Colorado Department of Revenue’s Division of Motor Vehicles (Colorado DMV) Program Goes “WaitLess” with their Self-service Kiosk Project!
San Antonio, Texas. – In December 2015, Colorado Department of Revenue signed an agreement with DynaTouch to replace, upgrade and expand the kiosk and digital signage hardware for their existing WaitLess queuing and appointment scheduling program. The scope of the project called for replacing old hardware at 15 Driver’s License Offices (DLOs) to go along with installing new systems at 16 additional DLOs — extending the reach of the WaitLess program across the state.
Using DynaTouch’s TIPS™ Kiosk Management Software to lock down the browser and secure the web-based queuing application, these kiosks provide the WaitLess program with a safe environment to meet the stated goals of the project: (1) Improve the customer experience in the selected driver’s license offices by assisting in customer routing, and allow the option for self-service enhancements and technological integration. (2) Provide the ability to display DMV-defined media (safe driving tips, upcoming office closures, etc.) for customers, in addition to the visual queue display, without limitation. (3) Allow customers to schedule an appointment for a specific time and date using online appointment scheduling, ensuring prompt and predictable service. (4) Compile statistics to be analyzed to find greater efficiencies in how customers are served. The centralized queuing system allows for tracking and review of these statistics in real-time from any office, including the central Driver’s License Administration offices.
“The kiosks are truly exceeding expectations to meet the vision set forth by Governor Hickenlooper and the Colorado Department of Revenue Division of Motor Vehicles.”
The upgrade and expansion of the WaitLess program is a key part of fulfilling the Colorado Department of Revenue Division of Motor Vehicles strategic plan for 2013-2017, which outlines the four-year plan put forth by Governor John Hickenlooper. According to Hickenlooper, the “overall purpose of the DMV Strategic Plan is to establish a framework from which to streamline operations and increase effectiveness in serving customers in the most efficient manner possible – it builds upon all the work done in the past to improve DMV services – over the next 5 years the division will strive to increase the effectiveness of the organization, improve business processes, and upgrade facilities and information technology systems (CO DMV, 2013)”.
The implementation process was incredibly aggressive. Within four weeks of signing the contracts, site surveys were conducted at all 31 sites to confirm/identify hardware quantities, models, and placement, in addition to site requirements for wiring. The installation of all 31 locations was completed on accelerated 6 week timetable. The final hardware count included: (68) floor standing kiosks, (2) wall-mounted kiosks, (42) digital signage displays, media PCs and speakers.
DynaTouch CEO Terri McClelland said, “The upgrade and expansion of the Colorado DMV WaitLess program has been a resounding success. The kiosks are truly exceeding expectations to meet the vision set forth by Governor Hickenlooper and the Colorado Department of Revenue Division of Motor Vehicles. The new and improved solution really is making a difference.”