• Vital records are important legal documents and are key to many essential activities such as applying for jobs, qualifying for benefits, and obtaining a driver’s license or even a passport. 
• The Epidemiology and Response Division Bureau of Vital Records and Health Statistics (BVRHS) had seen an almost 400% increase in customers due to the implementation of the Real ID driver’s license.  This increase, and the change in customer needs due to Real ID, is causing significant challenges to the service being provided by the New Mexico Department of Health (NMDOH) and the ability to provide excellent customer service.
• Progress in improving customer satisfaction has been limited during this period because of the new challenges brought on by Real ID. 
• The survey consists of a single question: “Please let us know how we did in serving you today.” A single question survey is simple, low-cost, and accessible for all customers, including those with limited literacy skills.
• The Bureau is currently planning for a new building where they can serve their customers more comfortably and efficiently.
• BVRHS discontinued the customer survey during FY17 due to the challenge of meeting customer needs associated with Real ID.

• Hospitals
• Midwives
• Funeral homes
• Office of the Medical Investigator
• Physicians
• Tribal authorities
• Family members

• Simple, single-question survey.
• Train employees to better serve new customer needs associated with the Real ID driver’s license process.

• Conducting a survey one month out of every quarter.
• Developing new informational documents for customer use.
• Continuing training of employees to better serve customers.

Bureau of Vital Records and Health Statistics (BVRHS) will work to maintain customer satisfaction to the FY18 target of 90.0% by achieving the following quarterly milestones:

• Q1:   Modification of current building to better accommodate the volume of customers. Provide staff with customer service training. Completed.
• Q2:   Plan for a new building, for Vital Records to move into, that will better serve customer needs. Incomplete-Vital Records did not achieve its second quarter goal of moving into a new building.  Between the time that the goals were developed and the second quarter, plans were modified for the moving of Vital Records.  The original plan was for Vital Records to move into a temporary location until approval was obtained to build a new building.  Due to unforeseen circumstances, this plan has changed.
• Q3:   Evaluate the impact of the customer service training.
• Q4:   Based on evaluation, modify approach to customer service as needed.