• Vital records are important legal documents and are key to many essential activities. Having satisfied vital records customers reflects positively on the state.
• There are no specific national or state measures around providing vital records services to the public.  
• Due to the implementation of the Real ID driver’s license, the number of customers and the services that they need has changed drastically.
• To test customer satisfaction, NMDOH conducted satisfaction survey’s at both the state vital records office and the Albuquerque office.  
• Surveys will continue to be used to encourage staff to keep providing excellent customer service.
• Bureau of Vital Records and Health Statistics (BVRHS) will work to maintain customer satisfaction to the FY19 target of 95.0% by achieving the quarterly milestones.

• NMDOH
• 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.

• Q1: Conduct customer satisfaction surveys to verify that the 95% goal is maintained and revise processes as needed. Completed - 98.8% of surveyed questions were satisfied with the services provided.
• Q2: Continue customer satisfaction surveys to verify that the 95% goal is maintained and revise processes as needed.
• Q3: Explore electronic versions of survey using computer tablets.
• Q4: Based on evaluation, modify approach to customer service as needed.

Despite some temporary delays, the Bureau of Vital Records and Health Statistics was able to meet all but one of its milestones and more importantly achieved a 99.5% satisfactory percentage rating from front desk customers.  Customer service has been improved by providing several events through the state serving over 1,000 persons by taking the service to the public in their communities.  With FY18 ending and FY19 starting, the Bureau is continually engaged in optimizing its process flow to expedite customer requests efficiently and effectively.