DELAWARE DMV HISTORY (2010-2014) - A Comprehensive Call Center Solution Overview

Sep 20, 2026

Uploaded by Tawan

Delaware DMV History (2010-2014) details operational pressure created by high customer volumes, phone call volume, and limited staffing across four statewide locations. It outlines leadership’s challenges, including strict lobby and phone response time targets and the lack of dedicated phone-answer staff, then explains how employee feedback led to a trial internal call center. The initiative expands via a vendor-supported toll and DMV call center, cross-training, and live chat, resulting in substantial call handling, accurate transfers, strong approval ratings, and no additional out-of-pocket cost.

LanguageEnglish

CategoryResearch & Report

FormatPDF

Pages11

Reading Time28 min

AccessFree to download

Delaware DMV challenge and operating metrics

Service targets and staffing constraints

Internal call center experiment and employee input

Key challenges identified by staff

Vendor RFP and call center buildout

Training plan and cross-training approach

Live chat expansion

Call center routing for web chats

Results and customer impact

DELAWARE DMV HISTORY (2010-2014) • FOUR LOCATIONS STATEWIDE • APPROXIMATELY 350 TOTAL DMV EMPLOYEES • AVERAGE NUMBER OF CUSTOMERS SERVED YEARLY– 1,415,281 • AVERAGE NUMBER OF PHONE CALLS YEARLY– 247,689 • AVERAGE TOTAL OF CUSTOMERS & CALLS YEARLY– 1,662,970 • DELAWARE’S POPULATION IN 2014– 932,766 HERE IS THE CHALLENGE SHOULD YOU CHOOSE TO ACCEPT IT. • SERVICE EVERY CUSTOMER WAITING IN OUR LOBBIES AND ON THE PHONES IN AVERY TIMELY MANNER. • CHALLENGE \#1 – CANNOT HIRE MORE STAFF. INFACT, WE NEED TO CUT STAFF • CHALLENGE \#2– CUSTOMERS IN LOBBY ARE TOBE PROCESSED IN 20 MINUTES OR LESS • CHALLENGE \#3– CUSTOMERS ON THE PHONE SHOULD NOT HOLD MORE THAN 2 MINUTES BEFORE BEING HELPED • CHALLENGE \#4– DO NOT HAVE DESIGNATED STAFF TO ANSWER PHONES TO YOUR CUSTOMERS, THEIR PERCEPTION IS REALITY • CUSTOMERS WAITING IN THE LOBBY SEE FRONTLINE STAFF ON THE PHONE AND ASSUME THEY ARE ON PERSONAL CALLS • CUSTOMERS ON THE PHONE ASSUME THAT THEY ARE ON HOLD BECAUSE STAFF ARE ON BREAK OR GOOFING OFF. EMPLOYEES ARE FEELING FRUSTRATED • TRYING TO MAINTAIN THE 20 MINUTE GOAL FOR CUSTOMERS IN THE LOBBY • TRYING TO ANSWERPHONE CALLS • NO ADDITIONAL STAFF TO HELP • MORALE WAS LOW HOW DO WE FIX THE ISSUE? • TALKED WITH EMPLOYEES • WHAT IS THEIR BIGGEST ISSUE? • LISTENED TO THEIR SUGGESTIONS & IDEAS • TRIAL“INTERNAL”CALL CENTER • TOO MANY CALLS • NOT ENOUGH STAFF • THINK OUTSIDE OF THE BOX UTILIZE THE TOOLS YOU HAVE AVAILABLE • IN 2013, WE WERE WORKING ON THE RFP FOR TOLLS SERVICES ASTHE CURRENT CONTRACT WAS EXPIRING • VENDOR FOR TOLL SERVICES WOULD HAVE AN ESTABLISHED CALL CENTER • ADD INTOTHERFP THAT THE VENDOR MUST ALSO PROVIDE A CALL CENTER FORDMV CALLS • TEAM OF US WORKED FEVERISHLY TO COVER EVERY ASPECT OF THIS GROUNDBREAKING IDEA INTOTHERFP FIRST EVER TOLLS & DMV CALL CENTER WAS CREATED • TRANSCORE WAS AWARDED THE CONTRACT THAT BEGAN MARCH 2014 • DELAWARE DMVAND TRANSCORE WORKED TOGETHER TO DEVELOP A PLANTO TRAIN EMPLOYEES TO ANSWER DMV CALLS • TRANSCORE HIRED 17 EMPLOYEES FORTHEDMV CALL CENTER • CROSS-TRAINED TOLL & DMVCSC EMPLOYEES TO COVER HEAVY VOLUME TIMES • DMV CALL CENTER WOULD ANSWER ALL CALLS AND RESPOND TO FIRST LEVEL CALLS • ANYCALL THAT REQUIRED PERSONAL INFORMATION LOOK UP WOULD BE TRANSFERRED TO THE APPROPRIATE DEPARTMENT ATTHE DMV BUT WAIT…THERE’S MORE! • IN ADDITION TO ADDING THE CALL CENTER FORDMV, WE ALSO ADDED ALIVE CHAT FEATURE ON THE DMVWEBSITE: DMV. DE.GOV • THE LIVE CHAT IS ONLINE DURING DMV BUSINESS HOURS • THE CHATS GOTO THE DMV CALL CENTER THE RESULTS ARE IN! • APPROXIMATELY 50% OF ALL DMV CALLS ARE BEING HANDLED BY THE DMV CALL CENTER • THE CALLS THAT ARE TRANSFERRED ARE BEING SENT TO THE CORRECT DEPARTMENT FOR CUSTOMER ASSISTANCE • AVERAGING 13,600 WEB CHATS EACH YEAR • ALLOWS DMV FRONTLINE STAFF MORE TIME TO ASSIST CUSTOMERS IN THE LOBBY • ALLOWS VENDOR TO LEARN DMV BUSINESS AND MAKES THEM MARKETABLE TO OTHER STATES TO OFFER THIS SERVICE • DE DMVHASA 99% EXCELLENT/GOOD APPROVAL RATING • BEST OF ALL…NO ADDITIONAL OUT OF POCKET COST FORDMV CALL CENTER! • .

FAQs

What were the main service challenges Delaware DMV faced from 2010 to 2014?

The document highlights heavy yearly customer and phone call volumes alongside limited staff, with specific constraints like processing lobby customers within 20 minutes and answering phone calls within 2 minutes.

How was the call center solution developed and implemented?

Leadership talked with employees to identify biggest issues, gathered suggestions, ran an internal call center trial, and then used an RFP process for toll services that required a DMV call center.

What results did the call center and live chat achieve?

About 50% of DMV calls were handled by the call center, transferred calls reached the correct department, web chats averaged 13,600 per year, frontline staff gained more lobby time, and approval ratings reached about 99% with no additional out-of-pocket cost.

Sep 20, 2026

Uploaded by Tawan