Developing a Baseline for Customer Service in the Department of Vehicle Regulation

The Department of Vehicle Regulation (DVR) interacts with many people every day and provides a wide array of services to Kentucky, other states, agencies, companies, and individuals. DVR administers both the driver’s licensing and motor vehicle licensing programs for Kentucky, as well as state and federal regulations related to commercial vehicles. DVR staff work with a wide range of customers, including the Circuit Court Clerks, Kentucky State Police, state district and circuit courts, the general public, the motor carrier industry, and many governmental agencies to provide these services. Currently there is no data driven mechanism in place to measure and track changes in the DVR’s level of service. The objectives of this research are to: 1) Identify a baseline for the level of service being provided to customers by DVR, and 2) Develop guidelines to implement a similar customer satisfaction survey and identify a corresponding baseline for the entire agency.

Language

• English

Project

• Status: Completed
• Funding: $298000
• Contract Numbers:

  SPR 17-535

• Sponsor Organizations:

  Kentucky Transportation Cabinet

  200 Mero Street
  Frankfort, KY  United States  40622
• Managing Organizations:

  Kentucky Transportation Cabinet

  200 Mero Street
  Frankfort, KY  United States  40622
• Performing Organizations:

  University of Kentucky, Lexington

  Kentucky Transportation Center
  College of Engineering, 176 Raymond Building
  Lexington, KY  United States  40506-0281
• Principal Investigators:

  Walton, Jennifer

• Start Date: 20160501
• Expected Completion Date: 20190630
• Actual Completion Date: 0
• USDOT Program: Transportation, Planning, Research, and Development

Subject/Index Terms

• TRT Terms: Customer satisfaction; Customer service; Driver licensing; Guidelines; Level of service; Surveys
• Geographic Terms: Kentucky
• Subject Areas: Administration and Management; Highways; Operations and Traffic Management; Safety and Human Factors;

Filing Info

• Accession Number: 01675605
• Record Type: Research project
• Source Agency: University of Kentucky, Lexington
• Contract Numbers: SPR 17-535
• Files: RIP, STATEDOT
• Created Date: Jul 20 2018 11:06AM