For most of us around the US, the Department of Motor Vehicles is a dreaded place, bringing with it a reputation of long lines, mountains of paperwork, and drawn-out processes. As customers, we loathe the trip to the DMV and though while standing in line, we may not give it much thought – the reality is, poor data quality is a common culprit of some of these DMV woes. While it may seem unlikely that an organization as large and bureaucratic as the DMV can right the ship, today, DMV’s around the country are fighting back with calculated investments in data quality.
While improving the quality of registered driver data is not a new concept, technology systems implemented 15-20 years ago have long been a barrier for DMVs to actually take corrective action. However, as more DMVs begin to modernize their IT infrastructure, data quality projects are becoming more of a reality. Over the past year, helpIT has begun work with several DMVs to implement solutions designed to cleanse driver data, eliminate duplicate records, update addresses and even improve the quality of incoming data.
From a batch perspective, setting up a solution to cleanse the existing database paves the way for DMVs to implement other types of operational efficiencies like putting the license renewal process online, offering email notification of specific deadlines and reducing the waste associated with having (and trying to work with) bad data.
In addition to cleaning up existing state databases, some DMVs are taking the initiative a step further and working with helpIT to take more proactive measures by incorporating real-time address validation into their systems. This ‘real-time data quality’ creates a firewall of sorts, facilitating the capture of accurate data by DMV representatives – while you provide it (via phone or at a window). With typedown technology embedded directly within DMV data entry forms, if there is a problem with your address, or you accidently forgot to provide them with information that affects the accuracy, like your apartment number or a street directional (North vs. South), the representatives are empowered to prompt and request clarification.
Getting your contact data to be accurate from the start means your new license is provided immediately without you having to make another visit, or call and wait on hold for 30 minutes just to resolve the problem that could have been no more than a simple typo.
Having met several DMV employees over the past year, it’s obvious that they want you to have an excellent experience. Better data quality is a great place to start. Even while DMV budgets are slashed year after year, modest investments in data quality software are yielding big results in customer experience.
If you want to learn more about improving the quality of your data, contact us at 866.332.7132 for a free demo of our comprehensive suite of data quality products.