NASCIO 2015 State IT Recognition Awards

Transcription

1 NASCIO 2015 State IT Recognition Awards Title: Georgia Department of Driver Services Turns to IT to Accelerate Customer Service Category: Improving State Operations Contact: Ms. Susan Sports Director of Communications, Department of Driver Services State: Georgia Project Initiation Date: June 2013 Project Completion Date: October 2014

2 EXECUTIVE SUMMARY Standing in line at a state office to obtain a driver s license is often cited as one of life s most frustrating experiences. When the Real ID documentation requirements from the U.S. Department of Homeland Security began in July 2012, the Georgia Department of Driver Services (DDS) started experiencing a significant increase in wait times at its customer service centers. The department s leadership set out to deploy technology in strategic ways to reduce wait times. DDS also undertook a series of coordinated efforts, designed to show that government can indeed work in an efficient, customer-focused way. Pre-apply Online enables customers to complete a driver s license or identification card application on a computer or any mobile device, before visiting a customer service center. DDS installed kiosks in the lobbies of select customer service centers, so customers could check-in and print their own service number ticket. The kiosks include color, touch-screen monitors that display high-resolution photographs, graphics and video. As part of its Mobile Emergency Licensing project, DDS implemented a handicappedaccessible, comprehensive customer service center on wheels. This technology provides services in areas where a customer service center could not operate for an extended period due to flooding, storm damage or other emergency situations. In partnership with the Department of the Army, DDS established the first driver testing and licensing facility on a military installation in Georgia. In its first year, the customer service center at Fort Benning has served more than 1,400 customers. These related projects have resulted in a significant impact on DDS customers throughout Georgia. More than 44,000 customers have taken advantage of Pre-apply Online to complete their driver s license or identification card application, thereby reducing their wait time when visiting a customer service center to complete the application process. Self-service kiosks at a DDS customer service center in Conyers, Georgia reduced average wait times by 39 minutes, while the time to complete a transaction decreased from 20 minutes to three minutes. Through its mobile emergency licensing capability, DDS examiners issued and renewed licenses inside a C-130 Hercules aircraft hangar for airmen of the Georgia Air National Guard; more than 300 transactions were completed in a four-hour period. The average wait time for active-duty military, dependents, reserve soldiers, retirees and civilian employees at the Fort Benning customer service center is less than one minute. 1

3 BUSINESS PROBLEM AND SOLUTION DESCRIPTION DDS has historically maintained high customer service standards. DDS continues to deploy technology to make the process of issuing driver s licenses and state identification cards more efficient, reduce customer wait times and eliminate unnecessary visits to a customer service center. It has also strived to ensure business continuity and availability of services in areas affected by storms, natural disasters or other emergencies, and it has developed services for targeted constituencies, such as members of the U.S. military and their dependents. Directing Customers to Online Services Pre-apply Online provides an electronic interface, so customers can complete an online application for a driver s license or identification card. The number of customers accessing DDS online services continues to shift from traditional desktop computers to mobile devices. Data for Fiscal Year (FY) 2014 shows mobile users represent 38 percent of DDS customer base, and Pre-apply Online is a mobile-friendly service. When a customer submits an application, his/her information pre-populates the customer s record, thereby reducing data entry errors at the time of service. Preapply Online is accessible on DDS website, on personal electronic devices, such as smartphones and tablet computers, and on self-service kiosks at select customer service centers. To offer a simplified process for both customers and staff, no online account setup is required to complete a Pre-apply Online application. Eligible users can even receive their driver s license or identification card without visiting a customer service center. In addition, DDS lobby-management system expedites customers who complete a Pre-apply Online application. 2

4 Reducing Traffic and Automating Tasks In a complementary initiative, DDS created a project team to identify a solution for improving the lobbymanagement process across all 66 DDS customer service centers. DDS chose to integrate a kiosk system with its existing lobby management system to enable self-serve customer check-in. The project team selected standalone kiosks for inside locations. The kiosks display high-resolution photographs, graphics and videos, and they combine the functions of a touch-screen sign-in and ticket dispenser. Using the interactive kiosk, customers select service options according to their individual needs. The interface is intuitive, and most customers are required to navigate through only two screens to receive a service number and be assigned to a customer service representative. The process typically takes less than two minutes. After receiving a service number ticket, a customer is directed to a computer station where he/she can complete the required license application, if they have not taken advantage of the Pre-apply Online service. Customers who are missing required Social Security or residential documents can access and print whatever documentation they need; they are thereby able to complete the issuance process and avoid a second trip to the customer service center. Emergency Service Delivery Channels Meanwhile, DDS has experienced several instances where a particular customer service center was unable to operate for an extended period due to flooding, storm damage or other emergency situation. In addition, Governor Nathan Deal challenged each state agency to focus on emergency preparedness. In response, DDS created a mobile emergency licensing capability that can travel to the state s most remote areas to serve customers who are under unique circumstances or people with special needs. DDS handicapped-accessible, comprehensive customer service center on wheels is equipped to process all licensing transactions, including driver s licenses and identification cards, for first-time issuance or renewal, reinstatements and motor vehicle reports. DDS purchased a 20-foot trailer with central heating, air conditioning, built-in cabinets, desks and digital licensing equipment. DDS driver examiners only need electricity and a wireless broadband connection to securely process transactions in real-time. DDS contracted with AT&T to provide a mobile network solution to examiners for accessing DDS internal network in a safe and secure manner. Operational parameters are minimal; examiners simply park the trailer and establish an Internet connection. In one example of its mobile emergency licensing capabilities, DDS examiners issued and renewed licenses inside a C-130 Hercules aircraft hangar for airmen of the Georgia Air National Guard; more than 300 transactions were completed in a four-hour period. 3

5 Convenient Service for Military Personnel In an additional effort to address the specific needs of a targeted constituency, DDS and the Department of the Army partnered to establish a customer service center at Fort Benning. It is the first driver testing and licensing facility on a military installation in Georgia. The Fort Benning customer service center supports 120,000 active-duty members of the military, their dependents, reserve component soldiers, retirees and civilian employees on a daily basis. Since opening in August 2014, more than 1,400 customers have been served, with an average wait time of less than one minute. SIGNIFICANCE To provide real solutions to customer-service challenges, DDS leadership deployed technology in strategic ways to reduce wait times at customer service centers. In fact, one goal of DDS FY Strategic Plan is to increase customer adoption of technological solutions or facilitate customer adoption of electronic service delivery channels. Pre-apply Online improves DDS business processes and operations, and enhances the integrity of the issuance process by: Reducing traffic at customer service centers by directing customers to online services. Automating tasks that were previously performed manually. Increasing data accuracy. Strengthening efforts to prevent fraud. Shortening the time it takes to complete a transaction; customer service representatives can now serve more customers per hour. DDS self-service kiosks and lobby management system enable customers to check in at a customer service center in a matter of minutes, rather than standing in line for service. The kiosks also provide DDS managers with a better tool for managing customers and staff. For example, one team member can be assigned to other customer service transactions, rather than checking-in customers and distributing tickets. It frees another team member to greet customers and float through the lobby to provide customer assistance, as needed. The kiosks merged seamlessly with DDS current lobby management system and required minimal staff training or technical expertise. Kiosks were installed in four customer service centers in 2014, and they will be installed in five more in

6 Customer service is further enhanced through DDS mobile emergency licensing capability. DDS is now better prepared to join with other emergency responders in times of crisis. Driver testing and licensing services can operate remotely. When an existing customer service center cannot operate, traveling to another location, which may be far away, is the only option for customers who need licensing services in a timely manner. Mobile emergency licensing enables DDS to provide services in affected areas, even when a customer service center is inoperable. In addition, the Fort Benning customer service center fulfills a goal established by Governor Nathan Deal to make state services more convenient for service men and women, as well as veterans. It also helps reduce customer visits at the customer service center in Columbus, Georgia, which served about 77,000 customers in 2012 and almost 80,000 customers in BENEFITS Each of these coordinated, complementary efforts improve customer service by providing access to online services and self-service options to reduce wait times and shorten transaction times. Besides improving customer service, these efforts significantly increase the efficiency of business processes and operations, and enable DDS personnel to spend more time with customers who need higher levels of assistance. DDS is also addressing issues related to business continuity and disaster recovery, while fulfilling its obligation to ensure the availability of services to constituencies with specific needs. Four Efforts to Improve DDS Services DDS has successfully directed customers to online services. More than 44,000 customers took advantage of Pre-apply Online to complete their driver s license or identification card applications, thereby reducing their wait time when visiting a customer service center to complete the application process. As previously noted, the service is available on mobile devices and at self-service kiosks, and no online account setup is required. Automating services has reduced the amount of traffic. The use of self-service kiosks at a DDS customer service center in Conyers, Georgia reduced average wait times by almost 39 minutes from 43 minutes in October 2013 (6,351 total monthly transactions) to 4 minutes and 48 seconds in October 2014 (5,660 total monthly transactions). The manager at the DDS customer service center in Gainesville said, The customers have been very receptive to the kiosks. Most customers walk up and know right what to do. Meanwhile, a customer at the customer service center in Sandy Springs told a DDS manager, It s just a click away you get a number, and you re all set. 5

7 New delivery channels have been established for emergency services. With its mobile emergency licensing capability, DDS is ready to respond to any emergency or disaster. The trailer enables DDS to accommodate such situations as: An incident at a single customer service center requiring relocation to a temporary site for an extended period due to fire, flood or building maintenance. A localized natural disaster requiring DDS to establish a satellite customer service center for customers affected by a tornado, hurricane or flood. Customers who are not able to visit a customer service center to obtain a driver s license or identification card because they are residents of a nursing home or extended care facility. Military personnel during deployment or prior to being outside the U.S. for an extended period. Military Personnel are now receiving convenient service from DDS. In recognition of our special obligation to men and women serving in the military, the DDS Fort Benning customer service center makes it quick and easy for them and their dependents to obtain a driver s license or identification card. Since opening in August 2014, the center has served more than 1,400 military customers, with an average wait time of less than one minute. At the same time, traffic has been reduced at the center in nearby Columbus, where 7,264 transactions were performed in August 2014, with an average wait time of 9 minutes and 21 seconds, compared to 6,860 transactions in February 2015, with an average wait time of 6 minutes and 54 seconds. Wait times are expected to become even shorter at the Columbus center as awareness of the Fort Benning center grows among military personnel. Each of these efforts helps fulfill DDS stated goals to: Increase customer adoption of technology solutions or facilitate customer adoption of electronic service delivery channels. Increase the volume of online transactions. Exercise proper stewardship of the state s resources by utilizing sound financial principles to optimize and achieve agency goals. 6