Case Studies

How Driver and Vehicle Services at the Department of Transport changed customer perceptions and improved employee engagement

DVS is responsible for the effective management of over 1.8 million registered drivers and over 3.5 million registered vehicles and manages revenue collection and disbursement of over $2 billion on behalf of government.

In November 2015, the organisation identified a lack of visibility to meaningful measures of performance and outcomes, with an under-performing workforce created by a lack of understanding and support for the frontline challenges.

DVS invited AKS to support them implementing a program of Operational Excellence based on their adoption of the Shingo Model.  This program was to run across an organisation of 600 staff, 10 sites and 300 service partners, and a $150m a year operating budget.   

THE GOAL
  • To become the shining light of Public Sector Service
  • To change customer perceptions
  • To improve employee engagement
THE APPROACH
  • We undertook a Familiarisation process with all stakeholders; managers and frontline staff
  • We designed workshops focusing on Values and Behaviours , Handling Difficult Customers, E-Concierge Communication and Handling Difficult Leadership Conversations
  • We rolled out a series of 4 workshops for approximately 35 people in each licensing centre across 9 centres.
THE RESULTS
  • Unplanned leave is down dramatically
  • 90% of customers report being very satisfied with overall experience
  • Wait times have halved
  • Complaints have reduced by 75%
  • Reported aggression incidents are down 75%
  • The security guard contract ceased in May 2017 as staff were now confident they could effectively deal with all situations
THE FEEDBACK

“Working with Alive & Kicking Solutions has changed our workforce behaviour significantly and this had delivered substantial benefits for our staff and customers alike.

I would recommend Alive & Kicking to anyone looking to improve employee engagement and customer service levels.

There can be no better quote than ‘Thanks for allowing us to do the training Steve, the AKS training has changed my life forever – Claire*”  STEVE MITCHINSON, A/ General Manager, Driver and Vehicle Services at the Department of Transport