P.O. Box 160
Contact: Mike Horan
RELEASE: November 5, 2007
MVC Receives Six Awards for Customer Service and PR Efforts
“These AAMVA awards are a testament to the vast number of improvements that the MVC has made over the last several years,” said Harrington. “It is a great privilege to receive recognition for our efforts to effectively and efficiently serve the public. Our employees have demonstrated a strong commitment to providing excellence in motor vehicle services.”
Speaking at a recent MVC managers’ meeting, Harrington announced the six CSE and PACE awards, which included:
Customer Service Excellence – Region I (Individual) – Sandy Grossman, Principal Public Information Assistant. Providing a high level of service to both internal and external customers, Grossman, a member of the MVC’s Communications team, is involved in a number of essential projects and programs. Among her many duties, Grossman coordinates the monthly appearance of the MVC’s Chief Administrator on NJ101.5 FM’s “Ask the MVC” show and coordinates follow-up with callers. She also provides invaluable assistance with media research, the MVC Speaker’s Bureau, managers’ meetings, and other public information-related inquiries.
Customer Service Excellence – Region I (Team) – School Bus Inspection & Investigation Unit. The MVC’s 63-person School Bus Inspection Unit ensures the safety of New Jersey’s school children. The unit performs more than 77,000 safety and emission tests each year at over 1,300 terminals statewide. The unit assisted in the development of the Bus Inspection System, which provides each mobile inspection team with the ability to share real-time inspection information with MVC computer systems. The information is made available to the public via a special section of the MVC’s Web site (www.njmvc.gov). This allows parents and guardians to have instant vehicle history information of the school bus that transports their child each day. The information is also available to private schools and boards of education looking to procure transportation services for their districts.
Customer Service Excellence – International (Individual) – Judith Isackson, Public Assistant, Chief of Office Services. With the MVC’s Mail Processing Operations Center (MPOC) generating approximately 17 million pieces of mail annually, Isackson, a 29-year employee of the MVC, advocated for a major overhaul of the MVC’s mail processing system. Through a Mail Modernization Project, the MVC went from the dark ages to a more efficient, upgraded mail system that clearly meets the needs of the MVC and its customers. Isackson coordinated the installation of three new inserting machines that have taken the Mail Processing Operations Center from 2,500 pieces per hour to 5,000 pieces per hour. She also managed the installation of a new mail sorting system, which increased MPOC production by approximately 50 percent, while decreasing yearly spending by 12 percent. In the first year alone, the MVC realized an estimated savings of nearly $565,000, while processing 7.7 million pieces of mail.
Customer Service Excellence – International (Agency) – New Jersey Motor Vehicle Commission. In 2006, the MVC experienced a “volume spike” in license renewals when the average monthly volume of scheduled license renewals rose by more than 150 percent per month. This challenge was exacerbated by two major changes in the process: drivers had to renew in person at an MVC agency, and New Jersey had implemented new 6 Point ID Verification procedures. The award recognizes the MVC’s strategy to maintain high levels of customer service, while addressing the challenges presented by the volume spike.
PACE Award – Region I – Web Site – With an average of more than 500,000 hits per month, www.njmvc.gov has become one of the most accessed Web sites in state government. In 2006, the Web site underwent a major overhaul that was designed to improve functionality, enhance online services, and provide expanded motor vehicle information. Popular highlights of the site include the 6 Point ID selector and online services, such as vehicle registration renewal.
PACE Award – Region I – Printed Publication – The MVC’s Safe Driving: A Parent’s Guide to Teaching Teens has been an important tool in getting parents more involved with teen driving. Partnering with the New Jersey Division of Highway Traffic Safety, the MVC unveiled the publication in late 2006 with the hope of stressing the need for parents to play an active role in their child’s early stages of driving. The guide serves as a supplement to the New Jersey Driver Manual and provides information on the Graduated Driver License (GDL) and other essential topics, tips on how to share information with teens, and checklists to monitor a teen’s progress.
The AMMVA awards are proof of the success the MVC has accomplished since replacing the Department of Motor Vehicles in 2003. In only four years, the MVC can point to improved customer service, enhanced security and advanced technology as ways it’s becoming a more exemplary organization and better serving the motoring public of New Jersey.In order to maintain the progress already established, while also planning for the future, the MVC, in September, released MVC Forward: Strategies for Excellence, a report that includes over 30 recommendations for the future of the MVC. The report identifies projects and issues to be addressed to enable the MVC to become a more sustainable organization and continue to effectively meet the needs of New Jersey’s motorists. A product of the MVC’s five statutorily-created advisory councils, along with an ad-hoc financial committee, MVC Forward details further ways in which the MVC can improve as it dedicates itself to being the model for excellence in motor vehicle services.