July 14, 2008
By Mary Beth Schneider
Indiana's Bureau of Motor Vehicles has been named the international award winner for customer service excellence by the American Association of Motor Vehicle Administrators.
Gov. Mitch Daniels told some 300 cheering BMV employees of the award this morning at their quarterly staff meeting.
The award represents a major turnaround for the agency, long the butt of jokes and complaints by the public for long waits.
But, Daniels told the employees, the only emails and comments he gets these days from the public about the BMV are "people saying 'Wow!'"
The BMV has improved customer satisfaction, measured in surveys, from 84 percent in 2005 to 97 percent this year, the agency said, with average branch visit times reduced from 12 minutes 26 seconds in 2007 to 8 minutes 54 seconds this year.
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