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Government Reform Final 12-15-11 -   2.1 - Self-Service Driver Transactions

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Government Reform Final 12-15-11
1. Sharing Services
2. Improving Service to Citizens
3. Improving Efficiency
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 October 2011 provided by Research and Planning Office November 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:


FY12 target: 520,000 transactions completed through all new self-service options.  Based on FY11 actual transactions from 8 options plus projected transactions from 9th new option being added early FY12, adjusted for eligibility, resulting in a target equal to a 25% increase from FY11 to FY12. 
Link to Agency Strategic Plan:

Our 2011-13 Strategic Plan calls for continual improvement of self-service, revising and adding service delivery options that are  preferred by customers and good for DOL business efficiency.  




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.
Notes: (Optional)


Also Available
Action Plan: Yes
Extended Analysis: No

 Drill Down Measures

 Summary Analysis

DOL continues to upgrade its driver service delivery model for the 21st Century, by providing a growing number of self-service options designed to improve customer service and business efficiency. 

  • A new Internet self-service option was added August 22, 2011; customers can now change their address online, for their driver license or identification (ID) card.  Early use of this option represented the highest monthly volume of any self-service transaction type.  After completing an address change online, many customers also chose additional online transactions.  In September and October, customers purchased over 8,000 driver license and ID duplicates compared to the previous monthly average of 4,000.
  • Cumulative: Over 1.1 million transactions have been completed by customers choosing among the nine new self-service options added since January 2009 (as detailed in 3 graphics to the left).  Of those transactions, 82% were completed by Internet, and 18% by mail.
  • Customer satisfaction with Internet self-service transactions remains high (based on customers taking our online survey about their most recent Internet transaction).  This October 88% of the respondents were satisfied (including 70% "very satisfied"), slightly better than a year ago.    
  • Self-service can also help manage in-office volumes and wait times.  The statewide average License Service Office wait times have improved March through October 2011 compared to 2010.  (Starting in April 2011, wait times were also positively impacted by an improved proof of residency procedure).  This October's average wait time was 17 minutes, the lowest wait time of the past three years.