Virginia-Vital Records

A Kinder, Gentler Waiting Room…..

The Wal-Mart SolutionPresenter

Deborah Little-BowserState Registrar-Va.

History

• New Legislation- “Legal Presence”– Effective 1/1/04– To obtain a DMV issued card.– Must prove you can be in the USA

legally for:• First time Drivers license• DMV identification card• Reinstatement of driving privileges

Impact on Vital Records

• Increased demand for:• Birth Records• Amendments/Corrections to records• Marriage Records

» Resulting In– Increased number of walk-in customers– Increased telephone calls– Increased complaints

Impact of the anticipated increase of customers?

• Fiscal & Staffing Concerns• Do we have enough staff to handle:

– Walk-in customers– Increase in mailed request– Increased Telephone calls (system is OLD– Where would we get staff from?– Training Issues

Compare the numbers!All requestors must have a

valid ID & entitlement • Walk-in

Customers- 03• Total= 99,639

• Automated Mail-BC’s issues 03

• Total=170,141

• Walk-In Customers- 04 YTD

• Total= April 43,047

• Automated Mail-BC’s

• Total= April 04- 73,457

The Solution

• A person was needed to handle the large volume of persons who visited the office.

• Hire temp/hourly staff• Approval denied for additional FTE’s• New telephone system• Time to be creative/think outside of the

box• Other avenues for staff

Considerations

• AARP • Rehabilitative Services • Temporary Agencies

AARP to the Rescue

• Virginia VR- had a positive working with AARP in the past

• Virginia Rehab Services- good working relationship- no available candidates

• New temp agency- very willing to work with us- sent good workers.

The Greeter Arrives

• George worked in a “free clinic” environment, easy going & always has a smile.

• AARP paid him a stipend• Ready and eager to work• Customers love him

Here’s George - The Greeter

Your typical day- Some folks are just not happy

How does he keep the customers happy?

• Each customer is greeted by George

• Soothing music is played in the waiting room.

• Customer is asked what document they are requesting

• Identification is checked before getting in line

• Application is completed while in line (we have plenty of clipboards).

• If record not filed in Va.-information is given for state of event

Customer Comments

• What a pleasant experience!

• That was quick• You made my day• You put DMV to

shame• Can I take George

home?• Can I have a date

with George?

• Nice music• You set the bar

for state gov’t.• Courteous staff• Helpful staff

What can you do in tight fiscal times/increased demands for service ?

Be Creative

• Ask staff for ideas• Think outside of

the box• Get customer

input• Speak to other

states• Look at similar

agencies

• What companies/services in your world give you good customer service? Talk to them

• Training-make it work for you.

• Volunteers

Other Steps taken

• Extended hours-beginning May 1- Saturday hours 8-12

• Expanded web site-information• Work with the media and other

agencies• Additional revenue- 7/1/04 fee

increase to $12.00

Thank you, any questions?