Left to Right: Interim Commissioner Gerald Nicely, Driver License Deputy Director Tiffany Taylor, and Greta Dajani introduce the findings and recommendations for driver licensing improvements at the Nashville Public Library.

Nashville, Tennessee --- The Tennessee Department of Safety today released the final report prepared by Fed Ex Corporation of their findings and recommendations for improving the driver license process in Tennessee. Governor Bredesen asked FedEx CEO Fred Smith to assess the efficiency of driver license operations in Tennessee. FedEx performed the work pro bono. Interim Safety Commissioner Gerald Nicely also announced today that the department will immediately implement 14 of the report's 39 recommendations and that he will be meeting with the Governor shortly to discuss further changes to the driver license process.

"I am grateful to FedEx for conducting this study. Their work has given us new ideas for improving driver license business processes, and will assist us in providing higher quality services to all Tennesseans," said Governor Bredesen. "My only disappointment is that recent events at the Department of Safety have delayed our work to make long needed changes to this critical customer service process, but I assure you that this process will improve this year."

"Reshaping driver licenses processes is not a 'quick fix,' " Commissioner Nicely said. "It will take a long-term, concerted effort to provide Tennesseans with the quality services they deserve. There are a number of recommendations that we can implement immediately within our existing budget and legal authority, but there are other process improvement recommendations and potential changes to the department that require further study and may require different funding and legislation."

The Fed Ex study focused solely on driver license business processes. Key findings include:

• Customers want faster service, alternate ways to receive services and information.
• Customers are not fully educated about what is required of them and the services offered through self-service channels and county clerk offices.
• A high percentage of customers fail the knowledge test on the first and second attempts, further increasing station traffic.
• DL stations often exceed rated occupancy.

As part of the study, customers leaving driver license stations were surveyed about services they received, their knowledge of other delivery channels and their willingness to renew by alternative methods.

Commissioner Nicely said, "The survey found that 78% of customers were willing to use mail or the internet to renew. However, most did not realize that was possible. Clearly, we need to educate the public on alternative renewal methods, and devise better means of processing services." Study recommendations include:

• Place self-service computer stations in all DL stations for renewal and duplicate services.
• Institute time limits for knowledge testing. Stop test when seven questions are answered incorrectly.
• Institute and guarantee appointments for "in-station only" services such as new driver licenses.
• Establish a centralized call center to answer all questions.
• Educate the public about available services, requirements and delivery options.
• Develop and enforce standardized processes.

The department has already placed time limits on knowledge testing. Work is underway to establish a centralized call center for questions and appointment setting functions, and to develop consistent signage for DL stations.

The Tennessee Department of Safety's mission is (www.tn.gov/safety) to ensure the safety and general welfare of the public. The department encompasses the Tennessee Highway Patrol, Office of Homeland Security and Driver License Services. General areas of responsibility include law enforcement, safety education, motorist services and terrorism prevention.