Case Study: Kiosks and Customer Service
Through the use of innovative technology (kiosks) and public-private partnerships, service time has been drastically improved. In the Las Vegas area alone, even though DMV has experienced an increase of nearly 20 percent more customers a month since 2000, the department has reduced wait time by more than 40 percent.
A Message from Governor Kenny C. Guinn - April 5, 2006
Nevada Department of Motor Vehicles
Making Great Strides in Customer Service
When I first became Governor, one of my stated goals was to significantly cut wait times for people visiting a Department of Motor Vehicles (DMV) office, and to make online vehicle registration and other DMV-related tasks more convenient to complete.
I’m happy to say that today, Nevada’s DMV is doing an outstanding job of meeting that challenge while serving the needs of the fastest-growing state in the nation. Through the use of innovative technology and public-private partnerships, service time has been drastically improved. In the Las Vegas area alone, even though DMV has experienced an increase of nearly 20 percent more customers a month since 2000, the department has reduced wait time by more than 40 percent.
A new North Las Vegas office, located at 7170 N. Decatur Blvd., opened on March 13. It is larger than the building it replaced, with 206 more parking spaces and ten more service windows. The new office is the first in the state to offer two outside self-service kiosks, which are available to customers 24 hours a day. The kiosks are similar to bank automated teller machines. DMV customers can use the machines to complete simple renewal transactions, use cash or credit cards to make payments, and receive documents on the spot.
Thanks to a public-private partnership with the American Automobile Association (AAA), the popular kiosks are also available at two Southern Nevada AAA offices: one located at 3312 W. Charleston Boulevard in Las Vegas, and another located at 1000 N. Green Valley Parkway in Henderson. Those kiosks are available during normal AAA business hours. There are now 22 kiosks available to motorists statewide. Since the beginning of the program in 2004, the kiosks have been used to successfully complete more than 284,870 transactions.
Innovative technology like the kiosks has proven effective in reducing wait times and improving customer service, while also saving substantial tax dollars. Recent enhancements to DMV’s online services, including renewal of certain business licenses, license plates, and the use of electronic checks to pay fees, are also making a difference. Another web enhancement that has proven popular is the ability to design, view, and check for the availability of charitable or specialty plates. Since first unveiled a year ago, there have been more than 1.1 million inquiries for specialty plates via the web.
I applaud and appreciate the efforts of the management and staff at the Nevada DMV for their efforts and commitment to making substantial improvements in service for our citizens. The Nevada DMV’s commitment to customer service and technological solutions has enabled the department to better keep pace with our state’s growth. Motorists can view the full range of DMV-related online services at www.dmvnv.com.
Posted by keefner at April 6, 2006 08:56 AM