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Driver Licence Division SUCCESS Story

jessicalarsen Success Stories

Goal of Success System

The goal of this SUCCESS system is for Driver License Division customers to receive the highest level of service and experience consistently short wait times.

Strategy

The strategy for achieving this goal focuses mainly on excellent management of a queuing system in order to maximize system flow. The queuing system allows Driver License Division field offices to triage the type of service customers are seeking, and to customize service window availability based on the customer demand of each day.

Results

Since beginning this project at the end of CY2014, the system has achieved an 84 percent improvement above baseline. The percentage of Driver License Division customers being served within 3 to 8 minutes has increased from 54.9 percent to 78.5 percent. This was accomplished even with the number of customers seeking Driver License Division services increasing by more than 16,000 per month. In addition, Utah’s Driver License Division’s average wait time for all 13 field offices has been reduced to 5 minutes, which is among the lowest in the nation.

Looking Forward

Even with the queuing system expertly managed, there are certain areas of the state where customer demand has outgrown Driver License Division’s capacity. Thus, in the next 1 to 5 years, Driver License Division plans to expand services in southern Utah County and in Davis County. The future goal is to have 100 percent of customers served within 3 to 8 minutes.

The Driver License Division also plans to add enhancements to the facial recognition program it uses as an important fraud detection and deterrent tool and identify solutions to address a high rate of employee turnover.