Since launching the kiosks, DFA’s customer service level has improved by creating a better experience and higher satisfaction for drivers who renew their car tags in person. Their implementation and use have far-reaching benefits that make Arkansas government work better and ultimately improve the lives of citizens.
As of December 2016, drivers renewed their tags more than 144,784 times using the kiosks, with a 50% adoption rate in several locations. This means revenue office agents are seeing about half of their traffic diverted and half the drivers who would be standing in line are being helped in minutes through the self-service kiosks. Furthermore, more than 8,000 drivers who have used the kiosks renewed their tags the following year at arstar.com, further reducing foot traffic to revenue offices and boosting internal efficiency for DFA. This enables DFA staff to provide a better revenue office experience and give more attentive service to each customer they see.
Drivers benefit by shaving up to 30 minutes or more off their Revenue Office visit. Self-service kiosks enable Arkansans to renew their vehicle registration and leave with new car tags in just four minutes. Even customers who don’t use the kiosks benefit from them because the in-person payment lines are shorter as a result.
The Arkansas Department of Finance and Administration is also one of the first motor vehicle agencies in the nation to use iPad kiosks. This innovative approach to kiosks—using a device citizens are familiar with and comfortable using—has truly transformed the way DFA interacts with its customers at revenue offices. Positive feedback gathered from users clearly shows that people love the kiosks and the efficiency they bring.