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Government Reform Final 03-16-11 -   2.1 - Self-Service Driver Transactions

 
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Government Reform Final 03-16-11
1. Sharing Services
2. Improving Service to Citizens
3. Improving Efficiency
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Action Plan
  
 
 

2.1 - Self-Service Driver Transactions
What are the customer service and business results from DOL's 21st Century Initiatives?

 
 
 
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Data Notes

Data Source:

 

DOL Drivers DataMart System for self-service transactions.  DOL Q-Win and Q-Flow lobby management systems for wait times. Data through December 2010 provided by Research and Planning Office January 2011.

Measure Definition:

 

 

Self-service transactions include those completed by customers skipping a trip to a Licensing Service Office (LSO), by using Internet and mail-in options to complete services traditionally only available through LSOs.  Wait times are the statewide average number of minutes from LSO customers taking Q-Win or Q-Flow ticket to service beginning with licensing representative at service counter.  

Target Rationale:

 

The target of 500,000 new self-service transactions during calendar year 2010 was a stretch target based on a 2 year action plan of self-service improvements, early results from first improvements, and the projected customer eligibility for self-service transactions.
Link to Agency Strategic Plan:

Our 21st Century Initiatives reflect our 2009-11 key strategies of capitalizing on technology and creating a new service delivery model for the future, to achieve our key objectives of efficient business processes and improved customer services.

Relevance:

  

 

Increasing self-service options is responsive to customer preferences and taxpayer expectations for government reform.  Increasing use of self-service options saves customers time, saves DOL time and money, and reduces DOL's carbon footprint.  Self-service options and LSO consolidation are two of DOL's key strategies for 21st century government reform.  
Notes: (Optional)

 

Also Available
Action Plan: Yes
Extended Analysis: Yes

 Drill Down Measures

 Summary Analysis

DOL has upgraded its driver services delivery model for the 21st Century, and is providing a growing number of self-service options designed to improve the customer experience and government efficiency.   

  • Customers can skip a trip to a licensing service office (LSO), by using self-service Internet and mail-in options for driver license and identification card renewals and replacements, enhanced driver license (EDL) renewals, driver license reinstatements, and driver record requests.
  • Customer acceptance of these options is high.  Focusing on the new or enhanced self-service options only, customers have completed the following self-service transaction volumes:
    • over 462,000 in calendar year 2010
    • an 85% increase over calendar year 2009
  • Efficiencies have been achieved.  Comparing 2010 to 2009, DOL has:
    • absorbed a 12% increase in total driver transactions ("doing more with less" while implementing budget reductions)
    • kept the in-office workload increase down to 5%
    • consolidated offices; closed 11 LSOs, and converted 4 LSOs to Supercenters with enhanced services and extended hours
    • saved 4% in LSO building lease and rent expenses (July through December, due to closed offices) 
    • saved 4% in LSO FTE expended (July through December, due to budget-driven temporary lay-off days)  
  • Additional value, although less quantifiable is realized through the reduction in: customers' time and trips to LSOs, the local traffic, and our carbon footprint.
  • We ended calendar year 2010 only 7% below our stretch target of 500,000 new self-service transactions. Causes for the shortfall included a decline in customer eligibility for self-service renewal (as described in 2.1.a), and lack of resources for two technology and process improvements.
  • Statewide average LSO wait times increased by 6 to 17 minutes during the last half of 2010.
    • July through October and December wait times were worsened by budget-driven temporary lay-off days.   
    • November wait times were worsened by inclement weather closures and implementation of the new policy requiring proof of Washington residency. 
    • Wait times would have been even longer without the increase in self-service transactions, by an estimated 6 to 8 minutes.