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Transportation Final 10-15-09 -   L.2 - Greenwood Office Closure

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Transportation Final 10-15-09
1. Safety
2. Preservation
3. Mobility
4. Environment
5. Stewardship
Current Conditions
6. Economic Recovery
L.2 - Greenwood Office Closure

What are the customer and business outcomes from the Greenwood office closure?
Progress icon Operation in progress...
Data Notes See Summary Office Consolidation measure page
Also Available  
Action Plan: Action Plan is on the Summary Office Consolidation measure page
Extended Analysis: Yes

 Summary Analysis

Initial results during the four weeks following closure of the Greenwood office included:

  • Increased transaction volumes for five of the six nearby offices (Shoreline 77%, Lynnwood 18%, Downtown Seattle 14%, Kirkland 9%, West Seattle 7%) and a decrease in volume for one office (Renton 5%). 91% of Greenwood’s previous transaction volume is accounted for in the increases of the 5 offices, suggesting that most of Greenwood’s previous customers chose to visit these nearby offices.
  • Increased use of the internet for license renewals in the cities of all impacted offices (i.e., for Seattle, from 18% in April to 23% in May).  This suggests that more of Greenwood’s previous in-office customers chose this non-office service alternative. 
  • Average weekly wait times increased by 40% in the three nearby offices providing Enhanced Driver Licenses (EDL); the unprecedented workload volume and complexity caused by the June law change for travel ID caused wait times to begin increasing in May. Wait times in the three nearby non-EDL offices also increased, but remained low, with weekly averages of 5-17 minutes.  
  • Minimal transaction per FTE increase of 2.9%, with workload redistribution to five of six nearby offices covered with existing staff.

Key Action Items:

  • Manage long term results of this closure by analyzing monthly performance data.
  • Analyze short term and long term performance data for upcoming closures and consolidations.  (Link to map of all closures here). 
  • Continue implementing service delivery enhancements, analyze results, and update related plans accordingly.  The 2009 scheduled enhancements include four self-service online transaction options, self-service terminals in some offices, mail-in license renewal option, and initial elements of Supercenters.  (Link to Supercenter map here).
  • Complete office consolidation planning phase, using analysis from above, community outreach and collaboration.