OILS 420 Framing Creative Chamge

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  • Federal Real ID Act of 2005 passes. This law complicates requirements for obtaining
  • In 2016 New Mexico begins enforcement of Real ID Act.
  • State of New Mexico adds instructions for how to obtain new IDs to their website. These instructions are confusing and frustrating for customers.
  • MVD customers become unhappy and complain about having to return to MVD multiple times to meet requirements.
  • As a result, MVD employee time is wasted, having to spend more time with each customer to resolve problems and deal with customer dissatisfaction.
  • MVD needs to implement new online system that guides customers to a one-visit transaction to decrease waste and increase customer satisfaction.
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