Texas.gov Driver License Eligibility and Reinstatement

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1 Texas.gov Driver License Eligibility and Reinstatement Category: Digital Government: Government to Citizen Contact: Janet Gilmore Assistant Director, egovernment Services Texas Department of Information Resources Project Initiation Date: October 2010 Project Completion Date: June

2 Executive Summary Texas.gov partnered with the Texas Department of Public Safety (DPS) to launch a new Driver License Eligibility and Reinstatement online application that allows Texans with a revoked driver license to pay their reinstatement fees, view non-fee related requirements, and track their driving eligibility status. This automated service offers a significant convenience to citizens by giving users the autonomy to track their driving eligibility status online. Instead of experiencing lengthy delays due to offline phone and mail correspondence or office visits, suspended drivers are now able to get back on the road faster with this online application. Since its launch in June 2011, the application has processed more than 74,000 transactions and collected more than $9.9 million in driver license reinstatement fees on behalf of DPS. These online transaction and payment volumes have significantly reduced the manual support and processing time that were formerly required by DPS. Most importantly, suspended drivers are thrilled with the convenience this new service offers. As one user summarizes, I was very impressed at how EASY and thorough the process was and FAST! I was ready for a three hour ordeal but it took less than 10 minutes! PERFECT. The launch of the Driver License Eligibility and Reinstatement online application was also coordinated with DPS s improved Interactive Voice Response (IVR) customer service system. The IVR system s automated message recommends that callers visit the online application to self-serve as opposed to speaking with a customer support representative who would have to retrieve the caller s record and provide assistance over the phone. This streamlined approach has significantly reduced the number of DPS customer service hours that are associated with providing reinstatement status. The Driver License Eligibility and Reinstatement application was the fourth online application that Texas.gov and DPS have launched together in the past two years. Each of the previous applications, on-demand driver records, contractor driver records, and concealed handgun licensing, were similar in size and scope to this application. The knowledge gained from collaboratively building the three prior online applications helped solidify the requirements for a successful project and a highly usable online application. 2

3 Business Problem and Solution Description Business Problem The Texas Department of Public Safety (DPS) processes an average of 150,000 driver license reinstatements every year. Prior to the online application, the process was entirely manual. Suspended drivers had to mail in their payment along with a copy of the suspension noticed they received. This was followed by a wait of several weeks or more before the driver was notified by DPS that their payment was successful. Furthermore, personal checks or money orders were previously the only acceptable forms of payment. Additionally, correspondence with DPS about the driver s reinstatement status could only occur by phone or mailed letter notifications, resulting in significant delays. In response to this problem, DPS and Texas.gov worked together to build a userfriendly online application with the following goals: Provide users with complete transparency and easy access to their driving reinstatement status; Accept secure credit card payments; Notify the user immediately of a successful payment; Reduce the number of DPS customer support hours required to address reinstatement-related status requests; and Enable DPS to quickly and efficiently collect reinstatement fees. Solution Description Users of the Driver License Eligibility and Reinstatement application can make instantaneous, secure reinstatement fee payments in three easy steps: 1. Login using 3 identifying data elements: driver license number, date of birth, and last four digits of social security number. After a quick authentication by the DPS database, the user can view their record. 2. View a list of the fees owed and all other non-fee related requirements. The application presents the user s driving eligibility status as either Eligible or Not Eligible to drive. For those who are ineligible to drive, all of their specific driver license reinstatement requirements are presented on the screen. If the user has reinstatement fees to pay, they may select to proceed with payment. 3. Enter credit card details, and confirm payment. Once the payment is submitted, the user is presented with a receipt and a summary of fees that were paid. Users with a Not Eligible status often have other requirements to fulfill in addition to the reinstatement fees owed to DPS, such as a driver s safety course proof of 3

4 completion and serving a suspension period. The application gives thorough instructions on how to satisfy each additional requirement. Once DPS declares a requirement fulfilled in their Driver License System, the removal of this requirement is reflected in the user s status when they log back in. Upon fulfilling all reinstatement requirements, their status will change to Eligible. The comprehensive nature of the online application allows users the autonomy to track their driving eligibility status online without undue delays that used to occur with just phone and postal mail correspondence. Technology The application features the following technology, design, and payment best practices: Web Services The application supports real-time communication with DPS s Driver License System (DLS) via web services. The DLS electronically stores Texas driver records and the associated eligibility status and reinstatement fees. When a user submits their identifying information online, the application transmits the query to the DLS for authentication and validation and returns a matching record. Design Utilizing new technology such as HTML 5, and adhering to strict browser compatibility and accessibility requirements, the application offers a simple, intuitive experience for all users. The application employs Cascading Style Sheet 3 properties to offer an enhanced experience via current Internet browsers without compromising the experience for users with older browsers. Mobile Optimization Using responsive design, the application functions on both Android and iphone platforms. When a user accesses the application from their mobile device, media queries are used to: Hide large images and stylistic elements so they do not break the layout on small screens; Reduce multi-column layouts to a single column so the user does not have to scroll right and left in addition to up-and-down; and Increase the size of buttons so they are easy to tap. The application also limits the use of JavaScript which can slow load times and reduce the responsiveness of a website. Payment Engine The application utilizes an electronic payment engine built specifically for state and local government by NIC, the parent company of Texas NICUSA, LLC. The payment engine is certified as Payment Card Industry (PCI) Data Security Standards (DSS) Level 1 4

5 compliant and also complies with numerous other Payment Application Best Practice standards. This payment engine provides a single, secure interface for the processing and management of payments through the application, and it performs automated daily disbursements to DPS s bank account. Project Management Designated project managers for Texas.gov and DPS worked together throughout the development of the application with defined roles and responsibilities. The Texas.gov project manager was responsible for meeting the business goals for the application, while maintaining the defined timeline and budget. The DPS project manager was responsible for managing DPS supporting activities, such as developing interfaces and making changes to the DPS system of record. The project managers collaborated by obtaining executive agreement on project requirements and their final signoff on the application. Communication Plan and Promotions Advertising and Public Relations In 2011, Texas.gov conducted an advertising campaign to promote driver services that can be completed online. These web-based advertisements directed clickthroughs to a landing page that promoted online driver-related services including the Driver License Eligibility and Reinstatement application. From the launch of the application through the conclusion of the advertising campaign, the ads received million impressions and 123,304 clickthroughs. Texas.gov also issued a press release announcing the new Driver License Eligibility and Reinstatement online application that garnered 32,150 headline impressions and 3,956 views. Department of Public Safety IVR System The launch of this application was also coordinated with DPS s improved Interactive Voice Response (IVR) customer service system. The IVR system s automated message recommends that callers visit the online application to self-serve as opposed to speaking with a customer support representative who would have to retrieve the caller s record and provide assistance over the phone. Significance Per the agency s strategic plan for Fiscal Years , the DPS s Driver License Division had the goal to provide the following driver license services online: Provide driver record status, driver license compliance and reinstatement requirements to individuals who need reinstatement of driving privileges. Provide the ability to pay driver license reinstatement fees online. 5

6 The Driver License Eligibility and Reinstatement online application directly fulfills this goal. The significance of this project is further demonstrated by the immediate and extremely successful results that the application has received since launch. Each year, DPS processes an average of 150,000 driver license reinstatements. The online application is currently processing over 7,800 transactions per month. At this rate, over 94,000 online transactions will be completed in the first year, which is 63% of the eligible user population. Benefit of the Project (Impact, Outcome, Benefits) The Driver License Eligibility and Reinstatement application was developed at no cost to the Department of Public Safety using a self-funded business model where upfront capital investments were made by Texas NICUSA (the private company that operates Texas.gov) and recouped through transaction fees. The stakeholders for this service have all benefitted uniquely and significantly from the Driver License Eligibility and Reinstatement online application as detailed below. Constituents Transparency End users can log into the application 24x7 and view their current driving eligibility status. As soon as requirements are declared as satisfied in the DPS Driver License System, this is reflected in the user s status. Suspended drivers no longer have to wait for postal mail or phone correspondence to track their reinstatement status. Quick, secure payments Prior to this application, suspended drivers had to mail a check or money order along with their suspension notice to DPS for processing. Depending on the postal mail system and DPS s capacity, payment processing could take up to 14 days. Now, users have the ability to make a quick, secure payment with a credit card and promptly receive a receipt for that payment. Usability and Accessibility Texas.gov uses surveys, focus groups, and web analytics to shape the online application template that was used for the Driver License Eligibility and Reinstatement application. Users are welcomed by a modern, clean, Section 508 compliant application that uses design and plain language best practices to guides them through a simple, intuitive transaction experience. Customer Satisfaction A survey on the application has received more than 1,800 responses. More than 70% of respondents were satisfied with their experience, and 75% found the online service to be an improvement over the traditional mail service. One user stated, It's perfect! SO MUCH BETTER than 6

7 holding on the phone forever! I love the fact that not only can I pay, but it specifically tells me ALL steps necessary to reinstate my license. It's AWESOME!!! Texas Department of Public Safety Efficient and cost effective DPS was able to leverage the Texas.gov master agreement with the State of Texas, eliminating the need to go through a lengthy, costly procurement process to select a vendor to build the online application. Streamlined payments DPS collects reinstatement fees from suspended drivers faster via credit card payments through the application. Since its launch in June 2011, the application has processed more than $9.9 million in driver license reinstatement fees on behalf of DPS that otherwise would have been received through the mail by check or money order and manually processed. Reduced manual processing From the application s launch in June 2011 through March 2012, more than 74,000 reinstatement payments were completed online. Moving these transactions online has saved DPS more than 37,000 personnel hours that previously were required to manually process payments. Reduced customer service intervention Each customer service call about reinstatement status takes DPS approximately 7 minutes to handle. From June 2011 through March 2012, the updated IVR referred more than 64,000 callers to the online application to access their own reinstatement status. Now that suspended drivers are able to self-serve by logging into the application and viewing their driving eligibility status and requirements, there is less customer service intervention required by DPS personnel. Innovation This application was developed utilizing Service Oriented Architecture (SOA) and the Oracle SOA software suite. The significant benefit of using the SOA approach is reuse of existing systems. Driver License Eligibility and Reinstatement was the fourth application that Texas.gov and DPS jointly launched in the past two years. The four applications share features and functionality, such as the use of driver license credentials to log in and a common payment system. Using SOA, the application calls upon these services when necessary, as opposed to copying code and compiling it into a new environment. The State of Texas Revenue generating With its unique, revenue-sharing business model, Texas.gov contributes a percentage of earnings from online applications to the State s General Revenue Fund. To date, the Driver License Eligibility and Reinstatement application has contributed more than $171,000 (less credit card fees) to the General Revenue Fund. 7