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Transcript of 1 Massachusetts Department of Transportation Registry of Motor Vehicles Division Customer Service...
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Massachusetts Department of Transportation
Registry of Motor Vehicles Division
Customer Service Experiences Innovation and Improvement
December 8, 2011| Leading the Nation in Transportation Excellence | www.mass.gov/massdot
Deliver excellent customer service to people who travel in the Commonwealth, and to provide our nation’s safest and most reliable transportation system in a way that strengthens our economy and quality of life.We are one transportation organization focused on customer service and safety.
Provide superb customer service respectfully and efficientlyEnsure the safety of the 4.68 million drivers licensed and the 5.82 million vehicles registeredMaintain the integrity and security of our processes for every product or service offered.
October 27, 20112 | Leading the Nation in Transportation Excellence | www.mass.gov/massdot
MassDOT Mission
RMV Division Mission
RMV Current Business Environment$1B annual revenue collected30 branch offices4.7M licensed drivers5.6M registered vehicles2.3M annual phone calls2 to 3M annual Internet transactions (registration renewal is popular)6M mainframe transactions per day
December 8, 2011 | Leading the Nation in Transportation Excellence | www.mass.gov/massdot 3
December 8, 2011| Leading the Nation in Transportation Excellence | www.mass.gov/massdot 4
The RMV Evolution
The RMV was subject to similar studyRMV in late 1990’s was “big gray battleship” of state governmentLegislative committee conducted oversight hearings on service levels Legislature identified issues and recognized that solutions would require organizational investments
“Bricks and mortar model” no longer sufficient to meet customer demands
Massachusetts invested $13M in 1999 to upgrade phone center technology and increased staffing level to provide service
Same updated investment made by MassDOT to maintain phone services as viable alternative service option
Business plan includes expanding phone center platform to include voice recognition technology service options for more “self-service”
This technology requires planning for continued maintenance and longer range planning for technology replacement as systems age and reach end of useful life
December 8, 2011| Leading the Nation in Transportation Excellence | www.mass.gov/massdot 5
Reducing Reliance on Traditional Service Delivery Model
• Moving motor vehicle administrations into the modern era
December 8, 2011| Leading the Nation in Transportation Excellence | www.mass.gov/massdot 6
Reducing Reliance on Traditional Service Delivery Model
In November 2011, the RMV served
240,100 customers in our branches
Statewide average wait time was 13 minutes and 15 seconds
December 8, 2011| Leading the Nation in Transportation Excellence | www.mass.gov/massdot 7
For those that do visit a branch….
December 8, 2011| Leading the Nation in Transportation Excellence | www.mass.gov/massdot 8
November 2011 Registry of Motor Vehicles Dashboard
04/10/23 | Leading the Nation in Transportation Excellence | www.mass.gov/massdot 9
Green line is the wait time goal.
November 2011 Registry of Motor Vehicles Dashboard
Finding cost savings for offices
Partnerships with communities for free spacePrivate landlords seeking to increase foot trafficThe RMV model has 20 of 30 branches that are in free or limited cost spaces
December 8, 2011| Leading the Nation in Transportation Excellence | www.mass.gov/massdot 10
Modernizing the “Bricks and Mortar” Model
Future state of customer service depends on best practices
Think retail: we offer products and services for sale
Embrace change management: change is constant and need to manage responsiveness
Know your customers: understand expectations
• Improve ability to embrace technologyDecember 8, 2011| Leading the Nation in Transportation Excellence | www.mass.gov/massdot 11
Customer Service Deliver superb service that both anticipates and responds to
customer needs.
The Registry of Motor Vehicles Modernization (RMVM) Program is the most innovative effort of our generation
To be the National Leader in Putting the Customer First – across Service, Information, Security and Safety
December 8, 2011| Leading the Nation in Transportation Excellence | www.mass.gov/massdot 12
InnovationImprove and integrate transportation services using creative thinking and best available practices and technology, with minimal public disruption
04/10/23 | Leading the Nation in Transportation Excellence | www.mass.gov/massdot 13
RMVM Vision Statement
December 8, 2011 | Leading the Nation in Transportation Excellence | www.mass.gov/massdot 14
Plan procurement scope and strategyEstablish a procurement teamIssue RFI for Vendor comment on approach and scheduleWrite and post RFRReview, analyze and evaluate responsesIn-person Vendor presentationsRecommend apparent winning vendorNegotiation and MassDOT Board Approval
December 8, 2011| Leading the Nation in Transportation Excellence | www.mass.gov/massdot 15
Procurement ProcessKey Milestones for FY12
Flexibility- solutions allowing minimum effortQuality/Ease of UseInformation to measure operational and process performanceInteroperability- point of originSimplicity/ReliabilityTransparencyRegular Outward-Facing ImprovementsSecurity and Safety- support legislative changes and data security
December 8, 2011| Leading the Nation in Transportation Excellence | www.mass.gov/massdot 16
Procurement Guiding PrinciplesObjectives to be met through RMVM
December 8, 2011| Leading the Nation in Transportation Excellence | www.mass.gov/massdot 17
RFR Schedule
Questions and
Comments are
Welcome
December 8, 2011| Leading the Nation in Transportation Excellence | www.mass.gov/massdot 18