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
Mary Rose Nelson, New Jersey Motor Vehicle Commission
As part of the Customer Advocacy Unit, Mary Rose sees herself as the public defender for the MVC customers who seek out her unit’s assistance. Her willingness to go above and beyond for New Jersey’s motorists in need has become contagious and has co-workers asking themselves, “how would I feel if I were in this situation?” When presented a problem, Mary Rose works to find common ground that will ultimately resolve the issue to the satisfaction of the customer and the department. Mary Rose exemplifies that great customer service is a result of finding the “win-win” solution.
Team International Award
Driver Manual Project, New Jersey Motor Vehicle Commission
As in all agencies, New Jersey’s Driver Manual is a publication essential to the mission of the department and vital to the preparation of new drivers. In 2007, the MVC outlined a plan for overhauling the driver manual that began with the formation of a project team consisting of employees from various divisions within the Motor Vehicle Commission. The team review the manual chapter by chapter and spend each meeting sifting through it page-by-page offering comments and suggestions, noting concerns and providing input based on their own area of expertise. Only one year later, the Motor Vehicle Commission published the new New Jersey Driver Manual. The manual has garnered positive feedback from several outside groups, including AAA and the Division of Highway Traffic Safety. The department believes that the new driver manual is one more tool that will help the organization meet its vision of being a model of excellence. Even though the team members were asked to assist in a multiple-month effort, each continued to efficiently and effectively handle the daily workload of his/her respective positions within the MVC. This is a credit to the dedication and commitment of each of the members and it ensured that the Driver Manual was written with input from experts in the areas that are important in teaching new drivers and to the public safety.
Region II International Award Winners
Individual International Award
Rosemary Fritz, Louisiana Office of Motor Vehicles
Rosemary has 38 years experience with the Office of Motor Vehicles dealing with customer service, staffing, budget, legislative reporting, using new technology to protect the privacy of Louisiana citizens and working in partnership with other agencies and industry. “Rosie” served as Deputy Commission from July 1999 to October 2006, supervising three administrative sections: Field Services, customer Services and Headquarter Services. She also served as a liaison with the Louisiana Legislature, Office of Management and Finance and Louisiana State Police. During her tenure, customer service within the Office of Motor Vehicles was 94 percent satisfaction level. She returned from her retirement in October 2006 to act as Facility Director on a part-time basis. She is responsible for building projects for Office of Motor Vehicles and coordination with the office and property owners to develop and plan facilities. In addition to other accolades, Rosemary received the Certificate of Recognition for Public Service from Governor Kathleen Blanco, Excellence in Public Service and Certificate of Recognition for the Department of Public Safety, Public Safety Services and Louisiana State Police.
Agency International Award
Kentucky Vehicle Enforcement
Vehicle Enforcement has the distinction of becoming the first commercial law enforcement agency in the nation to become certified by the Commission on Accreditation for Law Enforcement Agencies. CALEA accreditation is the culmination of a three-year process that included on-site inspections from a national team representing the Commission. Assessors examined files, conducted panel interviews of staff members, inspected facilities and performed ride-a-longs with officers. CALEA certification means Kentucky Vehicle Enforcement is nationally recognized as using best practices in modern policing and being a model for other law enforcement agencies. Congratulations to Major David Herald and the Kentucky Vehicle Enforcement officers.
Region III International Award Winners
Individual International Award
Jill Reeve, Wisconsin Division of Motor Vehicles
Jill was the Program Supervisor for the Medical Review Unit within the Wisconsin Bureau of Driver Services. Jill has been instrumental in changing and advocating new processes to improve the customer service provided by the unit. In Wisconsin, school bus drivers are required to submit medical information every two years from the date of issuance of the license, annually if the driver is over 70 years of age. Licenses are valid for 8 years and there is often confusion among employers when the next medical is due from drivers. Jill assisted in a redesign project already in place for employer notification and was able to add school bus medical follow-up as an additional trigger to inform the employer that a requirement of the driver was being sent. This change significantly reduced phone calls and cancellations for non-filers by 23 percent. Jill was also instrumental in providing law enforcement agencies access to the Driver Condition and Behavior Reports through Wisconsin’s TRACS system, so offers could complete the reports at the same time as they complete other documentation and submit the reports electronically. It is a quick and easy way for law enforcement to alert which drivers the division should be investigatingmaking the roads more safe for all who travel in Wisconsin. It is through many of these cooperative efforts that Jill has proven that you can do more with less and still have a positive impact on customers and public safety.
Team International Award
Dealer Renewal Process Improvement Team, Missouri Department of Revenue
Missouri was requiring more than 6,000 vehicle and marine craft dealers to renew plates annually in only a three-month timeframe. The inefficiencies in the system and inadequate application information delayed issuance of plates in a timely manner and caused dealers to use expired tags. The Dealer Renewal Process Improvement Team undertook a complete review of the process and identified 16 necessary changes that could be implemented immediately. The changes ranged from expanded work hours to redesigned forms to a newly renovated customer service center. As a result, the time saved in processing dealer renewals was significantly reduced and dealers were not driving with expired plates.
Agency International Award
Indiana Bureau of Motor Vehicles
In 2007, Indiana’s BMV launched the Customer Choices initiative. The primary Customer choice services include one-stop shopping partnerships with auto dealerships, enabling a customer to buy a car and have it title and plated in one location; a partnership with AAA Hoosier Motor club to provide vehicle title and registration services to members and nonmembers; self-service terminals located strategically across the state to provide customers a user-friendly means of license plate renewal; the “BMV2YOU” mobile license branch, which travels the state in support of volume branches, community events and at locations where the population is less mobile and; finally, a $5 discount for customers who use online license plate renewal. Since the implementation of the Customer Choices program, more than 14,000 transactions have been completed through dealerships with nearly 1/3 of Indiana’s 92 counties having a participating dealership. In the first month of operation the AAA Hoosier Motor Club processed more than 600 transactions for more than 300 customers. The $5 discount raised online renewal from less than 6 percent to more than 25 percent. Customer comments have been extremely complimentary with one being, “Wow. I just renewed my vehicle registration using your online tools and you should be commended….”
Region IV International Award Winners
Individual International Award
EZ Plate Enhancement Project Team, Arizona Motor Vehicle Division
Ordering a personalized plate in Arizona just became easier and more enjoyable. Personalized plate hunters are invited to scroll through the plates already requested to see if their choice is available. They may even get some new ideas. We all know that personalized plates bring in additional revenue, and in 2007, that totaled more than $1.2 million in Arizona. In addition, Arizona specialty plates can be ordered on the same site. The EZ Plate Enhancement increased online sales by more than 97 percent in in one calendar year. The customer experience has been positive with comments such as “user friendly, especially for a government site. Good experience.” That’s a comment we all like to hear.
Agency International Award
Washington Department of Licensing
While recognizing that the WHTI initiative was important to national security, Washington wanted to accommodate easy travel between Washington State and Canada’s provinces. The Enhanced Driver License and Identification Card does just that. Washington officials worked with the federal and international authorities to create a new, optional type of driver license or state ID card that would allow customers to continue to travel across the border without having to get a passport. This license or ID card meets federal border crossing identification requirements, giving customers a passport alternative that is less expensive and more convenient. DOL has issued more than 7,000 EDL/ID cards since offering this service and at one time, appointments were booked six weeks in advance. Congratulations to the Department of Licensing for balancing the need for national security and customer service.