The State of Ohio Bureau of Motor Vehicles Receives 1st Place 2003 Process Innovation Award
CHANTILLY, Va.--Jan. 7, 2004--| Fairfax Imaging's Quick Modules Remittance Solution Delivers Award Winning Customer Service Improvements for the Ohio BMV |
Fairfax Imaging is proud to announce that the State of Ohio Bureau of Motor Vehicles (BMV) has received a 1st Place Kinetic Information Process Innovation Award for 2003. The Ohio BMV was recognized for their innovative and 'trend bucking' implementation that brought outsourced vehicle registration processes back in-house. Using Fairfax's Quick Modules(TM) Remittance Processing solution the Ohio BMV is able to deliver demonstrable improvements in customer service, while achieving proven cost savings.
Judged by a panel of independent industry analysts, the 8th Annual Process Innovation Awards were co-sponsored by IMERGE Consulting, and were presented to six companies that implemented applications returning significant business benefit. Kinetic Information also presented four Second Place awards and two 'Vision' awards (received last year by Fairfax client Precision Images, a division of ServiceSource).
The Ohio BMV is achieving annual savings on operating expenses of $500,000-$700,000, which ultimately translates into significant savings for the Ohioan taxpayer, but it is the improvements in customer service that make this application an award winner. The new in-house system has resulted in speedier turn-around times, increased customer satisfaction, and led to improved staff morale, as staff now have greater control over the registration process and are able to more quickly and accurately address customer queries.
"They say silence is golden," said Jamie Bryan, Administrator of Support Services at Ohio's BMV, "and our department is now able to fully appreciate the truth of that statement. Phones, especially during February-March when many leased vehicles require registration renewals, were always ringing with inquiries, and occasionally abusive complaints, about renewal status. Now we have far fewer calls as vehicle owners are receiving the renewals promptly, they are processed more accurately, and the staff are now able to quickly call up all the necessary information to respond to the few calls we do get. In our case silence is golden, as it translates into reduced phone costs for call-backs, greater productivity and improved staff morale - all of which directly impact on our budget by reducing costs."
"The Ohio Bureau of Motor Vehicles understands well that improving customer service first requires acknowledging how customers wish to conduct their transactions, and then changing the business process to accommodate that behavior," said Steve Weissman, president of Kinetic Information. "This practical perspective was fundamental to the success of the Agency's winning solution."
"Improving customer service as well as reducing cost do not always go hand-in-hand," said Jim Everett, Fairfax Imaging's Vice President, Sales and Marketing, "so we at Fairfax Imaging are especially proud that the Ohio BMV has received this recognition for the improvements provided by our Quick Modules Remittance Solution. So many organizations are now jumping on the outsourcing bandwagon that it is in danger of becoming a fad, rather than an informed business decision. Our customers have found that Fairfax can improve in-house systems at a cost that makes outsourcing uneconomical. For others it is clearly the right decision but, as the Ohio BMV has demonstrated, on occasion it pays to re-visit and re-evaluate the outsourcing decision."
The Ohio Bureau of Motor Vehicles deals with all aspects of driving, operating and licensing vehicles in the State of Ohio. The Bureau is committed to serving the needs of the citizens of Ohio in the most efficient and cost effective manner, employing technological solutions where appropriate. More details on the services they offer, fee structure and recent news can be viewed at: www.ohiobmv.com
Kinetic Information LLC (www.kineticinfo.com), based in Waltham, Massachusetts, performs strategic business consulting for buyers and sellers of information technology. Focused on technology's ability to solve business problems, the firm has presented the Process Innovation Awards since 1997.
Fairfax Imaging, based in Chantilly, Virginia, is a leader in turn-key image-based products and solutions for the data capture, forms processing, document imaging, and check/remittance processing industries. More information on their Quick Modules(TM) forms processing solutions can be found on their website at www.fairfaximaging.com or by calling 703-802-1220.