Case Study: State of Michigan

The Challenge: Extending Services While Holding The Line On Costs

The State of Michigan places a premium on customer service and operational efficiencies. That's why the Department of Motor Vehicles developed a strategy to shift traffic from branch offices to self-service stations, giving drivers a new way to renew their vehicle tabs.

With a State-wide network of self-service stations, Michigan's DMV allows drivers to renew license tabs quickly, without having to line up for counter service at branch offices. The stations offer greater access and convenience - they're installed at locations across the state and provide extended hours of operation - half are available 24/7. Diverting traffic to the ATM-styled stations saves counter staff time allowing them to focus on customers with more complicated transactions.

At the self-service stations, drivers scan the bar code on their renewal notice and swipe either a debit or credit card to pay for their registration. The station prints a new tab in seconds.

The Esprida Solution:

Michigan State Officials approached Esprida because of our commercialization experience and remote management capabilities. The DMV deployment is using Esprida Enterprise to:

• Monitor status of networked devices
• Detect errors and alert personnel
• Expedite servicing and error remediation
• Schedule and distribute software and operating system upgrades
• Gather data on customer usage patterns

The Results:

With the capabilities provided by Esprida, the State of Michigan DMV has experienced great success with its self-service deployment. Customers benefit from improved service through greater access and the State has been able to:

• Redirect workflow - improve efficiencies
• Reduce service costs
• Track trends in customer usage
• Add millions of dollars to State coffers

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