WISCONSIN DMV INITIATIVES 2011 Region III Information Exchange October 5, 2011

Products per hour increasing while hours worked decreasing 58% increase

Personal Plate Lookup, Free IDs for voting and online reinstatements Public goes online to see if message available --June 27, 2011 July 1, 2011 free IDs if needed for voting Online driver reinstatements--July 21, 2011 Online application allowing public to see if a message is available for a personalized plate Reduced the number of customer contacts via phone and email to the Special Plates Unit Implemented June 27, 2011 First month the site had 9,500 hits RARIN 2 GO

Automatic Callback option To improve customer service and speed response times Leave phone number for callback if wait time exceeds specified Option given repeatedly Press 2 any time for callback Initial DIS Pilot August 31, 2011 Expanding pilot this fall Happy DMV employee providing exemplary telephone customer service… Call Center Anywhere Automatic Callback Option Pilot in Driver Information Section   Functionality • Customers are given the option to key in their phone number for a callback if their wait time exceeds a time level specified by DMV. (Customers are unable to leave a message; only their phone number.) • Customers that do not select the automatic callback option offering at the initial wait time setting are given the callback option message at various intervals if they continue to wait on hold. • Callback request is held in queue for next available agent. Customer retains their place in overall phone queue when selecting callback option. • When an agent is available the callback is presented as their next call and Call Center Anywhere automatically dials the phone number entered. Messages heard by customer • At time interval when automatic callback is offered to customer they will hear a message indicating that at any time while on hold they can Press 2 to leave their phone number for a callback. Customer is also told that they will retain their priority in the wait queue for the callback. • If 2 is selected, the customer is prompted to enter their area code and phone number. Phone number is repeated back to customer and they must press 1 if correct or press 2 to reenter number. • Upon confirming phone number customer receives a message indicating that they will receive a callback as soon as an agent is available. Customer is also advised to make certain that their phone line is available to accept a call. Initial DIS Pilot • Implemented in Alcohol Drug Review Unit call group within DIS the afternoon of Wednesday, August 31st. • Callback offering in ADRU is given to customers when their wait time reaches 1 minute 20 seconds. • Forty-seven customers selected the callback option during the initial 2 ½ days of implementation. To date no major problems. • Staff are handling automatic callback queue in same manner as incoming call queues are handled at end of work day. (Callback queue must be cleared out before staff can leave.) Future • DIS will expand pilot to higher volume DIS call groups once additional informational is gathered from pilot in ADRU. Estimated expansion 3-4 weeks from ADRU pilot start date. • Unresolved issue is how to put a callback attempt back into the callback queue if the first attempt results in a busy signal or no answer. Related issue is once a callback is put back into callback queue due to the busy signal or no answer, how do we flag that callback so that the number is not recalled multiple times. • Problem driver call group in DIS will likely be the next expansion of the pilot. Since the PD call group often has occasions where several incoming calls are in queue, this call group should be a good test of the feasibility of expanding automatic callbacks to other areas.

Central Issuance Applicants leave service centers with a temporary driving receipt good for 45 days and, if applicable, with their existing driver license or ID card as well. Temporary receipts serve as ID cards or driver licenses until the actual product arrives in the mail.

DL/ID Security New designs coming November, 2011

other initiatives Convert driver license renewals from letters to post cards Saves $43,000 in postage and forms and encourages online renewals--November 2011 Merge of thousands of duplicate customer records--December 31, 2011 Going Electronic and Other Initiatives:   Online ID Duplicate/Renewal and convert renewals from letters to post cards Will allow customers to renew their ID card or obtain a duplicate online. Expected implementation by December 30, 2011 Convert driver license renewals from letters to post cards Will save approximately $43,000 in postage and forms Will encourage customers to renew using our easy, convenient online system Expected implementation November 2011 Redesign financial payment system Phase 1 Will allow credit cards as form of payment at DMV Customer Service Centers Will fix major system issues to allow this form of payment and create efficiencies in accounting area Expected implantation late summer 2012 Heavy Online Renewals Will allow customers to renew heavy vehicles less than 55,000 pounds online Expected implementation October 5, 2011 Customer Merge Will merge thousands of duplicate customer records   Will tighten requirements to create customer records by third party vendors Expected implementation December 31, 2011 Oneida Tribal Working with Oneida Tribe of Indians of Wisconsin to store tribal plate data in DMV systems. Currently tribes store their plate data which is not accessible to law enforcement 24/7. Expected implementation date October 31, 2011

Online id renewal In early 2012, first 8-year renewal of ID can be done online using credit or debit card Next 8-year renewal in-person at a DMV service center Service center visit for an ID only once every 16 years YEAH!!!

Service Centers 2011 (left) and 2012 Opening 32 new permanent locations by January, 2012 32 new permanent locations by January 2012.  Four counties will soon have a DMV presence, which had not been available for the past several years (Alma, Viroqua, Keshena and South Eau Claire).

E-Commerce E-Titling Planned for July, 2012 Redesign of financial payment system (Phase 1) allows use of credit cards at service centers--late summer 2012 Electronic Titling - Chuck Supple  Watershed moment in 2009 Budget Bill that designated the DMV Record as the official title WisDOT obtained an exemption from NHTSA in 2010 to allow for e-Odometer 2011 Budget Bill requires title to lien holder, which we will implement as  eTitle in July 2012 eTitle complements dealer electronic title processing and other e-commerce initiatives eTitle to lien holders opens the door for more extensive eTitling down the road Success will depend on convenience to lenders and access for customers to their own records