Palm Beach County expanded DMV kiosks across the county to reduce wait times, ease pressure on service centers, and make essential transactions available on residents’ schedules.
through the county’s ongoing marketing and awareness campaigns
resulting in less administrative overhead and in-office traffic
with the ability to receive decals immediately, eliminating wait times
Palm Beach County is the largest land county east of the Mississippi River. So it’s very challenging for us to be able to meet the service needs of all of our clients. And then this floor where we work is our administrative offices. It’s actually the brains of the operation, I think. And it really makes decisions about how we run our office and what kind of choices we make for service to the public.
I have a very dynamic and small and mighty team. Our responsibilities basically cover internal to external communications. Even though we do not interact with the clients on a daily basis, we are constantly looking through the lens to understand what the clients might need or understand. One of the very first projects my team worked on was our goal to increase usage of the kiosks. And at the time we had 5 in the county, so they were spread out across the county. So we decided to create a social media ad campaign where we would promote where all the kiosks were, how easy it was, And I can say over the months, we increased the usage of the kiosks at 633%, which proved to us that we needed to make sure we constantly and continually promoted the kiosks because it was so convenient and so easy.
So since we started the program back in 2020, we have worked with the Neumo team to continually increase those kiosks throughout Palm Beach County. So from my perspective, overseeing the service centers, the more kiosks that we have, the better opportunity it is for our clients to get the service they need when they need it. When it comes to renewing your vehicle registration, people tend to wait till the last minute. And since we are reservation based, sometimes we cannot see the client at that particular moment. So it’s great that we have the ability to refer them to a kiosk to get that registration processed for them.
I believe Palm Beach County has the highest number of kiosks in the state. And we also have the highest number of users of them because we market. We want to make it easy for the constituent to actually do this transaction. So we spent a lot of time developing marketing materials and targeting the areas.
Getting the word out there and relying on the opportunity for people to then maybe have this become their go to method and getting away from looking into our office to do something that they don’t need to do. Online is fine if they want to do online, but online you still have to wait for your decal to be mailed to you, right? So this is an awesome product where you can do this and get the decal right then and there.
It’s so much more efficient if they have one transaction. They don’t have to have an appointment. They can just walk up to the kiosks in the grocery store and complete their transaction, and they’re finished. They don’t have to come in on our operation or mail us a check or a credit card or go on our website.
As you think about how does the client want to be served, is it online, is it you know via the mail, is it you know I need it like right away, then we have those opportunities where they can the different services. That’s a convenience to them. So if you have the kiosks, they’re there when we’re not. And they’re meeting those needs, those people that need that right in that instance.
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