FY'14 Annual LicenseMatch Survey Report 1 FY'14 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/ 2 Executive Summary The FY'14 annual survey for the LicenseMatch service was conducted in January, 2014. The survey results indicate a customer satisfaction rating of 94% overall. This was the seventh 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. 3 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'14 and obtain a "world class" customer satisfaction rating of 95+% for the LicenseMatch offering. 4 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' 14 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'14 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. 5 Survey Results The survey included all of the LicenseMatch customers who had performed transactions in the past year. A total of 17 surveys were completed, resulting in about a 57% response rate. The survey results indicate a customer satisfaction rating of 94.1% overall. The details of the survey are listed in the Appendix. The survey results were categorized into the following customer suggestions: Suggestions: Some customers suggested a more detailed billing statement. Some customers would like to verify licenses for other states. Another suggestion was to remove the Terms and Conditions Page, as well as the requirement of a User ID / Password for login. It was suggested to have the ability to search for license information by license number, as opposed to the current required fields. 6 Survey Results Standard responses to customer suggestions plus feedback to these are listed below: Customer Suggestion Some customers suggested a more detailed billing statement. GTA Response We appreciate the feedback. The GPS billing system is not designed to provide details in the invoices. If you have questions about a bill, please contact GTA at 404-463-1200. 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 remove the The LicenseMatch Terms and Conditions are a Terms and Conditions Page, as well as mandatory requirement for customers utilizing the requirement of a User ID / the service as required by the Department of Password for login. Driver Services and Georgia Technology Authority's legal departments and state law. Additionally, the login information is a security requirement of the system to prevent unauthorized usage, as well as identify users of the system for billing purposes. It was suggested to have the ability to search for license information by license number, as opposed to the current required fields. 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. 7 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'14 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. 8 Appendix 9 Appendix 10 Appendix 11 Appendix 12 Appendix 13 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/ 14