Most Californians have had contact with the department at one of the 172 field offices or eight telephone service centers. Providing quality service has been an ongoing commitment of the department. Given current fiscal climate and the increasing demand for service, governmental agencies are faced with the difficult task of doing more with less. 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.