Tuesday, August 25, 2020

Scheduling motor vehicle, recording and voter service appointments a “win-win”

 Posted on: August 25, 2020

Scheduling motor vehicle, recording and voter service appointments a “win-win”


Satisfaction up, wait times down with advance scheduling

Although COVID-19 is changing the way Arapahoe County retailers and service providers do business, it isn’t always clear how well new precautions and systems to keep customers safe are being received.

But one change to the Clerk and Recorder’s Office service model has been an undeniable success with customers and employees alike.

“Scheduling appointments online was born out of necessity, but it’s turned out to be a win-win for customers and staff,” said Deputy Chief of Motor Vehicle Selina Baschiera. “In the past, customers would block out half their day to wait for their number to be called, now they can be in and out in 10 minutes. And without last-minute walk-ins, our staff leave the office on time to get home to their families.”

To avoid crowded waiting rooms and maintain social distancing, all Arapahoe County Clerk and Recorder offices began requiring appointment scheduling upon reopening in May after the COVID-19 closures. County residents can schedule appointments to renew vehicle registration, apply for a marriage license, receive a disabled parking placard, or complete a number of other transactions. Voter services such as registering to vote, requesting a ballot or updating registration information may be scheduled in advance or conducted on a walk-in basis.

Data compiled in July from County offices in Aurora, Littleton, Centennial and Byers show an average wait time of just over six minutes for all Motor Vehicle, Recording and Elections services, despite serving 18,568 customers in that time. Average time to serve customers for all services, start to finish, was less than 10 minutes.

“Our goal is to transform our customer experience by consistently exceeding expectations,” said Deputy Chief of Recording Juan Guzman. “By listening to our customers, and implementing enhanced data collection practices, we’re changing the way we do business.”

Surveys confirm customers and employees are both happy with the change.

Employees gave the new system 2.9 out of 3 stars for effectiveness, and customers report a satisfaction rating of more than 90 percent among 2,556 customers surveyed, with 85 percent of those respondents being either “extremely satisfied” or “very satisfied.”

Survey responses were anonymous, but overwhelmingly positive.

“If you would follow the process of having the option to make an appointment after this COVID virus is over, I think the whole experience of going to the DMV would do a lot to improve customer satisfaction,” wrote one customer.

“The appointment process is great,” replied another, “much quicker and easier.”

For a complete list of all services or to schedule an appointment, visit the scheduling tool on the Clerk and Recorder’s Office website.