• 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 by the New Mexico Department of Health (NMDOH) and the ability to provide excellent customer service.
• For the 3rd quarter, BVRHS has completed the milestone of evaluating the impact of customer service with a survey indicating a 99.6% satisfaction rate with services provided by vital records.
• Ongoing work is expected to achieve the 4th quarter milestone on schedule.

• 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 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 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.