Identifies Areas to Further Improve Customer Service
Commissioner Rob Mikell, Department of Driver Services (DDS) has recently initiated an information exchange strategy with other agencies also tasked with administering their state’s driver’s licensing and testing laws. This valuable platform has fostered collaboration for a safer, more secure country in addition to identifying valuable customer service improvements.
“I appreciate these exclusive opportunities to share concepts and exchange views on issues of mutual interest to our customers,” said Commissioner Mikell. “Every participant walked away with new information, new ideas to share and follow-up items that will provide further communication between the business partners,” he added.
A past conversation with members of the South Carolina Department of Motor Vehicles led to the transfer of nearly $200,000 in valuable equipment from South Carolina (surplus ticket printers and displays) required for the DDS lobby management system utilized statewide.
In September, Commissioner Mikell hosted Barbara Webb and four other team members from the North Carolina Department of Transportation Division of Motor Vehicles. Commissioner Mikell along with several members of his team were asked to provide a tour of a flagship DDS licensing center and provide lessons learned about Georgia’s transition from over-the-counter to Central Issuance. The North Carolina delegation was eager to exchange ideas with team members and participated in a roundtable discussion of several key DDS customer service projects aimed at increasing efficiency. The delegation toured the Lawrenceville CSC, where they observed the daily operations of one of Georgia’s busiest locations which included an inspection of the of the course used to conduct the basic driver skills pre-test.
Commissioner Mikell was joined by Mike Rankin, Registrar of the Ohio Bureau of Motor Vehicles when he recently visited the Virginia Department of Motor Vehicles in Richmond. Virginia DMV Commissioner Richard Holcomb and his team provided a tour of the Fort Lee Army Base for discussions about services to troops. Of particular interest was Georgia’s ‘Troops to Trucks Program’ that helps expedite the entry of veterans into civilian employment through the transportation industry. In other meetings, they discussed best practices for call centers and improvement processes for customer flow and lobby management to better serve all customers. DDS’ award winning online services were reviewed. The web based tool ‘Create a Customer Document Checklist’ which enables customers to tailor a list of required documents needed for their visit was of particular interest.