Department: Motor Vehicles
Category: Customer Service, IT
Idea/Initiative Name: Department of Motor Vehicles Online How To Videos
Objective: Save time, energy, and money, by providing online videos instructing customers on how to process basic DMV transactions.
Description: The department created new online videos to serve as information tools for its customers. These videos are two-minute customer service presentations, demonstrating the most common DMV transactions: title transfer, driver license/identification card application, and taking the driving test.
The two-minute videos prove highly popular with teens, accustomed to utilizing the Internet to obtain information. The same important driver safety information is conveyed in two-minute video vignettes, as in print publications. Viewing the two-minute videos is a faster process than reading the information. Research shows that hearing and viewing information results in a higher level of retention than simply reading text. The current generation of teens is accustomed to using computer technology in most aspects of their academic and personal lives. Consequently, they will expect to conduct business online. The DMV is preparing to meet the needs of these future customers.
Results: The videos provide time, energy, and cost savings, by reducing return visits to field offices and calls to the telephone service centers for incomplete applications. The time, energy, and cost savings contribute to the Governor’s “greening” effort, which the department strongly supports.