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April 28, 2009
Dear Customers:
The Ohio Bureau
of Motor Vehicles (BMV) continued its success in the past 12 months
making improvements in the way we serve people. We will strive to
do the same in 2009. In my second year as Registrar, I continue to
be humbled by, and grateful for, all of our customers who we serve.
We appreciate the constructive feedback that helps us improve our
service to Ohio's residents. Our customers include the public; BMV
staff; and, some 212 independently owned and operated Deputy
Registrar retail license agencies who sell driver licenses, state
IDs and license plates. Other customers include auto dealers; court
staff; judges; and all police agencies. Improving customer service,
communication and community outreach is a priority.
Through the use
of surveys, active listening, and customer interaction, we have been
able to identify those concerns important to everyone and ways to
improve how we serve others. The BMV responds to millions of
phone, in person, written and e-mail inquiries and requests for
service each year. To better serve customers, we have also empowered
our customers and staff in seeking their input and solutions.
Below are just a
few brief examples of the BMV improvements we have made in the past
12 months. We continue to expand, promote and improve on these.
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Produced the first batch of the newly re-designed Ohio
driver licenses and state IDs which include many new
security features. They will be rolled out statewide in
late spring and summer of 2009. Helped test and prepare
for the installation of new driver license and ID
printers and cameras for the Deputy Registrar license
agencies to replace aging equipment and improve photo
quality. |
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Helped improve the reliability of our computer operating
system that makes it possible to serve our front line
customers more accurately, quickly and efficiently. |
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Launched the first "Ohio Next of Kin" notification
system that Ohio driver license and ID holders may sign
up for online, by mail or at any Deputy Registrar
Agency. The system allows police to contact family
members or other designees if an individual is
hospitalized after a vehicular crash or has a serious
medical emergency. Customers may quickly sign up online
at
www.bmv.ohio.gov. |
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Facilitated the issuance of the "Purple Heart" and "Gold
Star" special license plates. These plates are for
Purple Heart holders or immediate family members to
honor their loved ones killed while serving their
country in a combat zone. |
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Improved online driver record access and vehicle
registration services. Police and courts may visit
www.bmv.ohio.gov for information on driving
records. Citizens can do the same in reviewing their own
driving record and in some instances, detect and fight
identify theft. |
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Partnered with the BMV's authorized organ donation
group, Lifeline of Ohio, to continue to educate
customers about BMV law requirements and the benefits of
organ donation. |
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Encouraged all parents or guardians of children age 15
or younger to secure a state issued ID which places
their information into a statewide digital photo
database police can quickly access if the child is
missing, abducted or injured (this also has parent or
guardian contact information for police use only). |
The majority of
the more than $940 million in fees collected annually by the BMV for
the services it provides are returned to the citizens of Ohio - to
cities, townships and counties for countless road, bridge and
highway projects and improvements.
Since 1906, the
Ohio BMV has provided service to Ohio's citizens. On behalf of
Governor Ted Strickland and Ohio Department of Public Safety
Director Henry Guzmán, I am grateful for how our frontline staff,
managers and Deputy Registrars have stepped up to the task of
keeping the BMV as a service organization that truly values good
customer service, communication and community outreach.
2009 promises to
be another challenging yet successful year. Special thanks are due
to our customers for their patience as we have worked to implement
good business practices to better serve and protect them while
offering the highest quality service.
At your service,
Mike Rankin, Registrar
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