FY'12 Annual LicenseMatch Survey Report FY'12 Annual LicenseMatch Survey TABLE OF CONTENTS Executive Summary Background & Objective Methodology Survey Results Conclusion Appendix Office of Data Sales 47 Trinity Ave. Suite 600, Atlanta, GA 30334 Tel: 404 463 2300 / Fax: 404 463 2390 datasales@gta.ga.gov - http://gta.ga.gov/ Executive Summary The FY'12 annual survey for the LicenseMatch service was conducted in January, 2012. The survey results indicate a customer satisfaction rating of 100% overall. This was the fifth annual survey conducted for the purpose of measuring and improving LicenseMatch customer satisfaction. This survey enabled the Office of Data Sales to continue to build upon information obtained in previous years, as well as gather valuable new data to improve the service. The survey results were categorized into key requests to be addressed. The Georgia Technology Authority responses have been documented. Office of Data Sales has contacted each of the customers who provided their optional contact information, in order to provide timely feedback to their concerns and suggestions. These annual surveys have helped the Office of Data Sales maintain a "world class" customer satisfaction rating on other products every year. Background & Objective Background: The Georgia Technology Authority, in cooperation with the Georgia Department of Driver Services, and the Georgia Department of Banking and Finance, offers the LicenseMatch service to industries such as Banks, Financial Institutions, and Auto Dealerships. LicenseMatch is an online tool used to verify Georgia driver's license and State ID information. The tool may be used to prevent fraud and minimize losses during transactions such as cashing a check, opening an account, or obtaining account information. Other uses of LicenseMatch include usage by real estate attorneys to verify identification on the date of a closing, and usage by Auto Rental / Sales companies to verify status codes on licenses. Objective: Assess customer satisfaction for FY'12 and obtain a "world class" customer satisfaction rating of 95+% for the LicenseMatch offering. Methodology Based upon the methodology established in previous years for customer service improvement, Office of Data Sales followed the same steps in conducting the FY `12 LicenseMatch survey. Office of Data Sales formulated questions to measure satisfaction associated with basic principles of the service, as well as the added features in LicenseMatch Gold. Customers indicated which, if any, of the previously added enhancements were beneficial to their businesses. The specific features evaluated were the ability to scan licenses and view license status codes. Also, similar to previous years, customers were again asked whether they would be interested in using the Georgia Felon Search service. Some customers indicated this service would be useful to them, as well as several other potential services currently being investigated. Respondents' open-ended responses were categorized and documented as suggestions. The results were analyzed, and standard responses to the customer suggestions were formulated. The Office of Data Sales then contacted customers to thank them for their feedback and to personally discuss their concerns. Survey Results The survey included all of the LicenseMatch customers who had performed transactions in the past year. A total of 65 surveys were accessed, and from those 15 surveys were completed, resulting in about a 23% response rate. The survey results indicate a customer satisfaction rating of 100% overall. The details of the survey are listed in the Appendix. The survey results were categorized into the following customer suggestions: Suggestions: Some customers expressed an interest in different scanning options. Some customers would like to verify licenses for other states. Another suggestion was to be able to stay logged into the system without having the time-out feature. It was suggested to require less information in the LicenseMatch data entry screen to complete a search. Survey Results Standard responses to customer suggestions plus feedback to these are listed below: Customer Suggestion Some customers expressed an interest in different scanning options. GTA Response We appreciate the feedback. The purpose of the scanner is to make the process of license verification faster and easier, in addition to reducing data entry errors. Please contact Intellichek for any issues at: 1-800-444-9542. Some customers would like to verify licenses for other states. The state of Georgia does not have jurisdiction to provide other states' license information verification. We will make note of the suggestion and continue to investigate any opportunities to partner with other states to offer any additional information that will meet our customers' needs. Another suggestion was to be able to stay logged into the system without having the time-out feature. The Time-Out feature was investigated last year, and it was found to be a mandatory state-wide security requirement. It was suggested to require less information in the LicenseMatch data entry screen to complete a search. The data fields required in LicenseMatch are mandated by Department of Driver Services' security policies. License scanning is available for customers who wish to save time and reduce errors when entering the license information into the system. Further, the requirement of a series of matching fields increases the reliability of an accurate response. Conclusion The Office of Data Sales concludes that these surveys are an effective means to obtain customer feedback and measure the satisfaction level of services over time. Additionally, the customer suggestions lead to exploring new products that will meet customer needs. Finally, the Office of Data Sales annual customer surveys help Georgia Technology Authority achieve its customer satisfaction goals, which elevates the level of satisfaction experienced by Georgians when interacting with their state government. The results of FY'12 Survey indicate that satisfaction levels are increasing every year for this service. Office of Data Sales will continue to solicit feedback and work to improve LicenseMatch based on customer-focused enhancements. Appendix Appendix Appendix Office of Data Sales 47 Trinity Ave. Suite 600, Atlanta, GA 30334 Tel: 404 463 2300 / Fax: 404 463 2390 datasales@gta.ga.gov - http://gta.ga.gov/