Idaho DMV Customer Web Portal Study
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2020-07-01
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Edition:Final or Interim Report 05/01/2019 - 6/30/2020
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Abstract:This research study looks at potential enhancements to Idaho’s DMV web portal. Researchers reviewed existing literature to extrapolate potential benefits of e-government services, documented existing DMV services offered by each U.S. state, analyzed current business processes, investigated current laws and practices governing e-signatures for vehicle titles, synthesized previous DMV website customer satisfaction surveys, administered a survey pertaining to utilization of online address changes in other states, developed guidelines for an enhanced customer satisfaction survey, and recommended best practices. Best practice recommendations include continued implementation of online web services, including online duplicate vehicle registration, online filing of sold notices, online scheduling of DMV appointments, DMV service reminders via e-mail or text messages, and a paperless option for vehicle registration and driver’s license renewal notices. Potential innovative e-services such as live chat and mobile applications for DMV practice exams are also worth exploring. Additional best practices include implementation of e-signatures for electronic titles and liens, utilization of online address changes with enhanced security measures, and distribution of a mixed-mode customer satisfaction survey that reaches DMV customers not currently using electronic services.
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