Kansas Revenue Department focuses on efficiency, customer service | Commentary

In most states, when receiving notification to renew a driver’s license, people first think of the stress of planning their whole day around a visit to the driver’s license office — known most widely for having long lines and even longer wait times.

Before Gov. Laura Kelly took office, that was the reality for many Kansans. When Gov. Kelly took office, we began implementing a customer-focused approach.

We reexamined the Kansas Department of Revenue’s Division of Vehicles’ past efforts, and implemented changes to increase efficiency. We examined our past relationship with customers and the technologies the Division employed previously, and demanded they be better.

As a result, the KDOR and its county partners have processed 1,539,358 credentials over the past two years — 156,784 more than the two years prior to Gov. Kelly taking office.

The Division also completed office expansions, relocations and renovations, and established a mobile offices unit that deploys to businesses and organizations to bring its driver’s license and identification card services directly to Kansans.

And instead of the drab colors that typically let you know you are in a government building, KDOR has made important aesthetic changes, ranging from new chairs to much-needed paint jobs.

For those who would rather avoid the office all together, we have expanded the use of online renewals

In addition, we have implemented an appointment-first philosophy for those who require an office visit. Walk-in customers are welcome, but those with appointments receive priority. An appointment can be made at any of the 38 offices the agency operates.

Customers select the time that works for them, which cuts the guesswork out of a visit.

Under this approach, if an appointment is not set, the typical wait time is 15 minutes. Total transaction times range depending on the transaction. However, a typical driver’s license renewal can be completed in 10 minutes or less.

The Division has also expanded its technology reach in the realm of driver education. We have launched a practice test available through Amazon Alexa devices and made the written test available online, which also cuts down on time spent on an office visit.

Finally, KDOR has taken the approach that its services need to be as accessible as possible.

While technology and office upgrades are great, we realized the need to take our services to the people whenever possible.

Beginning in Spring 2019, KDOR deployed its newly formed mobile driver’s license office units. Businesses and organizations partner with the Division of Vehicles to make available many of the services found in our standard office, but hosted at that place of business or as a vendor at an event.

Through its partnership with city and county law enforcement offices and state correctional programs, the Division takes mobile units to correctional facilities and law enforcement offices — or processes credentials remotely to get identification cards to Kansans who are homeless or transitioning out of incarceration.

The service helps this population return to society with the proper documentation for employment and housing.

While the interaction between KDOR and our customers, and overall experience, has changed dramatically; our commitment to continuously improve our processes has not.

The Department will continue using feedback from its customers to gain a better understanding of ways to make the lives of all Kansans — and their interactions with the agency providing these critical services — even better.