1 massachusetts department of transportation registry of motor vehicles division customer service...

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Massachusetts Department of Transportation

Registry of Motor Vehicles Division

Customer Service Experiences Innovation and Improvement

December 8, 2011| Leading the Nation in Transportation Excellence | www.mass.gov/massdot

Deliver excellent customer service to people who travel in the Commonwealth, and to provide our nation’s safest and most reliable transportation system in a way that strengthens our economy and quality of life.We are one transportation organization focused on customer service and safety.

Provide superb customer service respectfully and efficientlyEnsure the safety of the 4.68 million drivers licensed and the 5.82 million vehicles registeredMaintain the integrity and security of our processes for every product or service offered.

October 27, 20112 | Leading the Nation in Transportation Excellence | www.mass.gov/massdot

MassDOT Mission

RMV Division Mission

RMV Current Business Environment$1B annual revenue collected30 branch offices4.7M licensed drivers5.6M registered vehicles2.3M annual phone calls2 to 3M annual Internet transactions (registration renewal is popular)6M mainframe transactions per day

December 8, 2011 | Leading the Nation in Transportation Excellence | www.mass.gov/massdot 3

December 8, 2011| Leading the Nation in Transportation Excellence | www.mass.gov/massdot 4

The RMV Evolution

The RMV was subject to similar studyRMV in late 1990’s was “big gray battleship” of state governmentLegislative committee conducted oversight hearings on service levels Legislature identified issues and recognized that solutions would require organizational investments

“Bricks and mortar model” no longer sufficient to meet customer demands

Massachusetts invested $13M in 1999 to upgrade phone center technology and increased staffing level to provide service

Same updated investment made by MassDOT to maintain phone services as viable alternative service option

Business plan includes expanding phone center platform to include voice recognition technology service options for more “self-service”

This technology requires planning for continued maintenance and longer range planning for technology replacement as systems age and reach end of useful life

December 8, 2011| Leading the Nation in Transportation Excellence | www.mass.gov/massdot 5

Reducing Reliance on Traditional Service Delivery Model

• Moving motor vehicle administrations into the modern era

December 8, 2011| Leading the Nation in Transportation Excellence | www.mass.gov/massdot 6

Reducing Reliance on Traditional Service Delivery Model

In November 2011, the RMV served

240,100 customers in our branches

Statewide average wait time was 13 minutes and 15 seconds

December 8, 2011| Leading the Nation in Transportation Excellence | www.mass.gov/massdot 7

For those that do visit a branch….

December 8, 2011| Leading the Nation in Transportation Excellence | www.mass.gov/massdot 8

November 2011 Registry of Motor Vehicles Dashboard

04/10/23 | Leading the Nation in Transportation Excellence | www.mass.gov/massdot 9

Green line is the wait time goal.

November 2011 Registry of Motor Vehicles Dashboard

Finding cost savings for offices

Partnerships with communities for free spacePrivate landlords seeking to increase foot trafficThe RMV model has 20 of 30 branches that are in free or limited cost spaces

December 8, 2011| Leading the Nation in Transportation Excellence | www.mass.gov/massdot 10

Modernizing the “Bricks and Mortar” Model

Future state of customer service depends on best practices

Think retail: we offer products and services for sale

Embrace change management: change is constant and need to manage responsiveness

Know your customers: understand expectations

• Improve ability to embrace technologyDecember 8, 2011| Leading the Nation in Transportation Excellence | www.mass.gov/massdot 11

Customer Service Deliver superb service that both anticipates and responds to

customer needs.

The Registry of Motor Vehicles Modernization (RMVM) Program is the most innovative effort of our generation

To be the National Leader in Putting the Customer First – across Service, Information, Security and Safety

December 8, 2011| Leading the Nation in Transportation Excellence | www.mass.gov/massdot 12

InnovationImprove and integrate transportation services using creative thinking and best available practices and technology, with minimal public disruption

04/10/23 | Leading the Nation in Transportation Excellence | www.mass.gov/massdot 13

RMVM Vision Statement

December 8, 2011 | Leading the Nation in Transportation Excellence | www.mass.gov/massdot 14

Plan procurement scope and strategyEstablish a procurement teamIssue RFI for Vendor comment on approach and scheduleWrite and post RFRReview, analyze and evaluate responsesIn-person Vendor presentationsRecommend apparent winning vendorNegotiation and MassDOT Board Approval

December 8, 2011| Leading the Nation in Transportation Excellence | www.mass.gov/massdot 15

Procurement ProcessKey Milestones for FY12

Flexibility- solutions allowing minimum effortQuality/Ease of UseInformation to measure operational and process performanceInteroperability- point of originSimplicity/ReliabilityTransparencyRegular Outward-Facing ImprovementsSecurity and Safety- support legislative changes and data security

December 8, 2011| Leading the Nation in Transportation Excellence | www.mass.gov/massdot 16

Procurement Guiding PrinciplesObjectives to be met through RMVM

December 8, 2011| Leading the Nation in Transportation Excellence | www.mass.gov/massdot 17

RFR Schedule

Questions and

Comments are

Welcome

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