Picture this: Cameras at every licensing service office counter

March 26, 2019
Tacoma licensing service office

The Tacoma licensing service office served as the model for 25 other locations getting cameras at every customer service touchpoint. This will allow customers to stay with the same representative and have their photo taken without moving to another area.

After a pilot program at the Tacoma licensing service office (LSO) proved successful, the Washington State Department of Licensing is rolling out workstation cameras at 25 of its other offices.

The changes are expected to improve service and efficiency by keeping customers with the same DOL representative, at the same counter, throughout a transaction. Traditionally, customers were directed to another area to have their photo taken before returning to the original counter.

Best of all? Cameras at each station will reduce wait times.

“I am excited to continue to enhance workflow and the customer experience at our LSOs,” said Jean Fetterly, DOL’s acting assistant director for Customer Relations.

Tacoma aside, offices getting cameras include:

  • Lynnwood
  • Seattle West
  • Seattle Downtown
  • Kent
  • Shoreline
  • Puyallup
  • Parkland
  • Federal Way
  • Bel-Red
  • Spokane
  • Spokane Valley
  • Renton
  • Lacey
  • Everett
  • Bremerton
  • Poulsbo
  • Smokey Point
  • Bellingham
  • Kennewick
  • Union Gap
  • Vancouver North
  • Vancouver East
  • Mount Vernon
  • Wenatchee
  • Kelso

All work is expected to be completed by June 2019.

To install the 300 new cameras, 23 of the 26 locations — among DOL’s busiest — need facility modifications. In most cases, these will happen on normal off days. Due to limited contractor availability, a few offices will temporarily close as follows:

  • Seattle West: Friday and Saturday, May 17-18
  • Smokey Point: Tuesday, June 18
  • Spokane: Friday, June 21
  • Spokane Valley: Tuesday, June 25

Find an alternative location, if needed.

Starting in August 2018, DOL began testing cameras at four workstations in Tacoma. The pilot was a success, resulting in shorter transaction times. As a result, in mid-March DOL expanded the pilot to include all 14 workstations in Tacoma.

Feedback from customers and staff alike has been positive.

“This is the biggest change affecting office workflow in a positive way during my 24 years with DOL,” said Jay Glenn, a licensing service representative supervisor in Tacoma.


‘We have to do better’: New video shines light on required curriculum for driver training schools

March 22, 2019

Driver Training Required CurriculumA new video produced by the Department of Licensing provides helpful information for driver training schools, parents, and anyone else with an interest in Washington’s driver training required curriculum.

Washington state began implementing the new curriculum in August 2018.

Compared to the previous curriculum, the new curriculum features a stronger emphasis on decision making and attitudes. Of course, it still focuses on the rules of the road, driving maneuvers, and safety. But there’s a new approach to all that learning: How we feel behind the wheel. Specifically, how our attitudes and beliefs affect our decisions when driving.

Examples of self-reflection questions appear at the end of each section of the required curriculum. These questions are aimed at getting students to assess their driving behavior and attitude.

The video also explains how the required curriculum supports the state’s Target Zero program. Target Zero aims to reduce the number of fatalities and serious injuries on Washington’s roadways to zero by 2030.

Check out the video below.


DOL, Germany commemorate renewal of driver license reciprocity agreement

March 21, 2019

DOL’s Beau Perschbacher, center, and Meg McCann welcomed Uli Fischer, Boris Ruge, and Ulrich Suedbeck (left to right) of Germany.

This week, the Department of Licensing — represented by Beau Perschbacher, center, and Meg McCann — welcomed some special guests from Germany: Uli Fischer, Boris Ruge, and Ulrich Suedbeck (left to right).

They were in Olympia for a ceremonial signing to commemorate the renewal of a driver license reciprocity agreement. The pact allows Germans living in the state to exchange their German license for a Washington one without having to go back through the testing process. The same courtesy is extended to Washingtonians living in Germany.

The agreement has been in place for 14 years, during which time more than 4,000 Germans have obtained Washington driver licenses via the agreement.