Achievement Award Program

DMV online chat

  • Achievement Award Program

    DMV online chat

    The Jefferson County Clerk and Recorder’s office takes pride in delivering exceptional customer service. For the county’s Motor Vehicle division (DMV), that means processing transactions efficiently, minimizing wait times, and ensuring that customers are able to access the information they need as easily as possible. The Jeffco DMV must balance the need to serve roughly 500,000 constituents with ever-tightening budget constraints. There are five office locations and about 70 full-time employees. Like other DMV systems, a call center is open during business hours to assist customers. But—also as with other DMVs—wait times for the call center can be long, especially on Mondays and near the end of the month. And customers frequently come to an office in person, just to ask a question, or hoping to be served but without the right paperwork. To improve customer experiences in a meaningful yet affordable way, the Jeffco DMV worked with county IT partners to research and implement an online chat feature in late 2019. As a result, DMV employees can assist customers in real time via the website. Not only is staffing the online chat more cost-effective than a call center or in-person service counter, but customers also prefer it—particularly during a pandemic. In 2020, the first year our chat was fully operational, we served more customers via chat than we did over the phone. County Jefferson County, Colo. Featured Resources Announcing 2022 Achievement Award Winners Achievement Award Category Information Technology
    DMV online chat
    May 1, 2022
    May 1, 2022, 12:00 am
2022 NACo Achievement Award Winner
DMV online chat
Jefferson County, Colo.

About the Program

CATEGORY: Information Technology
YEAR: 2022
The Jefferson County Clerk and Recorder’s office takes pride in delivering exceptional customer service. For the county’s Motor Vehicle division (DMV), that means processing transactions efficiently, minimizing wait times, and ensuring that customers are able to access the information they need as easily as possible. The Jeffco DMV must balance the need to serve roughly 500,000 constituents with ever-tightening budget constraints. There are five office locations and about 70 full-time employees. Like other DMV systems, a call center is open during business hours to assist customers. But—also as with other DMVs—wait times for the call center can be long, especially on Mondays and near the end of the month. And customers frequently come to an office in person, just to ask a question, or hoping to be served but without the right paperwork. To improve customer experiences in a meaningful yet affordable way, the Jeffco DMV worked with county IT partners to research and implement an online chat feature in late 2019. As a result, DMV employees can assist customers in real time via the website. Not only is staffing the online chat more cost-effective than a call center or in-person service counter, but customers also prefer it—particularly during a pandemic. In 2020, the first year our chat was fully operational, we served more customers via chat than we did over the phone.
The Jefferson County Clerk and Recorder’s office takes pride in delivering exceptional customer service. For the county’s Motor Vehicle division (DMV), that means processing transactions efficiently, minimizing wait times, and ensuring that customers are able to access the information they need as easily as possible. The Jeffco DMV must balance the need to serve roughly 500,000 constituents with ever-tightening budget constraints. There are five office locations and about 70 full-time employees. Like other DMV systems, a call center is open during business hours to assist customers. But—also as with other DMVs—wait times for the call center can be long, especially on Mondays and near the end of the month. And customers frequently come to an office in person, just to ask a question, or hoping to be served but without the right paperwork. To improve customer experiences in a meaningful yet affordable way, the Jeffco DMV worked with county IT partners to research and implement an online chat feature in late 2019. As a result, DMV employees can assist customers in real time via the website. Not only is staffing the online chat more cost-effective than a call center or in-person service counter, but customers also prefer it—particularly during a pandemic. In 2020, the first year our chat was fully operational, we served more customers via chat than we did over the phone. County Jefferson County, Colo. Featured Resources Announcing 2022 Achievement Award Winners Achievement Award Category Information Technology
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    County Tech Xchange

    The NACo County Tech Xchange is an online portal designed to connect county CIOs, IT Directors, CISOs, and other county IT leadership. This portal provides valuable resources in a central location which counties can use to improve their overall technology infrastructure.
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    Telecommunications & Technology Steering Committee

    All matters pertaining to telecommunications and technology policy, including, but not limited to, the county role as a telecommunications regulator, service provider, and consumer, cable services technology and implementation, information technology development and implementation, information technology innovation, e-governance, and geo-spatial data collection and utilization.
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    <p>All matters pertaining to telecommunications and technology policy, including, but not limited to, the county role as a telecommunications regulator, service provider, and consumer, cable services technology and implementation, info

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