Pursuing Quality Indiana Bureau of Motor Vehicles

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Pursuing QualityIndiana Bureau of Motor Vehicles

• January 30, 2009

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The Challenge of Quality
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High Volume
Break-down of BMV Transactions
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High Volume

• Credentialing of drivers and citizens
• 4.5 million licensed drivers
• 1.1 million ID card holders
• Registration and titling of vehicles
• 7.0 million vehicles registered
• 1.9 million titles processed
• 223,850 watercraft registered
• Collection and distribution of taxes and fees
• 900 million
• Processing of various court documents
• 778,000

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Decentralized Operations

• 140 proprietary locations

gt 300 partner locations
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Personal Information

• We manage and administer very important
  information related to customers
• Identity
• Driving privileges
• Personal property

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Heavy Regulation

• We are an agency governed by
• 239 statutes
• 321 regulations
• 65 policies and procedures

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The Quality Standard

• How do you define quality when there is no
• Blueprint?
• Engineering specification?
• Competition?
• Profit?

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The BMV Promise and Priorities
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The Quality Promise

• Responsive Service
• Accurate Records
• Customer Choices

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Responsive Service

• 2007-2008 Branch Remodels

• 35 branches remodeled
• All with public restrooms
• First green branch in planning stages

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Responsive Service
(effective in 2009)
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Responsive Service
YTD Statewide Average Visit Times
3000
820
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Responsive Service
Distribution of November 2008 Statewide Visit
Times
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Responsive Service
Operational Support

• Call center speed-to-answer and abandon rate
  reduced to 042 and 3.1, respectively. (2008)
• Customer email inquiries turn-around time reduced
  to 4 days. (2008)
• Mail center turn-around time reduced to 2.1 days.
  (2008)
• Title processing turn-around time reduced to lt4
  days. (2008 )
• Launched e-Insurance portal to submit proof of
  financial responsibility.

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Responsive Service
Culture

• Implemented pay-for-performance system and
  quarterly bonus program based on agency scorecard
  metrics.
• Implemented Improving our BMV award and various
  other reward and recognition programs.
• Launched an employee education reimbursement
  program.
• Conduct annual Voice of the Employee (VOE)
  surveys.
• Creation of Customer Advisory and BMV
  Commissioners Councils.

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The Quality Promise

• Responsive Service
• Accurate Records
• Customer Choices

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Accurate Records

• STARS enterprise application has quality controls
  built in to guarantee accuracy

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Accurate Records

• Made training more accessible for all employees
• Consistency in delivery
• Created competency models and required
  certification

• Centralized the flow of information
• One-stop shop for employee questions

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Accurate Records
State Board of Accounts Audit Report Corrective
Action Recommendations
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Accurate Records

• Roll-out of new Digital Drivers License with
  improved security features
• Implementation of Social Security Online
  Verification System
• Employment of Facial Recognition Technology
• Strengthened data security through variety of
  methods
• Implemented quarterly security awareness training
• Greatly enhanced physical branch security
• Implemented more robust background check process

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The Quality Promise

• Responsive Service
• Accurate Records
• Customer Choices

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Customer Choices
Branch Appointments

• Customers can now schedule appointments
• at 73 busiest branches across the state
• To date, 12K have taken advantage
• 96 say they will use the function again

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Customer Choices
Customer Choice Program Partners
Auto Dealerships (297)
Envirotest (7)
319 Strategic Partners
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Customer Choices

• BMV2You Mobile Unit

• 59 cities/towns
• 52 counties
• 7.7K transactions

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Customer Choices
Real-Time Visit Time Function
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Customer Choices

• 1.3M Online registrations
• 320K myBMV accounts
• Hoosiers have saved 6.5M

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External Voices
YTD Customer Satisfaction Ratings
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External Voices
Customer Satisfaction - Break-Down by Channel
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External Voices
2008 Winner AAMVACustomer Service Excellence
Award
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External Voices

• Governor Mitch Daniels was awarded Governing
  Magazines Public Official of the Year in 2008.
• Semifinalist for the Innovations in American
  Government award from the Ash Institute for
  Democratic Governance and Innovation at the
  Harvard Kennedy School