Licensing Center Pandemic Redesign

About the Program

Category: County Administration and Management (Best in Category)

Year: 2021

Hennepin County’s Service Centers (responsible for driver’s licenses/ID, motor vehicle registration, and birth, death, and marriage records) reinvented themselves in 2020 in the face of monumental challenges and created new pathways for customer service. They restructured their business, implemented safety policy and procedures, reconfigured their space, created online services, established phone and chat support, provided creative pickup options, and did adaptive strategic planning in the face of complex and changing circumstances. Their efforts have resulted in ongoing services during the pandemic that keep customers and staff safe- and have set the stage for enhanced services for years to come.