In her nearly 20 years with the Arizona DOT, Anne has consistently taken the lead on adopting new features or projects, overseeing busy seven offices in the state. She also has been instrumental in promoting the MVD organ donor program and serves as a strong advocate for the homeless population in Arizona. She also co-leads her Division’s involvement with the StandDown program for homeles veterans, assisting them with getting documents and access to services.
Richard Holcomb, Virginia Department of Motor Vehicles
As Commissioner of the Virginia DMV, Rick embodies customer service excellence through his commitment to furthering online migration of DMV services, serving customers faster and more conveniently, and saving money. Wait times inside customer service centers have decreased under his leadership, the DMV’s website has seen record-breaking increases in usage. He’s also implemented Virginia’s DMV 2 Go mobile customer service centers. These are just a sampling of his many successes at the helm of the Virginia DMV.
Georgia DDS Knowledge Testing System Project Team
With their Knowledge Testing System Integration Project Team, the Georgia Department of Driver Services enhanced the integrity of their driver’s license issuance process by automating tasks that were performed manually. They developed a web-based testing program that automatically populates commercial and non-commercial knowledge test scores from the web-side scoring to mainframe-side record keeping allowing for immediate transfer of information without manual intervention. The process provides for greater convenience for customers, lower costs for the DDS, and better resource utilization – all while maintaining customer service, document and data security goals.
Arizona DOT MVD Electronic Data Services Team
The team collaborated with representatives of three agencies to complete projects that benefit the state’s low income health care program, the courts and county assessors. The Electronic Data Services Team exceeded expectations by designing a way to get the partner agencies the data they needed – and at no cost.
Delaware DMV Veteran ID Card Issuance Program
After becoming aware that many veterans may never receive a replacement ID Card, the Delaware DMV began issuing Veteran ID cards to those who have lost or damaged their original IDs issued by the VA. They found that the number of Veterans who had no identification other than their official military paperwork was huge and during the first month of this new program, Delaware DMV issued over a thousand veteran ID cards and they’ve averaged 50 to 100 cards every week since then. Many veterans have expressed their thanks to the DMV for their help.
Indiana BMV’s “Visit Improvement Program” was developed to provide an effective means of tracking and measuring their customers’ experiences - monitoring their overall visit time in a branch, and using that information to enhance customer satisfaction. Mimicking a technology used in the food service industry for the queuing process, the BMV is able to track customers from their initial entry through their entire visit. Overall visit time went from an average of just over 30 minutes to an average time of just under 14 minutes – and their customer service satisfaction rating has shot up to 96.2%.