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

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

3. 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

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

5. 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

6. 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

7. 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