In a recent government meeting, officials celebrated the achievement of seven awards at the latest NACO conference, highlighting the county's commitment to improving customer service through innovative initiatives. A key focus of the meeting was the introduction of the \"Happy or Not\" survey tool, presented by Greg Baldwin from the Treasury, Taxation, and Vehicles (TTV) department. This tool aims to enhance customer experience by gathering real-time feedback from residents interacting with motor vehicle services.

Baldwin emphasized the collaborative effort behind the survey's implementation, which involved multiple departments and a dedicated innovation team. The survey, launched in June 2023, utilizes kiosks and QR codes to facilitate feedback from over 700,000 annual transactions at the county's motor vehicle offices. The simplicity of the survey, which consists of a few straightforward questions, allows for immediate insights into customer satisfaction.

Joe Lewis, the Motor Vehicle Manager, reported that the survey has already yielded over 23,000 responses, with 84% of feedback being positive. The data collected has enabled the department to identify specific areas for improvement, particularly regarding wait times and customer service. Lewis noted that the feedback has been instrumental in piloting new systems to manage customer flow and reduce wait times, including a new line management process.

Commissioners expressed their appreciation for the proactive measures taken by the TTV team, acknowledging the importance of using data to drive improvements in service delivery. They highlighted the positive impact of the survey on employee morale, as staff receive recognition for their efforts based on customer feedback.

The meeting also addressed ongoing challenges, such as the need for in-person visits for certain transactions and the frustrations experienced by residents trying to navigate the system. Officials discussed potential legislative changes to streamline processes and reduce the necessity for physical visits, particularly for routine transactions that could be handled online.

Overall, the meeting underscored the county's commitment to leveraging technology and customer feedback to enhance service delivery, with officials optimistic about the future improvements that will stem from these initiatives.