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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