Governing for Results 13 - Washington State Digital Archives

Department of Licensing
Fleet Billing Process Improvement
Once a year, Department of Licensing’s (DOL’s) Vehicle Licensing unit sends out
billings to over 700 fleet customers, notifying them of their renewal obligations. In
the past, this billing report was printed in triplicate on 12”x15” greenbar paper.
One copy was kept on file, the other two copies were sent to the customer – one
for their files and the other to return with their payment and amendments. The
two sets of reports had to be sorted, folded and inserted by hand into 9”x12”
envelopes. This took 16 staff members some 7 hours each (total of 115 hours),
and cost over $1200 in postage alone.
With the changes made, the reports are printed on plain 8-1/2”x11” paper, only
one copy is mailed to the customer (they copy their report for their files) who
indicates amendments on that copy and returns it with their payment. The
customer copy is now pre-folded – saving labor on envelope insertion. Staff time
saved is 86 hours and postage has been reduced to $456, saving $776.
A DOL vehicle fleet website was developed to provide fleet customers answers
to their most commonly asked questions – decreasing calls to DOL offices and
increasing customer service.
Results
★ Reduction in staff time completing the billing from 115 hours to 29 hours.
★ Reduced cost of postage from $1232 to $456.
★ Improved customer service and reduced phone calls to DOL offices.
★ We can now fax copies of customer billings for those who need an immediate
copy – which was not possible using the computer printout paper.
Team Name: Fleet Billing Process Improvement Team
Team Members: Cheryl Ross, Bob Turcotte, Rick Breidenbach, Rob Cook,
Denise Carr, Christina Blue
CONTACT: Cheryl Ross, (360) 902-3789
52