The following individuals, teams and agencies have been recognized by their peers as providing customer service excellence. Congratulations on a job well done!
Region I International Award Winners
Individual International Award
Judith Isackson, Assistant Chief of Office Services, New Jersey Motor Vehicle Commission
New Jersey Motor Vehicle Commission’s Mail Processing Operations Center (MPOC) generates approximately 17 million pieces of mail annually. Judith Isackson, a 29-year employee of MVC, lobbied for a major overhaul of the MVC’s mail processing system. With her guidance, the Mail Modernization Project has gone from the dark ages to a more efficient, upgraded system that clearly meets the needs of the MVC and its customers. She oversaw the installation of three new inserting machines that have taken the Mail Processing Operations Center from 2,500 pieces per hour to 5,000 pieces per hour.
Judith was also responsible for purchasing a new mail sorting system. MVC estimates that the improved technology available in the mail center has increased MPOC production by approximately 50 percent while decreasing yearly spending by 12 percent. In the first year alone, MVC realized an estimated savings of nearly $565,000 while processing 7.7 million pieces of mail.
Team International Award
Jason Mallett, Safety Policy Advisory and Leo Tasca, Team Leader, Road Safety Program Office, Senior Group Education Sessions in Alternative Languages Team, Ontario Ministry of Transportation
In Ontario, drivers 80 years and older are required to fulfill unique license requirements every two years, the main segment of which involves the applicant attending a 90-minute group education session facilitated by a ministry counselor in either English or French. Seniors are provided with information on age-related changes that affect driving, high-risk driving situations, ways to adapt, and rules of the road/traffic signs that are more relevant to seniors’ driving habits.
The program is premised upon a partnership with ethnic community organizations oriented toward providing assistance to Ontario seniors. The ministry accommodates requests for a senior driver group education session in a non-official language made by a community organization with a minimum of 12 participants eligible for license renewal. The community organization provides an accredited interpreter from a not-for-profit interpretation service provider.
The program provides an equal opportunity for all linguistic communities to participate across Ontario. Although the government is only required to deliver services in either of Canada’s official languages, English and French, the ministry is able to provide road safety education to seniors with language barriers. The sessions have provided a more stress-free environment for seniors. Ontario partially credits this program for lowering the average fatal collision involvement rate by more than 36 percent over a four-year period.
Individuals and organizations instrumental in the development and ongoing implementation of this program are:
- MTO Regional Coordinators Jabeen Khan, Theo Mastorakos, Sue Keall, Joe Skidmore and Jeff Hudebine,
- MTO Counsellors Norma Duguay and Elena Pacitto,
- MTO Legal Counsel Colin Douglas,
- Ron Moro of the Giovanni Caboto Club,
- Sherry Li of the Carefirst Seniors and Community Services Association,
- Ontario Ministry of citizenship and Immigration,
- Ontario Seniors’ Secretariat.
Agency International Award
New Jersey Motor Vehicle Commission
In 2006, the New Jersey Motor Vehicle Commission experienced a “volume spike” in license renewals when the average monthly volume of scheduled license renewals rose by more than 150 percent per month. This challenge was exacerbated by two major changes in the process: drivers had to renew in person at an MVC agency, and New Jersey had implemented new 6 Point ID Verification procedures.
The MVC’s communication department developed a two-tiered strategy to address the challenge, with a special focus on maintaining excellent customer service. The two objectives were awareness and preparation. The MVC increased awareness of the challenges facing license renewers and aided them by providing information and step-by-step instructions on the Web for license renewal and 6 Point ID Verification. The awareness tactics included several public relations appearances by the MVC Chief Administrator, including radio appearances and direct mail campaigns.
The direct mail campaign consisted of a renewal reminder letter and two inserts—a “Skip the Trip” flyer and a “6 Point ID Verification” brochure. The preparation tactics included development of the microsite “Renew your License” on the NJMVC.gov site. The “6 Point ID Verification” landing page has remained one of the top five visited pages on the NJMVC.gov site during all of 2006. It was viewed by 789,044 visitors, or 46 percent of the renewers, for the year. The “Document Selector” application was used by over 510,000 people, or 30 percent of the renewers, with 68 percent of the people viewing every page and completing the process. MVC processed 1.7 million license renewals with average wait times well below 10 minutes on most days—even during peak license renewal days.
Region II International Award Winners
Individual International Award
Theresa Gonyo, Virginia Department of Motor Vehicles
When the Virginia Department of Motor Vehicles recognized the need for a new document imaging program, the agency also realized there was one person for the job—Theresa Gonyo. Theresa led the development and implementation of the multi-million dollar technology initiative that enables the agency to manage millions of documents effectively and efficiently by scanning, automatically archiving and electronically storing the documents. Although she does not provide face-to-face service at a customer service center, Theresa works behind the scenes as a champion for exceptional customer service. She and her staff of 49 employees provide direct customer service to a diverse customer base. Three words are the cornerstone Theresa’s 30-year career with the Virginia Department of Motor Vehicles: organization, dedication and leadership. She lives by the philosophy “Treat everyone as if they are your only customer.”
Team International Award
Emergency Contact Information Team, Florida Department of Highway Safety and Motor Vehicles
Providing law enforcement with the ability to contact the next of kin or emergency contact in cases of motor vehicle accidents or other emergency situations seemed a socially responsible service for the citizens of Florida. This was in response to a Florida customer whose daughter was injured after a motor vehicle accident. Law enforcement was unable to identify and contact the next of kin until several hours after the crash, by which time the daughter had died.
The department’s desire to assist this customer in her plight to improve the notification of the next of kin resulted in a simple and easy Web site where customers can enter their own emergency contact information. To date, over 435,000 customers have entered their information and law enforcement has made more than 28,000 inquiries – all in a four-month period since implementation.
Agency International Award
Georgia Department of Driver Services
Designing a training program leading to a certification in Customer Service has raised the awareness levels of all George Department of Driver Services employees to the department’s commitment to a customer-service focus and has helped re-shape public opinion of DDS as an agency that cares about its customers. The DDS training process begins at employee orientation and continues through various stages of an employee’s tenure with the agency.
The training program was designed in-house specific to meeting the needs of DDS and includes a Customer Service Is Our Commitment Certification Program Manual, C.A.R.E. P.L.U.S. Model, a Customer Service Is Our commitment Pin and DDS Customer Service Month. C.A.R.E. is based on DDS’ core values of Communication, Accountability, Respect and Ethics. Not only is this program a great success but also is the first certification program of its kind in Georgia State government. Team members include from left to right: Shannon Byrd, MJ Jackson, Craig Southern and Debra Hennig.
Region IV International Award Winners
Individual International Award
David Metcalf, Idaho Department of Transportation
David Metcalf wanted to communicate renewal information to Idaho-based intrastate commercial carriers, foreign full-fee carriers and all national hazmat carriers while avoiding the multi-page renewal notices sent out in previous years. So he designed a renewal notification card that directed customers to Idaho’s online services, as well as provided instructions on how to submit the application or how to renew online and print a renewal. David worked with DOT’s Internet provider to ensure the best possible experience for Idaho customers when using online services.
In addition, he worked with in-house IT staff to send traditional renewals to customers with fewer vehicles while the larger or previously online customers received the renewal card. He designed a follow-up strategy to further ensure that vehicles were renewed on time. Thanks to his efforts, there was a significant increase in online renewals and staff was able to increase their time to focus on more complex or incorrect renewal submissions. David’s approach to this problem ensured that DOL was able to meet their customers’ needs even though there had been a staff reduction of one-third.
Team International Award
EZ E-mail Team, Arizona Motor Vehicle Division
The EZ E-mail project was aimed at customers who are required to renew their vehicle registration every year or every two years. Previously, these customers had four alternatives for renewing—in-person at an MVD office, in-person at a third-party provider facility, by mail, or online through MVD’s electronic service system, ServiceArizona. The one thing these customers had in common was that they received renewal notices by ground surface mail through the U.S. Postal Service.
EZ E-mail provides an option to eliminate the ground mail and replace it with electronic mail notification. The EZ E-mail project reduces MVD expenses for processing registration renewals, reduces departmental mailroom expenses, saves customers money, and accommodates the growing volume of modern-day consumers who feel comfortable doing business electronically. More than 200,000 customers have registered their e-mail addresses with MVD since July 2006—nearly 10 percent of the typical number of renewal notices that are sent each month.
Agency International Award
On The Spot Renewal Service, Division of Motor Vehicles, Utah State Tax Commission
The On the Spot Renewal program streamlines Utah’s vehicle registration process for the citizen. The typical vehicle registration renewal process requires citizens to take their vehicle to a certified emissions/safety inspection station for testing and then, using the certificate issued, to renew their registration, either online, in-person at DMV or through the mail. On the Spot allows citizens to complete the entire process in one place by taking the vehicle to a participating station for the necessary tests and online renewal.
DMV provides decals directly to participating stations and station personnel can affix the renewal decal to the vehicle once the online process is complete. DMV had to target two different audiences—inspection stations and vehicle owners. DMV had to find inspection stations and citizens willing to use the new service. Since its launch, the On the Spot program has processed over 160,000 transactions with 150 stations participating. From 2005 to 2006, DMV saw a 200 percent On the Spot transaction increase in month-to-month comparisons. In Salt Lake County, 24 of the 25 busiest stations are OTS stations. Of the 50 stations in the county, 42 (84 percent) are OTS stations, distributing the workload across the state while easing the administrative burden on DMV. This allows DMV to reduce the load and wait times in the DMV offices.
Note: Region III did not have enough entries to qualify for the International Award category.