Characteristics of Systems Redesign

CHARACTERISTIC
Customer-Centric: A 360-degree view of all contacts with customers, business partners, and stakeholders

The new system will be built from a true customer perspective and will support better customer experience management. The system will contain a profile of every customer, business partner (including vendors, contracts, and grantees) and stakeholder. This profile will provide complete, chronological information on every contact, transaction, or contract. Information on future contacts, such as vehicle renewals, driver's license renewals, and contract expiration dates, will be included as well. Employees will be able to "drill down" to view digital images of any correspondence received from and/or mailed to the customers, business partners, and stakeholders, as well as digital images of any applications and supporting documents that have been submitted to the agency. All of this will be accessible to staff at their desktops.

Global Benefits/Impacts

Having a complete, 360-degree view of the customer's experiences and contacts with DMV will facilitate a holistic approach to problem identification and ensure responses that are thoroughly researched and complete.

When responding to a customer, business partner, or stakeholder (in-person, by telephone, e-mail, or letter) staff can review historical contact information and documentation for all previous contacts (based on individual access rights) direct from their desktops to resolve issues.

The ability to "drill down" from the customer profile to view document images and documents that relate to the incoming customer transaction, call, e-mail, or letter will significantly reduce research time as well as facilitate complete research.

Staff will be able to identify customer situations another employee is already working on, thereby eliminating duplicate effort and wasted staff time. When a customer claims they were provided incorrect information by a DMV employee these records should help to validate or invalidate that claim, providing better information to guide decision making.

Having complete information about various expiration dates, suspensions or outstanding compliance issues at their finger tips will allow staff to encourage completion of multiple business transactions with a single contact and facilitate earlier collection of revenues, increased compliance, and potentially result in increased revenues.

Staff will be able to fully research a customer's history and situation without having to rely upon other work areas or employees for information, thereby increasing productivity, reducing service time and the number of customer contacts.