Medallia for Department of Motor Vehicles

Transformation with Real-Time Driver and Customer Experience Data

The employees of the Department of Motor Vehicles (DMV) play a significant role in delivering crucial services to citizens and residents. Your organization faces several critical aspects that range from driving tests; providing licenses and IDs; vehicle services, including towing and booting; and registering voters. Due to the high demand for these services, customers are easily frustrated with long lines, processes they perceive as bureaucratic, and the perception they are not heard even after multiple interactions.

Your programs must be designed to rely on engagement and provide thoughtful responses to the needs of citizens to meet goals including:

  • transform the delivery of services by reducing “process and paperwork”
  • optimize your shift to an e-services model
  • increase first-contact issue resolution which reduces repeat visits