Recognize the Best of the Best in Your Jurisdiction… with an AAMVA Customer Service Excellence Award
The Power of One
The former Star Search and Excellence in Customer Service award categories have been merged forming the new Customer Service Excellence Awards. Winners are selected at the regional level with those receiving the highest scores gaining eligibility for the coveted International Customer Service Excellence Award in each of the categories.
All awards are presented at the Annual Regional Conferences and the Annual International Conference.
Award Categories
Individual
Any government employee within an AAMVA member jurisdiction, who displays exemplary service and supports, promotes or provides a true quality-driven culture or experience to internal and/or external customers.
An applicable candidate would be consistently professional, positive, courteous, friendly, serve as a role model, mentor, lead by example, show initiative, serve above and beyond and consistently work outside normal parameters of job class.
An example would be an employee not required to report to work during emergencies but consistently stays in touch to answer questions, update the website, change phone messages, and relieve management. Another example would be someone who goes out of their way to assist customers with special needs or is continually the recipient of complimentary mail from the public.
Team
Any team, group or unit within a member jurisdiction that has implemented or provided a customer service project or initiative that has significantly improved or enhanced customer service in a specific area and whose members meet many or all of the criteria listed in the individual category. The team should show initiative, creativity, innovation and a commitment to customer service.
The team could be a group put together for a specific project or one that worked together on a regular basis but performed over and above expectations. The team may serve internal and/or external customers.
The winning team will be one that exceeded customer expectations, excels in customer service, out performs counter-parts, delivered a creative and effective approach in solving a problem, and shines while working together. This award is truly intended to recognize exceptional and/or unanticipated results.
An example would be a team pulled together to implement a new program at field offices and served to assist the public and field personnel through a training and transition period that allowed for a flawless implementation.
Agency
This award is open to agencies or departments within AAMVA’s member jurisdictions. The nominated agency should have implemented a highly effective plan, project or major change that significantly and quantifiably improved business processes and customer service delivery; and, ideally, the results serve as a model for other agencies.
Key factors are staying within budget guidelines, doing more with less, decreasing production costs, improving customer service standards, reducing wait times, being the subject of positive media attention, improving employee morale and using creative approaches.
An example would be instituting a standard outfit for customer service representatives (smocks, vests, polo shirts) who sets employees apart from the public and serve to improve professionalism, reduce confusion and provide a sense of security to the public. Another would be implementing a new phone system that eliminates wait times, call forwards to skill groups, reduces resource needs, reduces costs, allows customers to use an IVR and accepts e-mails.
Interested in participating in customer service delivery activities? Contact Dianne Graham for more information.