Indiana BMV Builds on Three Pillars to Drive up CX
GovLoop
JULY 27, 2023
When Mitch Daniels took office as Indiana’s Governor in 2005, one of the top items on his agenda was reforming the Bureau of Motor Vehicles (BMV). When Justin Davis joined the BMV in 2017 as Contact Center Director, the employee attrition rate there was almost 200% per year, while customer satisfaction ratings were sinking.
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