News

May 25, 2011 - An initiative in Michigan could be used in Canada to drive efficiencies and cost savings within government facilities.

The Michigan Department of State places a premium on customer service and operational efficiencies. To expand on those priorities, the state has adopted new technologies and processes.

As part of this initiative, the government was tasked with finding a way to provide drivers with better access to services without increasing spending. As a result, the state developed an e-strategy to shift traffic from branch offices to self-service stations, giving drivers a new way to renew vehicle license tabs. This program would allow the state to significantly increase efficiencies associated with this transaction, giving branches the ability to reduce wait times, speed up services and give staff more time to focus on more complex issues.

The challenge
After working with Electronic Data Systems (EDS) to design the hardware for these point-of-sale systems, the State still needed a way to connect its network to support these devices using the existing technology infrastructure. With this program being the first of its kind, the Michigan Department of State needed a platform on which a custom software framework could be built to host the multi-functional kiosks and printers, allowing them to remotely monitor and manage the systems from a central location. This framework needed to be secure and reliable in order to minimize the occurrence of system downtime and remotely remediate kiosk malfunction. In addition, all staff members and constituents would need to be trained on how to use the new kiosks and incorporate them into the current branch operations.

Self-service stations
Michigan State officials approached Esprida based on their commercialization experience and remote management capabilities. Building the self-service stations on the Esprida platform gave the State the ability to remotely manage and monitor status of networked devices from a central location. With the capabilities provided by Esprida, the drivers renewing their license regulations through the Michigan Department of State benefit from improved service through greater access.

The State is able to:
· Redirect workflow and improve operational efficiencies
· Reduce wait times and service costs
· Free up staff time, allowing them to focus on more complex issues
· Track trends in driver usage
· Add millions of dollars to state coffers

Esprida developed a customized kiosk framework using two flagship products: Catapult RAD, a web browser lockdown tool and Catapult 5,  a powerful, web-based system management software. Together, these two products (today known as Esprida ScreenGuard and Esprida LiveControl) enabled the Michigan Department of State to implement a hands-off deployment that leveraged and extended the existing framework to function in a kiosk. The Esprida platform allows drivers to renew license tabs quickly, without having to line up for counter service. The stations are installed at locations across the state and many provide extended hours of operation. In addition, Esprida provided installation support, server maintenance, content distribution services and staff training.

The result
In 2006, the Michigan Department of State rolled out its first deployment of self-service stations in 28 locations throughout the State. Within the first 12 months of the program, the state logged almost 30,000 transactions and $3 million in revenue. Today, the stations are installed at 67 Self-Service Stations statewide, 30 of which may be accessed 24 hours a day, seven days a week. 

The program continues to set records for drivers served and has logged more than a half-million transactions, an increase of more than 750 percent over the first year of the program. Each kiosk generates approximately $375,000 a year, showing more than 70 percent growth in transaction volumes in 2010 over 2009.