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Technical Memorandum Technical Memorandum To: Bridget Barksdale From: CTR RS/Study team: Michael Murphy, Zhe Han, Darren Hazlett, Lisa Loftus- Otway, Sherri Greenberg, Randy Machemehl, John Guttman, Matt Kammer- Kerwick, Kara Takasaki, Carolina Baumanis, Meredith Brown, Michelle Surka, Susanna Gallun, Taehoon Lim, Srijith Balakrishnan, Shidong Pan Subject: DPS-CTR IAC Contract – Technical Assistance to TxDPS Driver License Division, Technical Memorandum 3: Fact-finding through Expert Working Group, Workshops, Interviews, and Surveys Date: July 12, 2020 Table of Contents Executive Summary ................................................................................................ 1 Chapter 1. Customer Focus Group Meetings, Breakout Sessions, and Interviews ............................................................................................................ 2 1.1. Customer Focus Group Meetings ................................................................ 2 1.1.1. Objective of the Customer Focus Group Meetings ............................... 2 1.1.2. Design of the Customer Focus Group Meetings ................................... 2 1.1.3. Procedure of the Customer Focus Group Meetings .............................. 4 1.1.4. Summary and Findings of the Customer Focus Group Meetings ......... 6 1.1.5. Consensus of the Customer Focus Group Meetings ............................. 9 1.1.6. Disagreements of the Customer Focus Group Meetings .................... 12 1.2. Breakout Sessions with DPS, DMV, and County Offices through WebEx .............................................................................................................. 13 1.2.1. Breakout Session on DLD Management, Operations, and Performance Measures .................................................................................. 14 1.2.2. Breakout Session on REAL ID Compliance and Security .................. 15 1.2.3. Breakout Session on Customer Service .............................................. 17 1.2.4. Breakout Session on General IT Issues............................................... 21 1.2.5. Breakout Session on Call Center ........................................................ 25 1.3. Interviews Conducted ................................................................................ 29 1.3.1. Interview with DPS Commissioners and DMV Board Members ....... 29 1.3.2. Interview with DPS Executive Management ...................................... 34 1.3.3. Interview with Secretary of State Senior Staffers ............................... 36 1.4. Chapter Conclusion .................................................................................... 38 Chapter 2. Database Analyses............................................................................... 39 2.1. NEMO-Q Database Analysis ..................................................................... 39 2.2. DLD High-Value Dataset .......................................................................... 45 2.3. DMV/County Offices VTR Transactions .................................................. 46 2.4. Chapter Conclusion .................................................................................... 48 Chapter 3. Survey Analyses and DLD Customer Service Enhancements ............ 49 3.1. Customer Survey on DLD Experiences ..................................................... 49 3.1.1. Survey Design ..................................................................................... 49 3.1.2. Survey Distribution ............................................................................. 51 3.1.3. Survey Analyses and Results .............................................................. 90 ii 3.1.4. Survey Conclusions .......................................................................... 109 3.2. DLD Customer Service Enhancements ................................................... 111 3.3. CTAC Survey on Three DLD Location Options ..................................... 114 3.4. CTAC Survey on VTR Transactions ....................................................... 116 3.5. Chapter Conclusion .................................................................................. 118 Chapter 4. Conclusion and Key Findings ........................................................... 119 References ........................................................................................................... 120 Appendix A. Focus Group Participant Demographics with Anonymity ............ 122 Appendix B. Satisfaction Group Exercise Sheet ................................................ 124 Appendix C. Focus Group Discussion Guide ..................................................... 126 Appendix D. List of Attendees and Questions for the Breakout Session on DLD Management, Operations, and Performance Measures .......................... 133 Appendix E. List of Attendees and Questions for the Breakout Session on REAL ID Compliance and Security ................................................................ 135 Appendix F. List of Attendees and Questions for the Breakout Session on Customer Service ............................................................................................ 139 Appendix G. List of Attendees and Questions for the Breakout Session on General IT Issue .............................................................................................. 145 Appendix H. List of Attendees and Questions for the Breakout Session on Call Center ....................................................................................................... 152 Appendix I. Customer Survey............................................................................. 155 Appendix J. County Tax Assessor-Collector Survey on DLD Three Options ............................................................................................................ 194 Appendix K. County Tax Assessor-Collector Survey on VTR Transactions ..... 198 iii List of Tables Table 2.1 Comparison Results of Completed Transactions .................................. 40 Table 2.2 Comparison Results of Incomplete Transactions ................................. 41 Table 2.3 Comparison Results of Total Transactions ........................................... 42 Table 3.1 List of the Top 50 Texas Counties by Population and the Number of Surveys Received ......................................................................... 71 Table 3.2 List of the Top 50 Texas Cities and Towns by Population and Number of Surveys Received ......................................................................... 72 Table 3.3 Race and Ethnicity by Texas Population Percentage Compared to Number of Surveys Percentage................................................................... 74 Table 3.4 Annual Household Income Categories and Number of Survey Respondents .................................................................................................... 78 Table 3.5 Household Income Data—Number of Surveys and Number of Households* .................................................................................................... 79 Table 3.6 Actions Taken by DLD to Improve Customer Service....................... 113 Table A.1 Focus Group Participant Demographics with Anonymous ............... 122 List of Figures Figure 1.1 Flyer for the Customer Focus Group Recruitment ................................ 3 Figure 1.2 Facebook Post for the Customer Focus Group Recruitment ................. 4 Figure 1.3 Example of Starting Point for Satisfaction with DLD Services Group Wall Exercise ......................................................................................... 5 Figure 1.4 Synthesized Ending Point after Satisfaction and Importance of DLD Services Group Wall Exercise ................................................................. 6 Figure 3.1 Percentages of Surveys vs. Female and Male Wait Time Ratings ............................................................................................................ 53 Figure 3.2 Male Wait Time Ratings for Different Race and Ethnic Groups ........ 53 Figure 3.3 Female Wait Time Ratings for Different Race and Ethnic Groups ............................................................................................................. 54 Figure 3.4 Male Wait Time Ratings - Did Not Stand Outside the DLO Building and Did Not Lose Pay or Vacation Time while Waiting ................. 55 Figure 3.5 Female Wait Time Rating - Did Not Stand Outside the DLO Building and Did Not Lose Pay or Vacation Time while Waiting ................. 55 Figure 3.6 Male Wait Time Ratings - Did Not Stand Outside the DLO Building but Lost Pay while Waiting.............................................................. 56 iv Figure 3.7 Female Wait Time Ratings - Did Not Stand Outside the DLO Building but Lost Pay while Waiting.............................................................. 56 Figure 3.8 Male Wait Time Ratings - Did Not Stand Outside the DLO Building but Used Vacation Time while Waiting ........................................... 56 Figure 3.9 Female Wait Time Ratings - Did Not Stand Outside the DLO Building but Used Vacation Time while Waiting ........................................... 57 Figure 3.10 Male Wait Time Ratings – Did Not Lose Pay or Vacation Time, but Did Stand Outside the DLO Building while Waiting..................... 57 Figure 3.11 Female Wait Time Ratings – Did Not Lose Pay or Vacation Time, but Did Stand Outside the DLO Building while Waiting..................... 57 Figure 3.12 Male Wait Time Ratings
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