• 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 a substantial increase in customers due to the implementation of the Real ID driver’s license.  This increase, and the associated change in customer needs, has caused significant challenges to the service being provided and the ability to provide excellent customer service.
• For the 4th quarter of FY18, BVRHS has completed the milestone of modifying its approach to customer service. In addition, for FY18, the Bureau met its performance target.
• The modified approach addresses large orders and processing them separately from front counter customer orders with separate customer representatives, thus maintaining a more efficient and rapid process for routine front counter customer requests.

• 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.

Bureau of Vital Records and Health Statistics (BVRHS) will work to maintain customer satisfaction to the FY18 target of 95.0% 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 BVRHS to move into that will better serve customer needs. Incomplete.
• Q3:   Evaluate the impact of the customer service training. Completed.
• Q4:   Based on evaluation, modify approach to customer service as needed. Completed.

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.