Driver and Vehicle Services (DVS) Centres are undergoing colossal changes, much to the satisfaction of the WA public. Previously famed for extended waiting times, DVS General Manager Steve Mitchinson and his team have overseen a total re-imagination of how customers engage with the Department of Transport.

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Talk-back radio airwaves have been awash with stunned customers, all praising the enjoyable experience, so the MTA WA decided to investigate exactly what was driving these efficiencies by visiting the DoT Service Centre in Success.

From the moment that we ventured through the automatic doors, it was apparent that this Centre was like no other Government Department that we had ever encountered. So clean, well designed and modern was the facility, that it could have worn the branding of a major banking or insurance firm.

We were immediately greeted by the courteous DVS staff, who quickly determine customer needs and direct them to the right area. There’s a sense of purpose and flow to every part of the centre. Catering for needs ranging from computer testing to complicated and sensitive transactions – every part of the centre is purpose-built to quickly handle customer needs, having been heavily influenced by staff and customer feedback.

Self-service counters showcase the vast range of online transaction services available on the DoT website, generously sized counters provide ample space to complete forms with ease, ergonomically designed seating areas give customers a sense of comfort for their (usually short) wait and the layout means that there’s no longer a ‘cluster’ of customers in any one space. Wi-Fi, LED information screens and assessors equipped with mobile tablets all add to the digital experience.

The real logic is in the revision of processes. With a 40% reduction in the number of forms that a customer completes before interacting with the DoT, the workflow efficiencies have positively impacted driver assessments, payment processes, medical assessments, applications for changes and transactions. Initiatives such as dedicated cash and EFT transaction counters mean that the centre can operate for longer too, due to the reduced administration inputs.

Saturday driving assessments at the Kelmscott DVS Service Centre provide the opportunity to complete testing without the need to take a day off school, university or work. It’s progressive thinking and service offerings such as this that have given the new Service Centres an enviable reputation and one that is likely to be followed by both public and private sector organisations. Feedback Kiosks allow immediate feedback to be passed on to the DoT and Centre Managers and are acted upon, proving that positive change is an ongoing theme.

We thank the Department of Transport for allowing us to tour the facility and look forward to further rollouts of the new systems across the Metropolitan area.