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Transportation Final 10-15-09 -   L.1 - Auburn 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
  
 
Final GMAP Reports > 5. Transportation > Transportation Final 10-15-09 > Current Conditions > L. - Dept. of Licensing Consolidated Office Closures > L.1 - Auburn Office Closure
 

L.1 -  Auburn Office Closure

What are the customer and business outcomes from the Auburn office closure?
 
 
 
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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 three weeks following the closure of the Auburn office include:
  • Increased transaction volumes for each of the three nearby offices (Kent 39%, Federal Way 22%, Puyallup 19%), equal to 91% of Auburn’s previous transaction volume, suggesting most of Auburn’s previous customers chose to visit these three nearby offices.
  • Increased internet license renewals in the city of Auburn (18.4% in April compared to 14.1% in January through March), suggesting that more of Auburn’s previous in-office customers chose or accepted this internet alternative to in-office service. 
  • Decreased customer wait times at Kent and Puyallup, and steady wait times at Federal Way (as shown by initial weekly charting, and now sustained through May), suggesting that customer service did not suffer, and planning and staffing with greeters was effective.   
  • Improved business efficiency for the three nearby offices, with an overall transaction volume increase of 27% being absorbed by a 25% FTE increase (staff redistributed from closing office)
  • Effective workload redistribution at the three nearby offices, with transaction volume per FTE minimally impacted by a 1.5% increase per FTE.

Key Action Items:

  • Manage long term results by analyzing performance data for this closure on a monthly basis.
  • Analyze short term and long term performance data for upcoming closures and consolidations.  (Link to map of all closures here). 
  • Implement 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 the office consolidation planning phase, using analysis from above, community outreach and collaboration.

 
Extended Analysis and Action Plan