Posted on December 15, 2010 by cadmv
As of October 1, 2010, the DMV began issuing a new enhanced driver license (DL) and identification card (ID) with additional security features. These new features include: vertical layout for persons under 21; the cardholder’s date of birth and signatures that can be felt by touch; images that can be seen only with the use of ultraviolet lights; a 2D bar code on the back of the card that replicates and verifies information on the front of the card; and a laser perforation outline of the California Brown Bear, which can be seen from the front of the card when a flashlight is pressed against the back of the card.
Because of the extensive nature of these new security improvements, issuance of new or renewed driver licenses are taking approximately four to six weeks at this time to receive the new card. In order to prevent any counterfeit measures, we at DMV want to ensure all new DL/ID cards meet DMV security feature requirements. Fortunately, law enforcement has access to driver license records and is aware of the issuance backlog. In addition, they will honor the updated expiration date found on DMV records if a payment for renewal was received. Some entities, such as banks or airports, do not have access to these records and this can cause some inconvenience to our customers. In order to mitigate these issues, DMV can provide a temporary driver license which will be valid for 60 days from date of issuance. This should be enough time for your new DL/ID card to arrive in the mail.
If your current Driver License and/or Identification Card is expired or is about to expire, you may request a temporary license to be mailed to you by calling 1-800-777-0133 or visit a local DMV field office to receive a temporary license in person. If you have any questions, please tweet us at @CA_DMV or for additional information about the new driver license, check out the new driver license brochure.
Filed under: Uncategorized | Tagged: Driver License, Twitter | 2 Comments »
Posted on October 7, 2010 by cadmv
As we reach the midway point of our pilot program, the social media team has learned a great deal from our experiences in the social media realm. Three months into our six month program, our account shows a substantial increase in customer interaction within the Twitter community, as more users are realizing that they can use the CA_DMV account as another channel for DMV customer service. During the first month of the project, CA_DMV received an average of 11 direct mentions per week, mostly pertaining to complaints and comments on recent DMV experiences. During the second month, we received an average of 23 direct mentions per week where customers began to respond to our tweets with specific inquiries related to their own personal DMV issues. We have been able to assist customers with driver license and registration transactions by providing status updates and direct links to website resources. This interaction between customer and DMV spread through the Twitter community, as users began to retweet our responses, informing other followers that CA_DMV could be used as a means to obtain information without calling the toll free telephone number or visiting a DMV field office. Consequently, in the third month of the project, CA_DMV received 28 direct mentions per week and we anticipate that number will increase as our following grows.
We are learning that increased engagement with twitter users also causes our following to grow, as users are finding increased value from the tweets we send and the responses we provide. For example, the tweets below show how following DMV has provided additional benefit to customers:
Because of these and many other tweets, our Twitter following is gradually growing. Currently we have 1,907 total Twitter followers which is an 18% increase since the start of the project.
We also realize that it is important to reply to general mentions, which led to an increased following. Most of these mentions occur between 8 A.M. and 12 P.M. and pertain to their DMV experience after a field office visit or DMV phone call. Their concerns mainly deal with driver license and registration questions. We constantly monitor DMV mentions in several search inquiries to ensure that we are able to “listen” for questions or comments and provide guidance to those who are mistaken or uninformed. One prime example is the tweet below which led to the user to become a follower shortly after resolving their issue:
We at DMV hope this snowball effect of growth and interaction will continue to occur as we try to provide more informative and beneficial content to our Twitter community. We will continue to do our best to provide assistance through our social media channels and, at the same time, continue to learn from our experiences to improve the way we use social media. We believe that with any endeavor, changes can occur, thus we want to not only learn from our mistakes, but also adapt and evolve for the modern customer. We at DMV are always open to comments and suggestions; hence, if there is anything you would like to add to this blog or any of our social media accounts, please send us a message or comment on our blog.
Filed under: Uncategorized | Tagged: Customer Service, Program, statistics, Twitter | 3 Comments »