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VirginiaVital Records
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Birth Records. Amendments/Corrections to records. Marriage Records. Resulting In ... George worked in a 'free clinic' environment, easy going & always has a smile. ... – PowerPoint PPT presentation
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Title: VirginiaVital Records
1
Virginia-Vital Records
- A Kinder, Gentler Waiting Room..
- The Wal-Mart Solution
- Presenter
- Deborah Little-Bowser
- State Registrar-Va.
2
History
- New Legislation- Legal Presence
- Effective 1/1/04
- To obtain a DMV issued card.
- Must prove you can be in the USA legally for
- First time Drivers license
- DMV identification card
- Reinstatement of driving privileges
3
Impact on Vital Records
- Increased demand for
- Birth Records
- Amendments/Corrections to records
- Marriage Records
- Resulting In
- Increased number of walk-in customers
- Increased telephone calls
- Increased complaints
4
Impact of the anticipated increase of customers?
- Fiscal Staffing Concerns
- Do we have enough staff to handle
- Walk-in customers
- Increase in mailed request
- Increased Telephone calls (system is OLD
- Where would we get staff from?
- Training Issues
5
Compare the numbers!All requestors must have a
valid ID entitlement
- Walk-in Customers- 03
- Total 99,639
- Automated Mail-BCs issues 03
- Total170,141
- Walk-In Customers- 04 YTD
- Total April 43,047
- Automated Mail-BCs
- Total April 04- 73,457
6
The Solution
- A person was needed to handle the large volume of
persons who visited the office. - Hire temp/hourly staff
- Approval denied for additional FTEs
- New telephone system
- Time to be creative/think outside of the box
- Other avenues for staff
7
Considerations
- AARP
- Rehabilitative Services
- Temporary Agencies
8
AARP to the Rescue
- Virginia VR- had a positive working with AARP in
the past - Virginia Rehab Services- good working
relationship- no available candidates - New temp agency- very willing to work with us-
sent good workers.
9
The Greeter Arrives
- George worked in a free clinic environment,
easy going always has a smile. - AARP paid him a stipend
- Ready and eager to work
- Customers love him
10
Heres George - The Greeter
11
Your typical day- Some folks are just not happy
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How does he keep the customers happy?
- Each customer is greeted by George
- Soothing music is played in the waiting room.
- Customer is asked what document they are
requesting
- Identification is checked before getting in line
- Application is completed while in line (we have
plenty of clipboards). - If record not filed in Va.-information is given
for state of event
13
Customer Comments
- What a pleasant experience!
- That was quick
- You made my day
- You put DMV to shame
- Can I take George home?
- Can I have a date with George?
- Nice music
- You set the bar for state govt.
- Courteous staff
- Helpful staff
14
What can you do in tight fiscal times/increased
demands for service ?
15
Be Creative
- Ask staff for ideas
- Think outside of the box
- Get customer input
- Speak to other states
- Look at similar agencies
- What companies/services in your world give you
good customer service? Talk to them - Training-make it work for you.
- Volunteers
16
Other Steps taken
- Extended hours-beginning May 1- Saturday hours
8-12 - Expanded web site-information
- Work with the media and other agencies
- Additional revenue- 7/1/04 fee increase to 12.00
17
Thank you, any questions?
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