Driving licence and registration: wishes from online survey implemented

The district of Waldeck-Frankenberg would like to further improve its transport service. To this end, it has been collecting feedback from customers in a survey for around three months. The survey will run until 16 May. At the halfway point, the district is drawing an interim conclusion - and has already derived and implemented measures to improve processes from the feedback.

How does the online appointment system work? Are there any improvements you would like to see when registering vehicles or applying for driving licences? And how satisfied are citizens overall with the service provided by the specialised traffic service? Appointment allocation, premises, waiting times, car parks, payment options and much more: the survey evaluates the quality of service, infrastructure and online offerings of the specialist transport service.

The survey can be accessed digitally, but the district is also paying particular attention to on-site coordination at the registration and driving licence offices based on the fresh impressions of customers. Around 600 people have already taken part. Points can be awarded from 1 to 5, with 5 points being the best score.

Infrastructure
The premises of the driving licence and registration office in Korbach are rated as average - particularly due to the current construction work in the district building and the open-plan office in which the registration office is housed. The renovation of the wing will begin this year. Citizens' feedback will be incorporated into the planning. The premises of the driving licence and registration office in Frankenberg in the new building in Jahnstraße, on the other hand, are performing well.

Service quality
Whether waiting time, making appointments or processing time for applications: The service provided by the specialist traffic service at both locations in Korbach and Frankenberg was rated with an average score of over 4 points. Individual areas of the driving licence office in Korbach scored below 4 points. This could be related to the temporary premises on the first floor of the district building, which are more difficult to find than the driving licence office on the ground floor.

Online services
With regard to the online services offered by the specialised transport service, the survey showed that the services offered digitally are not yet being used to the desired extent. It also makes it clear that two thirds of those surveyed prefer to complete their applications in person at the district office. The reasons given for this are often uncertainty about how to answer the questions asked in the online process or simply the complexity of some online services.

Evaluate feedback, improve processes
An internal team from the transport department is already working on this - and is constantly analysing feedback from citizens. The online services on offer are checked again for user-friendliness. "We are looking at where there may be technical or content-related obstacles and how the processes can be simplified even further," reports Frank Meiser, Deputy Head of the Transport Department. "Our employees are also compiling FAQs - frequently asked questions - on individual topics." Furthermore, the telephone hotline has already been improved and the process for making appointments online has been simplified: "Previously, after booking an appointment, customers had to confirm an automatically generated appointment confirmation email again for the appointment to be considered firmly booked. This was often overlooked and has therefore been adjusted."

The time window for booking appointments online has also been extended: appointments at the driving licence and registration offices can now be booked four weeks in advance instead of just two. And: For the exchange of old paper driving licences into the new EU cheque card format or in the event of the loss of a driving licence, the new driving licences can now be sent directly to customers by post from Bundesdruckerei on request. Appointments and waiting times for driving licence collection are therefore no longer necessary. Further structural and organisational changes are also being examined.

Survey runs until 16 May - District Administrator calls for participation
"We want to constantly improve the service we provide and many improvements have already been implemented," emphasises District Administrator Jürgen van der Horst. "The feedback we receive via the survey is invaluable to us. The feedback helps us to constantly improve. And we want to continue to do so. This saves time and effort - for the citizens and for us as an administration." The district administrator therefore once again calls on all customers of the driving licence and registration offices to take part in the survey.

This will run until 16 May. You can take part not only via the tablets in the registration and driving licence offices in Frankenberg and Korbach - but also online from the comfort of your own home.

Keywords:

Survey Traffic department Driving licence office Registration office