“If we can
fix the BMV, we can fix anything.
”
Mitch’s team addressed chronic problems at the Bureau
of Motor Vehicles and succeeded in cutting customers’ visit times at branches, and improving the agency’s accuracy, efficiency, and financial controls.
Shorter lines, improved service, while saving
tax dollars at the BMV
- Increased the number of 24-hour,
self-service terminals by more than 50 percent
and provided discounts for mail-in and Internet
registrations. The average wait time at any statewide
BMV branch now set at 8 minutes, and an overall
satisfaction rate of 96 percent.
- 73 of state's
busiest and largest branches now offer branch
appointments to save time and offer more convenience
to customer.
- Unveiled real-time visit time feature on
website, enabling customers to see how long visit
times are currently at any branch in the state.
- Operational savings of $4.5 million achieved
through better procurement and contract management,
reduced staffing. Savings used to fund the $5
discount program for customers who renew plates
online.
Making the BMV more convenient for taxpayers
- Online renewal transactions have been made
more appealing to customers through a $5 discount
per vehicle. As a result online usage
increased from 5.9% in 2007 to 24% in 2008,
taking thousands of customers out of branches
to this more convenient method.
- Extended drivers’ license
renewal period from four years to six years
- 108
auto dealerships across the state now offering
title and registration services
- Expanded branch hours to improve customer
service with every BMV branch
- Evening hours
added every Tuesday. Also, on Mondays and Tuesdays
before elections, branches open extended hours
for customers needing an ID to vote.
- Mobile unit
has served more than 1,700 customers in 28 convenient
locations in 16 communities, conducting 2,500
transactions.
Security and Anti-fraud measures
- Implemented digital driver's license to reduce
fraud.
- Participated in investigations leading
to the arrest of 14 employees attempting to create
and sell deceptive documents.
- Implemented Social
Security online verification tool that now
verifies the information of all customers applying
for a driver license, ID card, or title with
the Social Security data base.
Ended the subsidy of political parties
from personalized license plate fees
- Political subsidies eliminated in 2005. These
monies are now directed to operation of the license
branch and road construction and maintenance
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