my DMV Driving Virginians to Convenient Costsaving Service

my. DMV Driving Virginians to Convenient Cost-saving Service Channels

Service Goals • Provide service in a time, place and manner most convenient for customers • Offer incentives for customers who would normally opt for in-person service to take advantage of lower-cost service channels – – www. dmv. NOW. com Automated telephone Mail DMV Select partners

www. dmv. NOW. com • Offers 29 transactions • Over 3. 5 million transactions conducted in FFY 2010 • Site traffic tops 1. 3 billion hits annually

Costs Per Channel Vehicle renewal transaction cost comparison • In person $8. 32 • DMV Select $6. 19 • Mail $3. 72 • Internet/Phone $3. 53

Recent Enhancements • PIN process – instant issuance vs. mail – Online – Phone – In-person • Customers create my. DMV accounts

Recent Success • Between August 2010 and July 1, 2011, over 670, 000 PINS issued via website and automated telephone services • As a result of not mailing PINs: – cost savings more than $361, 000 – 93 percent of new PIN customers used PIN for online transaction the same day. – web transactions up 82 percent over last year

E-notifications • Customers opt to receive vehicle registration renewal notices electronically – Email – Phone (voice or text) • Opportunity to reach customers multiple times at no additional cost • Potential to increase on-time renewals

E-notifications • Between August 2010 and July 1, 2011, over 500, 000 customers opted for enotices • As a result of not mailing renewal notices, DMV realized savings of more than $295, 000 • Began license renewal e-notices July 1, 2011

Influencing Customers • Employee engagement and “suggestive selling” • Discounts for online and multiple year vehicle renewals • $5 service fee for renewals conducted inperson that could have been done alternatively – In-person vehicle renewals down 50 percent – Internet vehicle renewals up 82 percent

More Web Enhancements • Tracking of license delivery status – Requires PIN – Sets realistic customer expectations • Road test appointment scheduling • Address verification software – To reduce returned mail – Anticipate decreased costs from mailing one item multiple times • Mobile app development

More Information www. dmv. NOW. com/aamva Terry Witt Customer Service Liaison Terry. Witt@dmv. virginia. gov (804) 497 -7104