DELAWARE DMV HISTORY (2010-2014)• FOUR LOCATIONS STATEWIDE

• APPROXIMATELY 350 TOTAL DMV EMPLOYEES

• AVERAGE NUMBER OF CUSTOMERS SERVED YEARLY – 1,415,281

• AVERAGE NUMBER OF PHONE CALLS YEARLY – 247,689

• AVERAGE TOTAL OF CUSTOMERS & CALLS YEARLY – 1,662,970

• DELAWARE’S POPULATION IN 2014 – 932,766

HERE IS THE CHALLENGE SHOULD YOU CHOOSE TO

ACCEPT IT.

• SERVICE EVERY CUSTOMER WAITING IN OUR LOBBIES AND ON THE PHONES IN A VERY TIMELY MANNER.

• CHALLENGE #1 – CANNOT HIRE MORE STAFF. IN FACT, WE NEED TO CUT STAFF

• CHALLENGE #2 – CUSTOMERS IN LOBBY ARE TO BE PROCESSED IN 20 MINUTES OR LESS

• CHALLENGE #3 – CUSTOMERS ON THE PHONE SHOULD NOT HOLD MORE THAN 2 MINUTES BEFORE BEING HELPED

• CHALLENGE #4 – DO NOT HAVE DESIGNATED STAFF TO ANSWER PHONES

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TO YOUR CUSTOMERS, THEIR PERCEPTION IS REALITY

• CUSTOMERS WAITING IN THE LOBBY SEE FRONTLINE STAFF ON THE PHONE AND ASSUME THEY ARE ON PERSONAL CALLS

• CUSTOMERS ON THE PHONE ASSUME THAT THEY ARE ON HOLD BECAUSE STAFF ARE ON BREAK OR GOOFING OFF.

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EMPLOYEES ARE FEELING FRUSTRATED • TRYING TO MAINTAIN THE 20 MINUTE GOAL FOR

CUSTOMERS IN THE LOBBY

• TRYING TO ANSWER PHONE CALLS

• NO ADDITIONAL STAFF TO HELP

• MORALE WAS LOW

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HOW DO WE FIX THE ISSUE?• TALKED WITH EMPLOYEES

• WHAT IS THEIR BIGGEST ISSUE?• LISTENED TO THEIR SUGGESTIONS & IDEAS

• TRIAL “INTERNAL” CALL CENTER• TOO MANY CALLS• NOT ENOUGH STAFF

• THINK OUTSIDE OF THE BOX

UTILIZE THE TOOLS YOU HAVE AVAILABLE • IN 2013, WE WERE WORKING ON THE RFP FOR TOLLS

SERVICES AS THE CURRENT CONTRACT WAS EXPIRING

• VENDOR FOR TOLL SERVICES WOULD HAVE AN ESTABLISHED CALL CENTER

• ADD INTO THE RFP THAT THE VENDOR MUST ALSO PROVIDE A CALL CENTER FOR DMV CALLS

• TEAM OF US WORKED FEVERISHLY TO COVER EVERY ASPECT OF THIS GROUNDBREAKING IDEA INTO THE RFP

FIRST EVER TOLLS & DMV CALL CENTER WAS CREATED

• TRANSCORE WAS AWARDED THE CONTRACT THAT BEGAN MARCH 2014

• DELAWARE DMV AND TRANSCORE WORKED TOGETHER TO DEVELOP A PLAN TO TRAIN EMPLOYEES TO ANSWER DMV CALLS

• TRANSCORE HIRED 17 EMPLOYEES FOR THE DMV CALL CENTER

• CROSS-TRAINED TOLL & DMV CSC EMPLOYEES TO COVER HEAVY VOLUME TIMES

• DMV CALL CENTER WOULD ANSWER ALL CALLS AND RESPOND TO FIRST LEVEL CALLS

• ANY CALL THAT REQUIRED PERSONAL INFORMATION LOOK UP WOULD BE TRANSFERRED TO THE APPROPRIATE DEPARTMENT AT THE DMV

BUT WAIT…THERE’S MORE!

• IN ADDITION TO ADDING THE CALL CENTER FOR DMV, WE ALSO ADDED A LIVE CHAT FEATURE ON THE DMV WEBSITE: DMV.DE.GOV

• THE LIVE CHAT IS ONLINE DURING DMVBUSINESS HOURS

• THE CHATS GO TO THE DMV CALL CENTER

THE RESULTS ARE IN!• APPROXIMATELY 50% OF ALL DMV CALLS ARE BEING HANDLED BY

THE DMV CALL CENTER • THE CALLS THAT ARE TRANSFERRED ARE BEING SENT TO THE

CORRECT DEPARTMENT FOR CUSTOMER ASSISTANCE• AVERAGING 13,600 WEB CHATS EACH YEAR• ALLOWS DMV FRONTLINE STAFF MORE TIME TO ASSIST

CUSTOMERS IN THE LOBBY• ALLOWS VENDOR TO LEARN DMV BUSINESS AND MAKES THEM

MARKETABLE TO OTHER STATES TO OFFER THIS SERVICE• DE DMV HAS A 99% EXCELLENT/GOOD APPROVAL RATING• BEST OF ALL…NO ADDITIONAL OUT OF POCKET COST FOR DMV CALL

CENTER!

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THANK YOU!