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Frank Gray

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BMV’s big accolade a loss for columnist

The first time I went to the license branch in Fort Wayne, back in the 1980s, it was like visiting a Turkish prison.

The main branch was in the dingy, dungeon-like basement of a building on Maiden Lane where you had to stand in line for a couple of hours to get your plates or renew your license.

The license branch was despised back then, and that didn’t change when the office was moved to less depressing quarters. The BMV stood as a sort of symbol for everything that was wrong with government in general – inefficiency and indifferent employees who seemed to hate their jobs.

Once you’ve earned a reputation like that, it’s tough to shake.

In the past few years, though, the BMV has employed a new strategy for improving its image.

And it’s worked.

Last week, the BMV received the American Association of Motor Vehicle Administrators customer service award, an honor that officials say makes the BMV the best in the nation. It is the third time the agency has received the award in the past six years.

So what’s the BMV’s strategy to improve its image?

Try to keep people out of license branches.

That’s no joke, and it has worked.

In the past few years, the BMV has tried to steer Hoosiers toward the mail, computers and the phone to handle transactions such as renewing plates and renewing their driver’s licenses. It has started using electronic transmission of information instead of paper documents so paperwork doesn’t get lost.

“We don’t want people to go to the license branch if they don’t have to,” said Dennis Rosebrough, deputy commissioner for the BMV.

Renewing a driver’s license or your plates is a lot more pleasant when you do it on your home computer.

Processing new vehicle titles has been improved, Rosebrough said. It used to take up to six weeks for people to get the title to a new car.

“People weren’t focused on getting them processed, and they’d just stack up,” he said.

Now they are done in three days.

Forms verifying that people who had auto accidents were insured used to get lost, and people would unexpectedly find out their licenses had been suspended. Just last year, the state started letting insurance companies file those verifications electronically, eliminating accidental suspensions.

Indiana used to use duplicate numbers on different types of license plates, so occasionally an innocent Volkswagen owner would get a letter from some other state demanding payment of a huge fine because a semi-rig with the same license number had failed to pay a toll. The BMV fixed that by eliminating duplicate license plates.

Oh, there are still complaints. About one in 25 license branch customers reports being dissatisfied or very dissatisfied with the BMV’s service.

“We’re not perfect,” Rosebrough said.

Some of those complaints, oddly, stem from the fact that when you renew your driver’s license, you don’t get it right away. The BMV mails it to you. It’s all part of fraud prevention strategy.

Overall, I’d have to say the BMV has cleaned up its act pretty well, judging by, if nothing else, the lack of complaints that I receive these days.

That’s good news for drivers in Indiana, but what am I going to write about now?

Frank Gray reflects on his and others’ experiences in columns published Sunday, Tuesday and Thursday. He can be reached by phone at 461-8376, by fax at 461-8893, or by email at fgray@jg.net. You can also follow him on Twitter @FrankGrayJG.

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