What is the organization’s strategy ?
The New York State Department of Motor Vehicles organizationalstrategy is providingessential motor vehicle and drivers related servicesto the public.
One of the mainfunctional strategies is the production of secureidentity documents and the ability for thepublic to obtain them.
The department focuses on promoting safety and protectingconsumers throughout the state of New York all whileproviding great customer service.
2.Describe the organization’s culture.Organizational culture at the Department of MotorVehicles is one that is fast-pacedwhere there is no shortage of work for the employees
.Clients are constantly in need ofassistance whether it’s in person, over the phoneor online.
Employees have to jugglemultiple tasks at once when dealing with clients allwhile ensuring great customerservice.
The department is also agile in the sensethat there’s constantly a need for adjustments to change in the environment around uswhich sometimes can be challenging for employees.
3.What type of policies and procedures are in place that may have an impact on theproposed training?
Some policies and procedures that may have an impacton the proposed training is thefact that the department does not really have a customerservice training strategy inplace.
Most of the training related to the department is more so operational. Meaning, a
lot of the training employees receive have to do with the day to day operation of theservice they provide in the clerical aspect.
Maybe the process in how people get checked in andassisted with what they need help with (driver’s license, permit test, etc.).Keeps track of how many customers are served dailybut it’s more of a supervisorfunction
