Sm,

jpiwruw vkljt[;y,06[4

b-y7Project Objectives

Develop an executable plan to improve and maintain performance at all driver

license stations for all services offered as measured by:

Customers

Speed and accuracy of service delivery

Statutory requirements

Transaction costs

ble, by improving the efficiency of Minimize the cost impact, where possi

existing processes and systems

Implement and document the quick wins

Cooperative effort by the Office of the Governor, Department of Safety, and

FedEx Corporation

ment of Safety during implementation Success ultimately lies with the Departpage 3 02.14.06

FedEx Business Process Study

Summary Report

Executive summary - Issues

rnate ways to receive services, and Customers want fast service, alte

information

ation opens creating a lasting backlog Customers arrive 1+ hours before the st

throughout the day

not directly support a goal of quickly Many actions required of the examiners do

serving the customer

what is required of them and the Customers are not fully educated about

services offered through self-service channels and the county clerk offices

Many stations exceed rated occupancy

knowledge test on the first and second A high percentage of customers fail the

attempts, further increasing station trafficpage 4 02.14.06

FedEx Business Process Study