In a move to improve customer service, the Department of Government Services has introduced a new pilot telephone service centre for motor registration. Located at the Millbrook Mall in Corner Brook, the centre is staffed by four dedicated phone agents, in addition to four other positions already located at motor registration offices in Mount Pearl, Grand Falls-Windsor and Corner Brook.

"At a time when many businesses are moving towards automated call distribution systems, we are bucking that trend and improving customer service by providing a live person when customers call our offices," said the Honourable Kevin O�Brien, Minister of Government Services. "Our number one complaint has been the difficulty people had when they called our offices and had to navigate the automated system. I want our customers to know that we listened to them. I am very pleased that we are able to test this service so that when someone calls us, they will talk directly to a live person on the other end."

The pilot project started on July 8. As a pilot project, the department will examine the new phone system to determine if it is a viable, long-term measure to improve customer service. In addition, the system will be monitored for any adjustments needed in its early stages.

"We know that many people will choose to call motor registration before lining up at the counter," said Minister O�Brien. "The new teleservice centre allows for an interactive conversation which will help customers with their request. Not all transactions are straight forward and this will give customers the opportunity to know exactly what documents they need to have prior to coming to our office. As well, there may be better alternatives that they might not be aware of, such as using fax, mail or Internet services, which would save them time and travel costs. As a result, we expect that, over time, this service will also help reduce wait times at motor registration offices as fewer direct calls allow staff to concentrate on counter service."

The department has been phasing in the phone system, region by region, since early July with the remaining offices in Gander to come online on Wednesday, August 27, and Labrador City on Friday, August 29. Customers can continue to call their regional motor registration numbers listed in the phone book as eventually all these will automatically be rerouted to the teleservice centre. Alternatively, they can call directly at 1-877-636-6867. Customers wishing to register their vehicles online can do so by accessing www.eservices.gov.nl.ca

Between July 8 and August 15, the teleservice centre received 11,553 calls. The majority of those calls were handled directly by the teleservice agents with 2,640 needing to be transferred to appropriate program areas. The vast majority of calls transferred were for driver examination appointments or for medical and driver records.

"The implementation has been very smooth and, on the whole, a positive experience with great feedback from our customers," said Minister O�Brien. "However, this is a new system and, while a great improvement, we ask the public to be patient as we work out any difficulties."

On average, the motor registration division processes nearly 1.5 million transactions a year, including approximately 300,000 customers directly over the counter at offices throughout the province.

In Budget 2008, the Provincial Government reduced the annual vehicle registration fee from $180 to $140 and continued the 10 per cent online vehicle registration discount, providing a further reduction to $126. The $40 reduction is expected to return some $10 million annually to vehicles owners and the online discount, first introduced in Budget 2007, is expected to result in an additional $800,000 in savings.

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Media contact:

Vanessa Colman-Sadd
Director of Communications
Department of Government Services
709-729-4860, 682-6593
vanessacolmansadd@gov.nl.ca