DPA for the DMV
By Dick Bucci
Posted in Customer Engagement
My visit to the doctor’s office started out quite normally. I dutifully handed over my insurance cards and driver’s license to the receptionist. She smiled and pleasantly asked if I knew that my driver’s license had expired? I double checked. Sure enough, it had expired almost 6 weeks ago! This meant a trip to the DMV.
I showed up the next morning at my local Department of Motor Vehicles and immediately entered a line with about 30 people. After a half hour I made it to the head of the line and was handed a form to complete and a piece of paper with numbers and letters. The attendant explained that when my alphanumeric code appeared above a clerk’s window it was my turn for service. Anticipating this would take a while, I brought along my latest copy of National Geographic and waited patiently for my magic number to appear.
Eventually my number flashed. I raced to the window, handed the attendant my form, produced my passport to prove I was who I said I was, took a perfunctory eye test, and had my photo taken. Fifteen minutes later, I was handed my brand-new driver’s license. Total elapsed time from start to finish was 2.25 hours, or about twice the time it takes to board an airplane at a busy airport.
Verint’s desktop and process analytics (DPA) solution is designed to tackle process inefficiency issues like these. The software captures each step an employee follows to complete a business process. This includes identifying the number of systems involved, the number of screens employees access, and how much time it takes to complete each action.
Armed with this information, the Verint solution enables organizations to look more closely and discover why some people perform certain steps more quickly than others. For example, have some employees developed shortcuts which can be adapted by others? Or are there redundant steps that can be eliminated altogether?
Verint’s desktop and process analytics software establishes time targets for each step and creates scorecards for real-time monitoring of individual and team performance. To help assure that the most efficient processes are used, the system can also send notification scripts to alert supervisors when a process is exceeding KPI targets and even provide guidance scripts to employees to help improve performance. Once the current state is fully understood and any bottlenecks are identified, the organization can establish new business rules to speed up the process. This may include opportunities for automation. A casual examination of the activities at the DMV revealed repetitive tasks that could be automated using current technology.
While a visit to the DMV may never be fun, faster service from improvements brought about by process analytics can improve customer experiences and free up more time to do the things we’d rather be doing.
Dick Bucci Founder and Chief Analyst Pelorus Associates
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