Department: Motor Vehicles
Category: Customer Service, IT
Idea/Initiative Name: Online Department of Motor Vehicles Field Office Locator
Objective: Provide customers with a convenient method of receiving directions to the nearest DMV field office.
Description: In April 2008, the DMV unveiled the on-line DMV field office locator tool allowing customers to locate any DMV field office within California. The tool also offers a map and directions to the destination using Google map technology. Most on-line users are already familiar with the Google map environment and can easily maneuver within it.
Results: Within the first two weeks of activation, approximately 13,000 customers used the new enhancement to the DMV field office locator. The DMV field office location tool helps customers help themselves and eliminates these calls from the call centers.