1. Implementing Alternative Services: The Good, The Bad & The Ugly
AAMVA Region I Conference
Lucinda Babers, Director
District of Columbia DMV
Wednesday, July 20, 2011

2. The Good: Online Transactions
Creating/implementing online transactions
DC DMV has 30+ transactions
Vehicle registration renewals
Driver license/ID renewals
renewal notices
Tag cancellations
Document verification guide
Ticket adjudication submissions
Change of address
Inspection, road test and ticket hearing appointment scheduling
61% vehicle registrations
33% driver license registration
8% identification cards
10% ticket adjudication submissions
For FY11, 40% increase in online transactions

3. The Good: Online Transactions
If you create it, they will come? Not really…
Communication of online services
Renewal notices, government television, flyers, website, social media
Solution for “last minute renewals”
45 day certificates
Incent online use
Ability to discount online transactions
Forced usage
Elimination of in-person vehicle registration
Ongoing obstacles
Those without computers
Kiosks and access outside home
Those without credit/debit cards
Unreliable mail service
Computer “glitches” and system “stops”
Seniors

4. The Bad: Mail Transactions
Creating/implementing mail transactions
DC DMV has 16+ transactions
Vehicle registration renewals
Driver license/ID renewals
Renewal notices
Tag cancellations
Ticket adjudication submissions
Change of address
Ticket hearing appointment scheduling
Eliminates in-person transactions
Labor intensive
Dependent on mail service

5. The Bad: Mail Transactions
If you create it, they will come? More often…
Communication of mail services
Renewal notices and website
Solution for “last minute renewals”
None due to mail/processing lead time
Ongoing obstacles
Those without credit/debit cards and checking accounts
Unreliable mail service
Computer system “stops”
Results in “confirmation” phone calls

6. The Ugly: In-Person Transactions
Creating/implementing in-person transactions
All DMV transactions
If you create it, they will come? Unfortunately…
Favored due to ability to obtain immediate service
Try eliminating in-person transactions, adding financial penalty or mailing final product
Ongoing obstacles
Most labor intensive
Results in longer customer wait times
Contributes to employee overtime and agency financial issues

7. Questions/Comments