How we delivered driver and vehicle services in 2013/14

How we delivered driver and vehicle services in 2013/14:

510,000 customers assisted at our nine regional one-stop shops;

13,281 customers assisted in remote WA;

1.7 million calls taken at our Customer Contact Centre with an 87 per cent answer rate;

3.7 million online transactions conducted;

149,833 vehicle examinations conducted; and

129,964 practical driving assessments conducted.

Following are some of the key initiatives and services delivered by DoT in 2013/14 to achieve the desired outcome of vehicles and road users that meet established vehicle standards, and driver competencies that provide for safe vehicles and safe drivers in Western Australia.

Increasing customer convenience and choice through DoTDirect

In July 2013, DoT launched a new website and DoTDirect suite of online tools to put customers in the driver’s seat when managing their licensing. The improved design and functionality of the website makes it easier for customers to instantly access the information they need and provides 24/7 secure access to a range of popular personal licensing transactions.
The mobile device-friendly DoTDirect service was enhanced in May 2014 with the establishment of individual log-in accounts. These accounts enable customers to manage information and payments relating to their personal vehicle and driver’s licences in one place.
DoT customers have embraced this additional service delivery channel as a convenient alternative to completing licensing transactions in person or over the phone. This uptake is reflected by improvements in online participation during 2013/14, including:

online payments (BPay and credit card) increasing by 7.7 per cent;

vehicle and driver’s licence status enquiries increasing by 35 per cent and 46 per cent respectively;

online demerit point enquiries increasing by 26.2 per cent;

change of address notifications increasing by 18.6 per cent; and

temporary vehicle movement permits increasing by 6.5 per cent.

These increases in online transactions correlated with a reduction in call volumes to the Customer Contact Centre, which freed up telephone consultants to assist customers with more complex transactions. The online booking system for PDAs delivered the most significant benefit to Customer Contact Centre efficiencies, with more than two million online searches and 60,000 bookings by customers in 2013/14 corresponding with almost 100,000 fewer calls to the centre.
DoT plans to build on the success of DoTDirect in 2014/15 by enabling customers to complete vehicle transfers online from October 2014. With more than 700,000 vehicle transactions performed in person or by phone each year, online vehicle transfers are expected to further improve customer convenience and choice.
In addition, DoT will progress plans to make DoTDirect accounts available to organisations
and vehicle dealers.

Expanding driver and vehicle services with new Cannington centre

In October 2013, DoT opened a new DVS Centre at Cannington to accommodate demand in the growing southern suburbs. The Cannington DVS Centre replaced the ageing Welshpool facility for counter services and PDAs, and offered customers a new standard in service through ample parking, more counters and a dedicated driver assessment reception. Also – in a first for DoT customers – the Cannington DVS Centre offers free Wi-Fi internet access to allow customers to use mobile devices for licensing transactions.
The success of the Cannington DVS Centre service standard improvements will be replicated at the new Mirrabooka DVS Centre. This north-eastern suburbs centre, which will replace the current Morley site, is in the fit-out phase and is expected to open in September 2014. It will feature free Wi-Fi access, a more spacious customer service area, better vehicle access and more parking. It is also conveniently located close to public transport.

Improving customer service consistency with the Knowledge Management System

DVS staff provided advice to more than 3.3 million customers in 2013/14. With expected increases in customer numbers and the complexity of transactions, the ongoing challenge for DoT is ensuring customers receive timely, accurate information every time they pick up the phone or walk into any of the 18 DVS centres and regional one-stop shops throughout WA.
In 2013/14, DoT worked to overcome this challenge by developing an online Knowledge Management System (KMS) – a central repository of licensing information, legislation and business rules that DoT staff can access anywhere, anytime.
The user-friendly system has the ability to scrutinise the accuracy and source of all information, as well as assign an owner and review schedule to ensure information remains up-to-date.
Since its release in February 2014, the KMS has delivered a range of benefits to both DoT staff and customers.
With faster access to accurate information, DoT staff are more confident in providing the right advice, first time, every time – reducing the average transaction time. The consistency of this advice has also been improved because all DoT staff now have access to the same information, regardless of their location.
As well as improving a customer’s overall experience, the KMS has provided DoT with valuable audit and training information. The transparency of the system enables DoT to identify and mitigate risks associated with non-compliant business practices and highlights any knowledge gaps to be addressed.

Upskilling staff through a new e-learning toolkit

As well as ensuring DVS staff have the information they need at their fingertips through the KMS, DoT introduced an e-learning toolkit to ensure staff technical and customer service skills are up-to-date all year round.
The e-learning toolkit provides DoT and service partner provider staff throughout WA with convenient access to five interactive online training courses. With more than 1,000 participants to date, the e-learning toolkit has not only empowered staff to deliver excellent customer service, but saved time and money for everyone involved.
Before the toolkit was launched in August 2013, DoT staff regularly travelled to regional and remote areas of WA to deliver face-to-face training. Conversely, training participants were also required to travel to Perth at times. Both of these options were costly in terms of time and money.
In the past it was difficult for customer service staff to participate in group training sessions without reducing service levels. The need to constantly maintain service levels in line with customer demand meant that the very staff who needed to regularly refresh and refine their customer service skills were not receiving the formal training they required.
Through e-learning, staff members can now access practical training materials whenever and wherever they need. This, together with existing on-the-job and face-to-face training, will continue to provide the skills and expertise staff need to assist customers.

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