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 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.


Survey indicates DOL customers are satisfied with service

February 3, 2014

In September 2010, DOL introduced its staff in our licensing services offices to a new customer service promise: “We will be friendly and helpful — every time.”

As part of a recent customer survey–mailed to recent customers in October 2013–we asked if their experience during their recent transaction reflected this promise.

Overall, 82-percent of survey respondents indicated yes, our staff was both friendly and helpful. Another 15-percent indicated staff was either friendly or helpful, and only 3-percent indicated staff was neither friendly nor helpful.

This level of satisfaction was echoed in other aspects of the survey. Overall, we learned 83-percent said they were satisfied to very satisfied with their DOL service and 57-percent of customers indicated DOL’s service has improved.

Results of the recent survey appear in the chart below.

survery-1


DOL hits major YouTube milestone

September 20, 2011

Drive Test VideoDOL customers have now watched agency-produced videos on the agency’s YouTube channel more than a million times.

DOL created a YouTube channel and began posting public service videos in March 2009. Our goal for the videos is to provide customer service, public safety, and consumer protection information directly to consumers in a way many favor.

In addition to being available on YouTube, the videos are featured on the DOL Internet website, often located in places that support more detailed written information about a topic. Several videos focus on consumer protection issues like buying a car or what to look for when renting a limousine.

The most popular videos include a four-part series designed to help people become familiar with the parts of the driver licensing road test that many consider the most challenging. As a series, these four videos have been viewed more than a half million times since they were posted 10 months ago. Similar videos that illustrate the motorcycle endorsement road test also have been very popular.