1. AAMVA Region I Conference Mashantucket, Connecticut July 19 th, 2012 Delaware DMV Director Jennifer L. Cohan

2.  If you want to know what they want – just ask them:  Minimal wait times and courteous service  On-line services  Information…  Once in a facility (WiFi, reading material, food)  Bring services to them  Focus groups and customer surveys  Narrow down issues  Highlight good news

3.  What about sensitive populations?  How do you determine your target customer?  Increase in population  New to the DMV process  Consistently do not bring proper documentation  Make extra efforts to reach those customers in terms then can understand

4.  Delaware’s Sensitive Customers  Hispanic / Latino Population  Population nearly doubled in 10 years  Teen Population  First-time drivers  Senior Population  Currently seniors are 17% of our population with a projection to increase to 25% by 2030

5.  Hispanic / Latino Population  Offer driver manuals, brochures and other information in Spanish.  Advertise in Spanish newspapers, radio stations and websites.  Reoccurring articles in Hispanic publications  Attend Hispanic / Latino festivals and fairs  Monthly live radio interview with a Spanish radio station

7.  Teen Population  Graduated Driver License (GDL) Program  Teen Driver Website  Corresponding with driver education teachers  Partner with other agencies to promote safe teen driving.  Attend school functions and fairs  Novice Driving Magnets  “TXTNG KILLS” Thumb Bands  “No Phone Zone Pledges”

9.  Senior Population  Senior Driver Website  Senior Driver Manual  Senior Day at DMV  Attend Health & Information Fairs at Senior Centers  Partner with other agencies on the Senior Driver Task Force

11.  It is working…  With our current outreach to our Hispanic / Latino, teen and senior populations, the number of repeat customers has reduced.  They are getting the message…  They have all of the correct documents they need and understand the process when they come to the DMV for a smooth and quick transaction.  They are appreciative of the efforts…  Commended by the communities.

12.  Triage Counter  Reviews documents prior to going to the counter for processing  Every driver license customer is given a checklist  Currently, triage is a driver services function, but we are looking at expanding to vehicle services as well

13.  Customer Outreach Events  Delaware State Fair  Delaware Auto Show  55+ Expo at Dover Downs  5K Run for Boys and Girls Club ..

14.  Advertising to keep your customers informed and appeal to your demographic  Newspapers, magazines, billboards, theaters… ..

15. Bus Backs Bus Side Panels Billboard at Blue Rocks Stadium

16.  Kiosks  Driver license renewals  Duplicates  Address changes  Motor Voter  Organ Donorship

17.  Adding More Online Services  Customer’s can create a “My DMV” account that is specific to them to make changes to their account  Change their registration address  Add or change Next of Kin Registry information  Print driving record  Coming soon…  Hunting/Fishing licenses  Park passes

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