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:
- Seattle West
- Seattle Downtown
- Federal Way
- Spokane Valley
- Smokey Point
- Union Gap
- Vancouver North
- Vancouver East
- Mount Vernon
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.