INSIDE

NEW MEXICO INTERACTIVE REPORT 2012

Payment Processing ........... 2

Web Stats ......................... 3

Marketing Awards ............. 4

NMI and the New Mexico Taxation and Revenue Department – A Winning Combination

N ew Mexico Interactive (NMI), the New Mexico Taxation and Revenue Department (TRD), and the Motor Vehicle Division (MVD) built upon the successes of the past three years in 2012 through the deployment of new

online services, as well as ongoing enhancement and maintenance of existing services. NMI has continued to work with TRD, providing consulting, project management, business process redesign, application development, and hosting and maintenance of secure, reliable, and innovative applications that assist in modernizing MVD processes, generating revenue, and augmenting the agency’s customer service efforts. NMI, TRD, and MVD have collaborated to build more than 30 high-impact online services that have generated additional revenue for the agency and improved communication between the agency and its customers. NMI has worked closely with the TRD and MVD to support the agencies’ customer service efforts by launching services such as Feedback and Contact Us utilities, a field office appointment-setting service, small business driver monitoring, and a service that allows individuals to request their personal driver history records. Additionally, NMI, the TRD, and MVD worked together to redesign their websites, which incorporate many new features and Web 2.0 functionalities. The MVD website gained the agency recognition in 2010, winning a | continued on page 4 |

Executive Summary ew Mexico Interactive’s mission is to assist in making the New Mexico Taxation and

Revenue Department (TRD) and Motor Vehicle Division (MVD) more accessible and responsive to the citizens and businesses of the state of New Mexico. Providing streamlined online services increases customer satisfaction and improves government efficiency. Through eGovernment, New Mexico citizens, businesses, and government partners can interact with TRD and MVD any time and from any location. In May 2009, through competitive bid, the TRD entered into a public-private partnership with NICUSA, doing business in the state of New Mexico as New Mexico Interactive, LLC, to provide eGovernment services, website hosting, and secure dissemination of MVD data to approved users. Through TRD’s leadership and alliance, in just three years the agency has received national recognition for its achievements and has deployed more than 30 high-impact online services. n

N

2 | NEW MEXICO INTERACTIVE REPORT 2012

NMI won an invitation to bid for

New Mexico’s statewide price agreement for online debit/credit card payment processing. This enables any government agency to use NMI for payment processing services without having to go through an RFP process. As most of the state’s databases and infrastructure are residing on antiquated mainframe systems, New Mexico has very few options for paying for government services online. NMI’s inclusion on the statewide price agreement enables agencies to make services such as the purchase of hunting and fishing licenses, environmental permits, child support payments, etc., available online for the first time ever.

We have met with several government entities to provide the above-mentioned services, and are currently finalizing the contract with the Child Services Enforcement Division of the Health Services Department to provide online debit/credit card and eCheck payment processing for child support payments. n

Mandi’s Profileandi Mendoza has been NMI’s office and customer service manager since September 2010. She is an

exemplary member of the NMI team, and her warm, friendly attitude and professional behavior make her a favorite among agencies and customers alike. Mandi continually documents and implements numerous processes and procedures to make sure all aspects of managing NMI’s customers and billing run smoothly each month. In addition to handling approximately 200 customer inquiries a week, Mandi has become an invaluable resource for the staff of NMI. She’s also contributing to the list of Frequently Asked Questions for the VRS application, and continually contributes to management efforts to improve processes for NMI.

Her favorite part of her job at NMI is planning events, which she does with great success. She has coordinated events ranging from staff retreats to a GM Conference. Her most visible and successful event to date was the 2011 GM Conference, which was held in Santa Fe. Her leadership role in planning and customer satisfaction has been a uniquely outstanding aspect of her career with NMI.

Community Involvement he NMI team as a whole expressed a strong interest in personal wellness as well as activities that will help the local community. Six members of the NMI team participated in the 2012 Ideal Weight Challenge, and

the same group is participating in 2013. This year, the group will also have lunch together and go for a walk once a week.

NMI volunteered at a local Santa Fe charity, The Food Depot, during the holiday season, and plans to volunteer on at least a quarterly basis throughout 2013. We selected The Food Depot because of its reach and its efficiency as a nonprofit. The Food Depot serves tens of thousands of people in need through 120 nonprofit partner agencies in nine Northern New Mexico counties. Each month, they distribute an average of 300,000 pounds of food and household products. In 2009, the food distributed was enough to provide nearly 4 million meals.

Because the need is so great and resources are always so scarce, The Food Depot is committed to operating as productively and efficiently as possible, and minimizing the money spent on administrative overhead. Ninety-five cents of every dollar goes to feeding people in need. Another important source of productivity is the labor its hundreds of volunteers provide. Last year, the more than 4,000 hours of service volunteers contributed saved more than $75,000 in labor costs, enough to provide 300,000 meals. For every dollar donated to The Food Depot, it is able to return $5 in food to the community.

T

Payment Processing

M “ In addition to handling approximately 200 customer inquiries a week, Mandi has become an invaluable resource for the staff of NMI.”

NEW MEXICO INTERACTIVE REPORT 2012 | 3

Web Stats

NMI optimized all online applications and the

TRD and MVD websites for mobile devices in 2012. The number of visits the MVD received from mobile devices more than doubled from 2011, increasing from approximately 58,000 to more than 134,000 in 2012. The MVD website also had an increase of approximately 400,000 visitors in 2012 – 58 percent were new visits – and page views increased by more than 700,000. Narrative will not be provided for the TRD website as Google Analytics didn’t track the TRD website from March 14 through April 8, 2012.

MVD 2011 vs. 2012

01 mil. 1.5 mil 2 mil. 2.5 mil 3 mil.

Page Views 2012Visits 2012

3.5 mil 4 mil. 4.5 mil. 5 mil 5.5 mil. 6 mil.

Page Views 2011Visits 2011

TRD 2011 vs. 2012

01 mil. 1.5 mil 2 mil. 2.5 mil 3 mil.

Page Views 2012Visits 2012

3.5 mil 4 mil. 4.5 mil. 5 mil 5.5 mil. 6 mil.

Page Views 2011Visits 2011

6.5 mil.

% new visits: 2011 - 59.37% vs. 2012 - 58.13%

% new visits: 2011 - 45.54% vs. 2012 - 44.86%

© 2013 Trozzolo.com

Marketing Awards

The New Mexico Motor Vehicle Division (MVD) and Taxation and Revenue

Department (TRD) have won several awards since NMI completely redesigned both agencies’ websites. The redesigns included the addition of several new online customer service options that had not previously been offered, resulting in a 54 percent increase in visitors to the MVD site in the first six months. As the number of website visitors increased, the number of customers using the online customer support option also increased. TRD won a Horizon Bronze Award in 2011. MVD won a DGAA in 2010, an AAMVA Customer Service Award in 2011 for the site’s new online customer support options, and Horizon Silver Awards in 2010 and 2011. n

Center for Digital Government Achievement Award; again in 2012, winning a Horizon Interactive Award; and, together with the MVD, won the AAMVA International Customer Service Award in 2012 for Online Customer Service.

NMI provides a service to governmental entities that monitors New Mexico driving records. NMI has been designated as a hub for Motor Vehicle and Driver-related data that is securely and reliably disseminated to commercial entities such as approved data aggregators, insurance companies, and small businesses with stringent audit and compliance controls in place. Additionally, NMI and the TRD provide Motor Vehicle and Driver data to appropriate governmental entities both within and outside of the state of New Mexico at no charge. NMI provides the New Mexico Department of Public Safety (DPS) with all Motor Vehicle and Driver-related data, which is viewed by law

enforcement and emergency management personnel statewide and nationwide, executing more than 1 million transactions each month. NMI is tasked with providing

similar access to online services to more than 150 eligible governmental entities across the state of New Mexico, including many municipalities, the New Mexico Courts, the Human Services Department (HSD), Department of Transportation, the Department of Health, HSD’s Child Sup-port Enforcement Division, Santa Fe County, the City of Santa Fe, and New Mexico State University.

NMI and MVD have also teamed up to provide the Vehicle Registration Suite (VRS),

a modern system for generating temporary registration permits for vehicles. VRS has improved the safety of law enforcement officers, reduced fraud and the use of these permits to transport stolen vehicles, generated additional revenue for the agency,

and provided the agency with an improved tracking and reporting structure. This service has reliably and accurately issued more than 500,000 temporary registration and demonstration permits and has been praised by both industry associations and the DPS Cabinet Secretary.

NMI looks forward to building upon the successes of 2012 and continuing to support the New Mexico TRD, MVD, and the busin-esses and citizens of New Mexico in the coming year. n

A Winning Combination | continued from page 1 |

1221 Flagman Way, Suite B4Santa Fe, NM 87505

(877) 660-3468mvd.newmexico.gov