Transforming OMV Experience with a Custom Appointment Scheduler
Envoc’s custom appointment scheduling system transformed the Louisiana OMV handling 1 million (plus) appointments to date while improving efficiency and citizen satisfaction. With an NPS of 65, it sets a new standard for government service delivery.
The Challenge
For decades, the Louisiana Office of Motor Vehicles (OMV) operated on a purely walk-in basis, requiring customers to visit in person and wait—sometimes for hours—to complete their transactions. In 2020, the COVID-19 pandemic forced OMV to implement an appointment-based system for the first time. However, the initial solution, a third-party vendor’s scheduling tool, proved to be insufficient.
It was not designed for large-scale deployment and lacked the ability to efficiently manage real-time office closures, an issue that became a major problem during Louisiana’s frequent storms and power outages.
OMV needed a scalable, reliable, and user-friendly scheduling solution that would streamline operations for both citizens and staff.
That’s where Envoc stepped in.
Industry::
Government Services
In Production::
March 2024
Effort::
$$$$
The Approach
Working closely with OMV stakeholders, Envoc designed and deployed a fully customized appointment scheduling platform tailored to Louisiana’s unique needs.
Key features of the new system include:
– Scalability & Hybrid Scheduling: Supports both scheduled appointments and walk-ins, providing flexibility for customers and staff.
– Automated Office Closures & Notifications: Enables OMV to close offices instantly during emergencies and notify affected customers automatically.
– Mobile-Friendly & Responsive Interface: Ensures seamless booking and rescheduling experiences across all devices.
– Improved Back-End Management: Gives OMV employees intuitive tools to manage, track, and modify appointments in real time.
– “Improve this System” Feedback Feature: Invites users to suggest enhancements, many of which are now actively shaping the roadmap.
"Before, when 20 parishes had to close due to a storm, every single appointment had to be manually canceled. Now, with one click, an office can close, and everyone with an appointment is notified instantly."
~ Matthew Boudreaux, Public Information Director at Louisiana Department of Public Safety
The Results
Since launching, Envoc’s appointment scheduling system has transformed the way Louisiana OMV serves its citizens.
By the Numbers:
– Nearly 700,000 online appointments successfully scheduled in the first year.
– Over 300,000 walk-in customers processed efficiently using the hybrid system.
– Net Promoter Score (NPS) of 65, indicating strong customer satisfaction and significant improvement over previous methods.
Customer & Staff Satisfaction:
Feedback has been overwhelmingly positive from both customers and OMV employees. The automation of manual tasks has reduced workload, allowing staff to focus on service rather than administrative burdens.
A Model for Other Agencies:
The success of the Louisiana OMV system has demonstrated how custom-built digital solutions can significantly enhance public services. This scalable model could be adopted by other government agencies that rely on appointment scheduling and customer flow management.
The Louisiana OMV appointment scheduler is more than just a booking tool—it’s a transformational service that enhances efficiency, reduces wait times, and improves the citizen experience.
KEY FEATURES
- Automated Office Closures & Notifications Quickly closes offices during emergencies and instantly notifies affected customers, eliminating manual cancellations.
- Hybrid Scheduling for Walk-Ins & Appointments Supports both scheduled visits and walk-ins, ensuring flexibility for customers while optimizing staff efficiency.
- User-Driven Enhancements Includes an "Improve this System" button, allowing users to suggest new features that shape future updates.