At DMV, the entrepreneurial spirit is a critical element of the department's Strategic Business Plan. Information technology is vital in today's business world. At DMV, emphasis is placed on information technology as a mechanism for customer service enhancements and cost reduction. Quality principles, tools, and techniques provide employees with the necessary framework for meeting and exceeding customer expectations by doing the right things right the first time. Executive leadership is vital for initiating and sustaining quality progress.
Customer feedback is obtained by use of surveys, interviews, and focus groups.
For TQM projects, customer surveys and interviews are standard protocol for obtaining customer feedback. For assessing overall DMV performance, independent consultant surveys and DMV's Customer Survey Program are the primary methods used to monitor departmental performance. All methods of service delivery are evaluated, including field office visits, telephone service, and mail service. Response or cycle time is a key measure of operational performance. In the field offices, customer wait times are recorded for all driver's license and vehicle registration waiting lines.