Press release from the Indiana BMV:
BMV Earns Second International Customer Service Award
Motor vehicle administrators’ association again honors Indiana BMV
(INDIANAPOLIS, September 27, 2010) – Governor Mitch Daniels today saluted BMV employees as he presented them the International Customer Service Award from the American Association of Motor Vehicle Administrators (AAMVA). The Indiana BMV earned the award for the successful implementation of the SecureID program while maintaining high levels of customer service.
Gov. Daniels commented, “You are the first repeat winner of this award in its history. Your transformation of the Indiana BMV from the “worst to best’ motor vehicle agency in North America is one of the greatest public sector success stories we’ve ever seen.”
He reminded the employees that not long ago the BMV was noted for poor customer service, illegal activity, and broken business processes. Visit times were not recorded and customer satisfaction was not measured. Today visit times are measured and customers are surveyed quarterly.
Average visit times at branches decreased from 12 minutes, 15 seconds in 2007 to 8 minutes, 10 seconds for 2010, even as SecureID has been implemented.
The BMV won its first International Customer Service Award in 2008 in recognition of the Customer Choices program that provided new ways for customers to do business with the BMV, including an enhanced myBMV.com website and hundreds of new partner locations providing BMV services.
“Even while implementing all of the changes with the SecureID initiative, the BMV has maintained customer satisfaction levels consistently over 90%. We have a lot to be proud of,” said BMV Commissioner Andy Miller.
The 2010 award recognizes the successful implementation of the SecureID initiative that brought Indiana into compliance with the security requirements in the federal Real ID Act. The SecureID initiative included a comprehensive public information campaign and extensive training for the branch staff.
New facial recognition technology has helped the BMV identify 3,100 cases of possible identity theft and fraud, and the agency has processed, printed and mailed 850,000 credentials to customers with few issues.