AAMVA Regional Conference Jurisdictional Showcase October 5, 2011 St. Louis, MO

Finishing Strong Branch Customer Service Customer Contact Center Manager empowerment Stealth Customer Contact Center The Great Renewal

Branch Customer Service BMV success story Measurable visit times reduced from over 30 minutes to just under 8 minutes Customer service culture Performance metrics Uniform attire Procedures Remodeled and relocated facilities 94% satisfaction rate

Branch Customer Service Empower managers Perceive branch as own “business” Creative problem solving Coordination with other branches Common sense approach to management

Branch Customer Service Stealth New way to measure TOTAL time in a license branch Instant reporting on Smartphone to Regional Manager when visit time exceeds 30 minutes Important management information for comparative analysis of branch operations

Customer Contact Center Established in 2006 to support branch operations First generation IVR installed in 2007 All branch calls routed to Contact Center and new toll-free line initiated in 2010 “Opt to CSR” moved to intro messaging One call – one resolution policy

Great Renewal of 2012 Adjusted DL expiration dates to meet original compliance dates in Real ID Act Resulted in 2.1 M renewals in 2012 (300K in 2011) IN law allows early renewal (1 year) and online renewal Marketing campaign with goal of 20% early renewal