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New Initiatives in the DSB Including Driver Feedback

The Driver Services Bureau (DSB) in Mississippi recently rolled out a number of new driver programs. To begin with, they will improve the wait time and increase driver satisfaction. As a result, we are delighted that one of these is Opiniator. The DSB is part of the Department of Safety and has over 30 locations throughout the state. Here drivers go to get tested and renew their licenses.

Opiniator improves driver satisfaction delivering real-time feedback from driver’s that use each location. Feedback is invited on the overall experience and the performance of each examiner.

The initiatives were featured in a full press conference held in May.

Real-Time, On the Spot Driver Feedback

Opiniator improves driver satisfaction allowing on the spot, real-time driver feedback. DPS Commissioner Marshall Fisher gave a summary:

Another thing in the works is a program called Opiniator. Opiniator allows citizens to provide feedback to DSB on the services they received. The real-time driver feedback system permits the agency to reach a broader scope of customers through this technology. The driver uses their own cell phone to give feedback so it is very easy. This system will be implemented in all driver license stations. Specifically, the collected data will be shared among staff as an opportunity to quickly see where improvements are needed.

Opiniator – How Does it Work

Signage is placed throughout each of the DSB locations. The posters invite the driver to give feedback at any time, from taking their ticket to getting a drivers test. A sample is shown below. In addition, each examiner hands a card with the same message to drivers who have just taken their test. The feedback is specific to both the examiner and the location. In each case, the driver uses their own cell phone. In particular, the driver can elect to give feedback using the most convenient method for them. This includes SMS (texting), Phone call, QR Code or the web.

DMV Driver Feedback Poster

 

The feedback takes less than two minutes and is in the form of a short survey. The survey includes smiley face icons – to make the answering process easier. All results are instantly available to DSB staff via a private, online dashboard. This means they can quickly review the performance of each location and each examiner. Moreover, they know the satisfaction of their customers, the drivers.

Press Coverage for Driver Feedback

The implementation of Opiniator received a lot of local coverage: WCBI, WLOX, and WLBT.

The Opiniator real time driver feedback system will bring the DSB into the 21st Century. Henceforth, the rating of our services and allowing the agency to reach a broader scope of customers through this technology. This system will be implemented in all driver license stations. The collected data will strightaway be shared among staff as an opportunity to quickly see where improvements are needed.

Commissioner Fisher added, “The Opiniator will provide customers with a platform to give constructive feedback. In such a manner that will assist the DPS Driver Service Bureau in developing solutions for the improvement of customer service.”

Opiniator is also present at another Mississippi state agency, the Department of Transportation. As a matter of fact, it is used throughout the state at all freeway rest areas. Indeed, Mississippi is one of twelve states that collects driver feedback expressly at rest areas to improve operations and safety performance. Additionally, GovTech featured the use of Opiniator for the Florida Department of Transportation in all their rest areas. The article is here. In detail, more on what we do at rest areas can be found here.