Annual MVR survey report, 2007

FY'07 Annual MVR
Survey Report

FY'07 Annual MVR Survey
TABLE OF CONTENTS
Executive Summary Background & Objective Methodology Survey Results Conclusion Appendix
Office of Data Sales
100 Peachtree Street, Atlanta, GA 30303 Tel: 404 364 2300./ Fax: 404 463 2390 datasales@gta.ga.gov - http://gta.ga.gov/

Executive Summary

The Office of Data Sales' customer service initiatives are in line with:
- Governor's initiative to elevate the level of customer service experienced by Georgians when interacting with their state government
- Georgia Technology Authority's Wildly Important Goal (WIG) to increase customer satisfaction

The FY'07 annual survey for the motor vehicle record (MVR) service offering was conducted in October, 2006. The survey results indicate a customer satisfaction rating of 97.7% overall.
This was the second annual survey conducted for the purpose of measuring and improving the customer satisfaction of the online MVR service. This survey has allowed the Office of Data Sales to continue to build upon information that was obtained in the FY'06 Survey, while also gathering valuable new data to improve the service for our customers.
The survey results were categorized into key requests and concerns to be addressed. The Georgia Technology Authority responses have been documented. Also, the Office of Data Sales has contacted each of the customers who have provided optional contact information to provide timely feedback to their concerns and suggestions.

These annual surveys have continued to help the Office of Data Sales maintain a "world class" customer satisfaction rating every year.

Background & Objective

O.C.G.A. 40-5-2 for purposes specified in S.B. 69

Background:
The Georgia Technology Authority in partnership with the Department of Driver Services offers individual Driving History / Motor Vehicle Report (MVR) via the Internet to all certified customers.
MVR is the applicable abstract of an individual Driver's Record licensed to customer. The contents of the abstract will vary according to the purpose for which the abstract is requested.
There are five purposes for requesting an MVR: insurance, employment, credit, rental car agency and limited rating information:
1. Insurance companies and/or insurance support organizations (ISOs) can ascertain MVR.
2. A customer can ascertain copies of driver records for employment purposes. (Each company must have written consent on file from the individual to request the driver record).
3. A customer can ascertain MVR for credit purposes in accordance with the Fair Credit Reporting Act.
4. Car agencies that maintain their own insurance division can ascertain MVR for insurance purposes. (These insurance divisions are
certified by the Insurance Commissioner to insure their vehicles and handle their own
claims).
5. Only insurance agents and ISOs can request the limited rating report.
Objective:
Assess customer satisfaction for FY'07 and maintain a "world class" customer satisfaction rating of 95+% for the MVR offering by December, 2006.

Methodology
Based upon the methodology established last year for customer service improvement, Office of Data Sales has followed the same steps in conducting the survey, while making improvements from previous year's experience.
The first improvement was a move from the traditional SurveyTool on the Georgia.gov portal that was used for the FY'06 Survey to SurveyMonkey. The new tool allowed for better reporting capabilities and easier analysis of results on an individual customer basis.
The Office of Data Sales contacted all customers by phone prior to sending the survey. Following the notification, the survey was sent via email using the online survey tool, SurveyMonkey.
Survey responses were collected and categorized into customer concerns and suggestions. The results were analyzed, and standard responses to the customer concerns and suggestion were formulated. The Office of Data Sales then contacted customers to thank them for their feedback and personally discuss their concerns.
Details of these discussions were recorded to be considered as potential future enhancements to meet our customers' needs.

Survey Results
The entire MVR customer base of approximately 360 customers received the survey electronically. Two groups were sent surveys: one for customers generating more than $499 in revenue (approximately 88 customers), and another for customers generating less than $500 in revenue (approximately 272 customers). This survey resulted in an approximate 40% response rate.
A total of 84 surveys were accessed, of which 38 surveys were completed for the first group. The survey results indicate a customer satisfaction rating of 97.4% overall for the first group.
A total of 250 surveys were accessed, of which 96 surveys were completed for the second group. The survey results indicate a customer satisfaction rating of 97.9% overall for the second group.
The details of the survey are listed in the Appendix.
The survey results were categorized into the following customer concerns and suggestions: Concerns: - Sign-up and renewal process: Some customers found sign-up
and renewal process difficult - No-hit fee: A few customers were unclear on the justification
for the no-hit fee. - A few customers requested password expiration policy change.

Survey Results

Suggestions:
- Some customers requested a product / service for criminal background checks.
- Some customers suggested alternate / improved data entry to minimize no-hits.
- A few batch customers requested a corporate rate for multiple submissions.
- Some customers suggested a reminder of re-certification in advance to expiration
Standard responses to customer concerns and suggestions plus feedback to these are listed below:

Customer Concern

GTA Response

Customer Feedback

- Sign-up and renewal process: GTA has worked with the Department of Driver Customers have indicated that they now Some customers requested Service to make changes to the MVR section of the find the MVR area on Department of simplification of processes. Department of Driver Service website to make the Driver Service website a bit easier to use MVR sign-up and renewal process simpler by sepa- for sign-up and renewals. rating the web pages for renewal and initial sign-up processes. Also, GTA now obtains accounts expiration information from Department of Driver Service to send notifications to customers prior to expiration.

- No-hit fee: A few customers To provide premium services, such as the MVR Upon explaining the nature of the service

were unclear on the justifica- system, it is necessary to charge in order to cover and requirement for accurate entry, cus-

tion for no-hit fee.

the cost of offering the services. Georgia's pricing is tomers seem to be satisfied overall.

moderate when compared to other states. Further,

the MVR system is an inquiry-based system, cus-

tomers are charged per inquiry.

- A few customers requested password expiration policy change.

Password expirations are required to adhere to the Georgia state security policies.

Customers seem to understand the security policy requirements for password expirations.

Survey Results

Customer Suggestion
- Some customers requested a product / service for criminal background checks.

GTA Response

Customer Feedback

The Georgia state government has been investigating Customers hope to someday have access to offering a product / service for criminal background such a service. checks.

- Some customers suggested alter- To prevent illegal use of the MVR offering, alternate Upon explaining the nature of the service

nate / improved data entry to data entry as suggested cannot be offered. Correct and requirement for accurate entry, cus-

minimize no-hits.

entry as shown on the ID is the only requirement for tomers seem to be satisfied overall.

proper use of the MVR offering.

To provide premium services, such as the MVR system, it is necessary to charge in order to cover the cost of offering the services. Georgia's pricing is moderate when compared to other states. Further, the MVR system is an inquiry-based system, customers are charged per inquiry. No-hits are charged as inquires.

- A few batch customers requested The MVR system is an inquiry-based system, there- Customers seem to understand the reason

a corporate rate for multiple sub- fore all charges are made on a per inquiry basis. In that a corporate rate for businesses are not

missions.

addition, charges for MVR's are state-mandated and possible at this time.

are not open to change.

- Customers suggested a reminder The Georgia Technology Authority currently sends

of re-certification in advance to renewal notices 60 days in advance to customers'

expiration

expiration via email.

Customers appreciated being contacted to verify email addresses for renewal.

Conclusion
The Office of Data Sales finds these surveys an effective means to obtain customer feedback and they enable us to improve customer interactions in collaboration with Department of Driver Services.
Further, the customer suggestions result in exploring viable ideas to develop new products that meet customer needs.
Finally, the Office of Data Sales annual customer surveys help GTA achieve its customer satisfaction goals. Also, these meet the Governor's initiative to elevate the level of customer service experienced by Georgians when interacting with their state government.
The results of FY'07 Survey indicate that there is a high satisfaction associated with this offering. Office of Data Sales will continue to solicit feedback from customers and work to improve the service offering based on customer-focused enhancements.
Office of Data Sales expects additional research on criminal history, online Georgia Felony Records Search to continue for next year.
Also, as a final note, system access issues were anticipated as a concern for this year's survey respondents due to the Data Center upgrade, however there was little mention of this in the survey.

Appendix
Details of survey for first group (MVR customer base generating more than $499 in revenue per customer):

Appendix
Details of survey for second group (MVR customer base generating less than $500 in revenue per customer):

Office of Data Sales
100 Peachtree Street, Atlanta, GA 30303 Tel: 404 364 2300 / Fax: 404 463 2390 datasales@gta.ga.gov - http://gta.ga.gov/