier this year and recently added the Carson City office. The system will roll out shortly in Las Vegas, our major market with multiple offices.

The second area of customer experience enhancement is our MyDMV Web portal, which we launched last year. MyDMV allows our customers to register online for a personalized DMV account where all of their license and registration records are housed in one place.

Through June, nearly 270,000 customers had registered on MyDMV and conducted 433,904 transactions. In [fiscal year] 2014 we conducted more than 1 million online transactions, a 32 percent increase from the previous year.

Pam Lilly
Chief of Customer Relations, Delaware Division of Motor Vehicles

Providing great customer service is the heart of any outstanding business or organization, and the Delaware DMV is no exception. By focusing our efforts on improving customer service by providing such services as our number queuing system, self-service kiosks, live Web chat and our customer outreach programs, just to name a few, we have significantly increased our customer approval rating over the years. The key to providing great customer service starts with having excellent employees, and the Delaware DMV has a staff that is second to none. I am very proud of our accomplishments and look forward to the future at Delaware DMV.

David J. House
Public Information Officer, Oregon Department of Transportation

Here are a few highlights among the many things that Oregon DMV is doing to improve customer service:

  • At the reception desks at larger offices, employees focus on quickly determining customer needs; providing forms and information; and directing customers to an express line, to take a seat or to return to the office at a later time with additional documentation.
  • Express lines focus on the types of transactions that take less time, which gets those customers in and out of the field office more quickly and allows other representatives to focus on the more difficult or lengthier transactions.
  • During busy hours, we sometimes use an “aces in places” strategy, which directs one type of transaction to the employee (the “ace”) who is most efficient at doing that particular transaction.
  • We are constantly experimenting with other ideas, such as calling customers to their turn at the counter immediately after beginning to serve the previous customer. This saves a few seconds of time for the customer to walk from the waiting area to the counter, but over the course of a day those few seconds per customer add up to reduced wait times for everyone.