Massachusetts Department of Transportation Registry of Motor Vehicles

Massachusetts Department of Transportation Registry of Motor Vehicles Division Customer Service Experiences Innovation and Improvement 1 December 8, 2011 | Leading the Nation in Transportation Excellence | www. mass. gov/massdot

Mass. DOT Mission Deliver excellent customer service to people who travel in the Commonwealth, and to provide our nation’s safest and most reliable transportation system in a way that strengthens our economy and quality of life. We are one transportation organization focused on customer service and safety. RMV Division Mission Provide superb customer service respectfully and efficiently Ensure the safety of the 4. 68 million drivers licensed and the 5. 82 million vehicles registered Maintain the integrity and security of our processes for every product or service offered. 2 October 27, 2011 | Leading the Nation in Transportation Excellence | www. mass. gov/massdot

RMV Current Business Environment $1 B annual revenue collected 30 branch offices 4. 7 M licensed drivers 5. 6 M registered vehicles 2. 3 M annual phone calls 2 to 3 M annual Internet transactions (registration renewal is popular) 6 M mainframe transactions per day 3 December 8, 2011 | Leading the Nation in Transportation Excellence | www. mass. gov/massdot

The RMV Evolution The RMV was subject to similar study RMV in late 1990’s was “big gray battleship” of state government Legislative committee conducted oversight hearings on service levels Legislature identified issues and recognized that solutions would require organizational investments 4 December 8, 2011 | Leading the Nation in Transportation Excellence | www. mass. gov/massdot

Reducing Reliance on Traditional Service Delivery Model § 5 “Bricks and mortar model” no longer sufficient to meet customer demands § Massachusetts invested $13 M in 1999 to upgrade phone center technology and increased staffing level to provide service § Same updated investment made by Mass. DOT to maintain phone services as viable alternative service option § Business plan includes expanding phone center platform to include voice recognition technology service options for more “self-service” § This technology requires planning for continued maintenance and longer range planning for technology replacement as systems age and reach end of useful life December 8, 2011 | Leading the Nation in Transportation Excellence | www. mass. gov/massdot

Reducing Reliance on Traditional Service Delivery Model • Moving motor vehicle administrations into the modern era Public prefers doing business via alternate service channels Web transactions most effective way to improve service Reduces costs of operations while increasing service 6 December 8, 2011 | Leading the Nation in Transportation Excellence | www. mass. gov/massdot

For those that do visit a branch…. In November 2011, the RMV served 240, 100 customers in our branches Statewide average wait time was 13 minutes and 15 seconds 7 December 8, 2011 | Leading the Nation in Transportation Excellence | www. mass. gov/massdot

November 2011 Registry of Motor Vehicles Dashboard 8 December 8, 2011 | Leading the Nation in Transportation Excellence | www. mass. gov/massdot

November 2011 Registry of Motor Vehicles Dashboard Green line is the wait time goal. 9 11/27/2020 | Leading the Nation in Transportation Excellence | www. mass. gov/massdot

Modernizing the “Bricks and Mortar” Model Finding cost savings for offices Partnerships with communities for free space Private landlords seeking to increase foot traffic The RMV model has 20 of 30 branches that are in free or limited cost spaces 10 December 8, 2011 | Leading the Nation in Transportation Excellence | www. mass. gov/massdot

Customer Service Deliver superb service that both anticipates and responds to customer needs. q Future state of customer service depends on best practices Think retail: we offer products and services for sale Embrace change management: change is constant and need to manage responsiveness Know your customers: understand expectations • 11 Improve ability to embrace technology December 8, 2011 | Leading the Nation in Transportation Excellence | www. mass. gov/massdot

Innovation Improve and integrate transportation services using creative thinking and best available practices and technology, with minimal public disruption v The Registry of Motor Vehicles Modernization (RMVM) Program is the most innovative effort of our generation v To be the National Leader in Putting the Customer First – across Service, Information, Security and Safety 12 December 8, 2011 | Leading the Nation in Transportation Excellence | www. mass. gov/massdot

RMVM Vision Statement 13 11/27/2020 | Leading the Nation in Transportation Excellence | www. mass. gov/massdot

14 December 8, 2011 | Leading the Nation in Transportation Excellence | www. mass. gov/massdot

Procurement Process Key Milestones for FY 12 Plan procurement scope and strategy Establish a procurement team Issue RFI for Vendor comment on approach and schedule Write and post RFR Review, analyze and evaluate responses In-person Vendor presentations Recommend apparent winning vendor Negotiation and Mass. DOT Board Approval 15 December 8, 2011 | Leading the Nation in Transportation Excellence | www. mass. gov/massdot

Procurement Guiding Principles Objectives to be met through RMVM Flexibility- solutions allowing minimum effort Quality/Ease of Use Information to measure operational and process performance Interoperability- point of origin Simplicity/Reliability Transparency Regular Outward-Facing Improvements Security and Safety- support legislative changes and data security 16 December 8, 2011 | Leading the Nation in Transportation Excellence | www. mass. gov/massdot

RFR Schedule 17 December 8, 2011 | Leading the Nation in Transportation Excellence | www. mass. gov/massdot

Questions and Comments are Welcome 18 December 8, 2011 | Leading the Nation in Transportation Excellence | www. mass. gov/massdot