DMV’s new customer focus

By MARCIA S. ADAMS

Guest columnist

Wednesday’s column by Cindi Ross Scoppe, “Who cut the lines at DMV? (Hint: It’s not the guy who just got credit),” tells only part of the story. While it’s true that DMV’s Phoenix system required the support of previous administrations and that some of DMV’s improvements were conceived before Gov. Mark Sanford’s election, it was Gov. Sanford’s leadership that allowed those concepts, and many others, to become reality.

It was the governor’s vision of customer service, embraced by this agency, its management and its employees, that changed the DMV culture from one of processing paper to one of assisting customers. The governor and the Legislature’s support for restructuring allowed the agency to undertake and implement initiatives that had been studied, recommended and talked about for years.

Customers tell me that they like our improved services, of which wait time is but one component. They like to know they have the correct information before they wait in line; like the option of processing transactions over the Web or through other DMV partners; they like to be treated professionally and with respect.

DMV’s dedicated employees, who work hard each day in our field and headquarters operations, are the real heroes of this story — the employees who go the extra mile for customers, who believe in the mission of the governor and of this agency. Without them, none of this would be possible.

So thank you, Gov. Sanford, for allowing this agency and its employees to be accountable to the public and to implement the improvements that we have known for years would make DMV better.

We continue to find ways to raise the bar on our service. We still have a way to go, and there will be more good things to come because this agency understands that its mission is exceptional customer service.

Let’s give credit where it’s due — Gov. Sanford, legislators and DMV employees make things happen.

Ms. Adams is executive director of the S.C. Department of Motor Vehicles.