Annual LicenseMatch survey report, 2013

FY'13 Annual LicenseMatch Survey Report
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FY'13 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/
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Executive Summary
The FY'13 annual survey for the LicenseMatch service was conducted in April, 2013. The survey results indicate a customer satisfaction rating of 91% overall.
This was the sixth 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.
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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'13 and obtain a "world class" customer satisfaction rating of 95+% for the LicenseMatch offering.
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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 `13 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.
Similar to previous years, customers were asked whether the Georgia Felon Search service and / or the new ROVER service would be beneficial to their businesses. Some customers indicated these services would be helpful, as well as several other ideas for new services which are currently being investigated.
Some additional questions that were included in the FY'13 survey were asking whether they would be interested in participating in GTA-lead idea sessions, and if they would like to advertise their businesses in an online service which offers discounts to students, teachers, and Georgia State Retirees.
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.
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Survey Results
The survey included all of the LicenseMatch customers who had performed transactions in the past year.
A total of 22 surveys were completed, resulting in about a 63% response rate. The survey results indicate a customer satisfaction rating of 90.9% overall.
The details of the survey are listed in the Appendix.
The survey results were categorized into the following customer suggestions: Concerns: Some customers were concerned that licenses produced a
"Match Not Found" response when there are multiple names, such as Jr., Sr., etc.
Suggestions: Customers suggested that new license class codes be
incorporated into the LicenseMatch system. Another suggestion was to be able to access the LicenseMatch
system without clicking on "Accept" for the terms and conditions page, and to remove the "time-out" feature. It was suggested to require less information in the LicenseMatch data entry screen to complete a search.
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Survey Results

Standard responses to customer concerns and suggestions are listed below:

Customer Concern:
Some customers were concerned that licenses produced a "Match Not Found" response when there are multiple names, such as Jr., Sr., etc.

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.

Customer Suggestion

GTA Response

Customers suggested that new license class codes be incorporated into the LicenseMatch system.

Thank you for the suggestion. Georgia Technology Authority is aware of the new license codes and will work alongside the Department of Driver Services to implement the necessary updates into LicenseMatch. We appreciate your patience as we are working on enhancements to the system.

Another suggestion was to access the The LicenseMatch Terms and Conditions are a

LicenseMatch system without clicking mandatory requirement for customers utilizing

on "Accept" for the terms and

the service as required by the Department of

conditions page, as well as to remove Driver Services and Georgia Technology

the "Time-out" security feature.

Authority's legal departments and state law.

Additionally, the Time-Out feature was

investigated previously, and it was found to be a

mandatory state-wide security requirement.

It was suggested to require less

The data fields required in LicenseMatch are

information in the LicenseMatch data mandated by Department of Driver Services'

entry screen to complete a search, such security policies. License scanning is available

as not requiring the CSC codes or class for customers who wish to save time and reduce

information.

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.

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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'13 Survey indicate that satisfaction levels are stable for this service in comparison to previous years. Office of Data Sales will continue to solicit feedback and work to improve LicenseMatch based on customer-focused enhancements.
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Appendix
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Appendix
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Appendix
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Appendix
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Appendix
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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/
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