Service Oklahoma a division of the Office of Management and Enterprise Services

PROJECT PURPOSE

Service Oklahoma's mission is to simplify the way Oklahomans interact with the government and provide Oklahomans with best-in-class customer experience through an efficient and seamless end-to-end experience with the goal of being recognized as the national leader in the provision of government services.

EVIDENCE

With rising customer expectations for simple and seamless government services and the reliance on digital being at an all-time high ? 42% of Americans access digital government services at least once a week up 7% since 2018, and 95% of Americans expect government services to perform at the standard of leading private sector institutions. Unfortunately, Oklahoma is failing to meet these expectations with significant shortages in commercial truck drivers being magnified by mounting backlog for CDL written and skill test and the backlog of citizens attempting to get REAL IDs before the REAL ID deadline as examples of these failures.

POPULATION DESCRIPTION

The State of Oklahoma interacts with all 4-million citizens each year and provides vital services during some of the most critical moments in people?s lives. Whether getting a birth certificate, driver?s license, registering your car or getting a professional license so you can get a job, Oklahomans expect government services to be responsive to their needs. But too often, people must navigate a multitude of agency websites, offices, and phones numbers to access services they depend on ? this issue was magnified during the pandemic as Oklahomans were in desperate need of the services Oklahoma provides. Our citizens were struggling to easily get critical services often waiting on the phone for hours or even camping over night outside agency offices to ensure they would be first in line. Service Oklahoma?s goal is to provide a one stop shop with access to most government services in one centralized website, one phone number and service locations located in each county to simplify and streamline government ensuring access to all Oklahomans.

PERFORMANCE MEASURING

To ensure Service Oklahoma is successful, we will be building out an internal performance management team to track key metrics like increased CDL capacity, decreased onsite wait times, and reduced costs per transaction. We also will be measuring customer, employee and agency partner experience and satisfactions scores using a platform like Qualtrics to set baseline numbers and measure throughout implementation and operations to show continued improvement. Our internal service operations team is solely focused on triaging challenges and optimizing any processes that are not meeting standards to add another level further increasing the odds of a successful project.

ONGOING INVESTMENT AMOUNT

$

ONGOING INVESTMENT DESCRIPTION

None

ONGOING INVESTMENT REQUIRED

Able to continue operation without additional funding from the State of Oklahoma