Digital transformation has accelerated across all sectors, and the public sector isn't immune. The pandemic served as a catalyst, shifting the pace of technology adoption from years to weeks. However, while some local government agencies are powering ahead, others still need to catch up.
Download the Guide:How Queue Management and Appointment Scheduling are Transforming Citizen Experiences at DMVs across the US
This article shares the top five technologies agencies deploy to radically improve citizen experiences.
1. Smart scheduling software
Appointment scheduling makes chaotic DMV offices a thing of the past. Empower your customers to control their time by allowing them to schedule, track, and rearrange their appointments on any device.
Citizens can plan appointments online instead of arriving to discover long queues and unknown wait times. Appointment scheduling means that even if wait times are unclear, customers queue confident that a limited number of people are being served at a specific time, guaranteeing a more expeditious service.
Intelligent scheduling software includes automatic reminders to customers about what they need to bring to their appointment. This helps provide a first-class experience to citizens and streamlines the DMV’s services.
We're used to seeing front-line employees who can be exhausted and irritable. The more seamless the experience is, the more productive your employees will be. Customers will receive better and friendlier service. This scheduling method can increase an organization's overall efficiency while also improving the citizen and employee experience.
2. Increase your online offer
Until recently, most government services were only available in person. If someone needed to access a service, they had to physically visit a government office and join the back of a line.
Innovations now enable institutions like the DMV to provide more services online seamlessly. For instance, renewing a driver’s license or taking knowledge tests is available online in some states.
The more citizens can access the service they need online; the less strain is put on your staff, freeing them up to provide a higher quality service to the citizens who choose to access your services in person. And the fewer people in your government office, the less time each person will spend waiting in line.
Finally, if a citizen doesn’t meet the correct requirements to access the service they need or don’t bring the documents they need to a branch, they’d have to waste time queuing for a service they can’t access. Versus the option of being at home to be able to go and grab it or order it online with a few clicks of their mouse.
The more services the DMV offers online, the fewer people will need to visit the DMV’s office. And this will result in a much more enhanced customer journey.
3. Online forms and upload documents
Allowing citizens to fill in all the paperwork they need to complete and upload required documents to access the service before they arrive for their appointment is another simple practice to reduce wait times at the DMV.
This will minimize the number of citizens on the DMV, improving real and perceived wait times. At the same time, you may reduce the margin of error, ensuring every citizen has access to all the information to complete the forms with the information needed, as they’ll have the supporting documents to revise at home.
Plus, an online smart system won't admit incomplete and incorrect forms, meaning citizens will never have to go through the frustrating experience of filling out the same form twice.
Empowering citizens to fill out paperwork in advance of their appointment will shorten the time of each visit, streamlining your entire operation while also improving citizens' and staff experience.
4. Assign staff based on citizen needs
Q-Flow is the core platform that powers our customer experience suite and queue management solutions. This comprehensive software empowers government offices to manage and optimize omnichannel customer journeys and streamline processes.
Q-Flow delivers data you can use to identify peaks and troughs in customer activity for the period of time you choose: the time of year, month, week, and day. You can then use this real-time information to plan your staff schedules so the DMV runs smoothly.
The Q-Flow system also automatically assigns citizens to the member of staff best suited to help them based on their specific needs. This ensures each citizen gets the service they need as quickly as possible, allowing the DMV to provide a more efficient operation.
5. Provide better service with Q-Anywhere
Now citizens can be empowered to access the DMV services remotely with Q-Anywhere.
Customers can schedule an appointment and join a virtual waiting room from wherever they choose or need to be at the time.
The main reason waiting in line is so frustrating is that you don’t know how long you’ll be there. Should you bother staying in line after it’s already been more than one hour, or will it take a decade? Do you need to rearrange your children's pick-up at school, or will it be only ten more minutes?
Systems like Q-Anywhere allow you to automatically send updates to citizens through a mobile notification and across on-premises digital signage.
Customer experiences designed for a virtual world
The solutions exist. At ACF we have developed applicable solutions to support the world in this continual transfer to the virtual world. We are determined to improve all aspects of customer service and bring your organization to its top efficiency. The latest technology can be implemented strategically.
Get the most out of ACF solutions and stand out by providing the best customer journey. See how ACF supports all industries and take a closer look at government services and how to improve operational efficiencies:
- Improve employee satisfaction by automating customer flow and eliminating unnecessary steps.
- Maintain a relaxed environment and improve the quality of service.
- Improve resource allocation and productivity with real-time predictive data.
- Eliminate unnecessary tasks and automate workflow for quicker transfers and process completion.
- Reduce costs by decreasing duplication through integration with 3rd party software.
DMV aligned with the digital transformation
The Department of Motor Vehicles, better known as the DMV, is one of the government institutions that gathers important information regarding identity, driver’s licenses, and vehicle registration, among others.
The customer experience should be the focus of any service. If customer experience is in the spotlight these days, being the main goal, the formula will unequivocally result in integrating available technologies to make every step of the customer journey enhanced. Less time is wasted and more pleasant experiences, ultimately encouraging an efficient system designed for the citizens.
Visit the DMV: Pros and Cons
ACF is a leading company in customer experience management solutions. ACF transforms the way citizens interact with different service industries, enforcing an ideal experience at every touch point by improving communication with citizens and minimizing wait times. Our online appointment scheduling as our queue management software eliminates lines, prioritizes individuals, transfers citizens across departments, and facilitates online transactions.
With ACF Technologies' queue management software and systems, government offices can stay on top of citizens' demands for accessibility and transparency throughout the appointment process.