Developing a Baseline for Customer Service in the Department of Vehicle Regulation
| 项目名称： | Developing a Baseline for Customer Service in the Department of Vehicle Regulation |
| 摘要： | The Department of Vehicle Regulation (DVR) interacts with many people every day and provides a wide array of services to Kentucky, other states, agencies, companies, and individuals. DVR administers both the driver�s licensing and motor vehicle licensing programs for Kentucky, as well as state and federal regulations related to commercial vehicles. DVR staff work with a wide range of customers, including the Circuit Court Clerks, Kentucky State Police, state district and circuit courts, the general public, the motor carrier industry, and many governmental agencies to provide these services. Currently there is no data driven mechanism in place to measure and track changes in the DVR�s level of service. The objectives of this research are to: 1) Identify a baseline for the level of service being provided to customers by DVR, and 2) Develop guidelines to implement a similar customer satisfaction survey and identify a corresponding baseline for the entire agency. |
| 状态： | Completed |
| 资金： | 298000 |
| 资助组织： | Kentucky Transportation Cabinet |
| 管理组织： | Kentucky Transportation Cabinet |
| 执行机构： | University of Kentucky, Lexington |
| 主要研究人员： | Walton, Jennifer R |
| 开始时间： | 20160501 |
| 预计完成日期： | 20190630 |
| 实际结束时间： | 0 |
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