How the Iowa DOT Elevates Service Levels and Empowers Customers and Staff

The Iowa Department of Transportation (DOT) has a long-standing commitment to delivering efficient and effective service to its customers. With a small but dedicated team at the main office in Ames, Iowa, the department is dedicated to modernizing processes to improve service levels and maximize the team’s time.

Since launching Neumo in 2019, the DOT has used the cloud-based platform to integrate digital forms, enhance staff productivity, and improve service delivery. Web Team Leader Cherice Ogg and Forms Manager John Heim continue to find new ways to leverage the technology to improve processes while keeping the customer experience at the forefront.

Although the DOT was successfully managing more than 1,000 forms with a lean team, the department recognized the processes lacked scalability and flexibility. With the growing demand for digital services and the need for a more efficient and accessible system, the department sought a cloud-based solution that could automate and streamline while integrating seamlessly with existing web and API systems. 

“The previous processes were very cumbersome,” explained Ogg. “We received forms via email, downloaded the files, and then uploaded them into our electronic records management system (ERMS). After that, we assigned specific taxonomies to ensure the documents went into the proper workflow. It required an inordinate amount of time before we even began processing the forms.”

In 2019, the Iowa DOT implemented the Neumo cloud-based platform to convert paper and PDF forms to fully digital, automated workflows that integrate with existing web and API systems. The move to the cloud was essential to provide secure, real-time access to forms, improve information collection, and decrease processing time. 

Ogg noted the transformative effect of the system, saying, “The cloud makes it a lot easier for staff to collaborate versus using shared drives, especially with many of us working remotely.”

The move to the new system offered other advantages, including the ability to connect forms to their ERMS, improve workflow automation, and reduce manual intervention while having the flexibility to access forms from any location.

The DOT’s success in bringing services online has helped the department continue to meet the needs of Iowa residents efficiently and effectively. “Process improvements have been so significant that we continue to find new ways to digitize and improve processes,” said Ogg.

Here are some of the results delivered by the DOT:

Improved Accuracy

The DOT has seen a vast reduction in errors and missing information from applications that used to slow down processes and require staff to follow up.

“Receiving complete and accurate information through the system is a huge time savings because we no longer have to chase down that information,” said Ogg. “Even with complicated, multi-step processes, we now have much more accurate information coming in with Neumo.”

Better User Experience

The flexibility and scalability of the cloud solution enabled the department to adapt quickly to changing demands, ensuring continuous service delivery even during peak times.

“Customers who use online submissions are very happy with the system because it cuts down on processing duration,” said Heim. “It’s a huge time savings.”

Customers also found the new system easier to access from any device. “With nearly 70% of our public-facing customers using phones for many of these services, the mobile capabilities were really important to us,” said Ogg. “The Neumo system is mobile-friendly, and applications are easy for our customers to fill out.”

More Time Savings for Customers and Staff

The DOT was able to manage forms more effectively, reduce the reliance on manual processes, and move through queues much faster.

“It cut down 50% of the time it was taking to upload documents,” said Ogg. “Submissions flow directly into our ERMS with all attachments ready to be processed.”

The department reports receiving more than 70,000 submissions of the application for persons with disabilities in just the last 18 months. “Before we had this system in place, that would have meant 70,000 applications received by mail and then scanned into the system.”

“It creates more efficiency so we can serve our customers better and faster. We’ve reduced processing times from weeks down to days,” said Ogg. “We can work the queues much faster so we get more done in the same amount of time.”

For more information about Neumo products, visit neumo.com/products.