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NYC TLC LICENSEE SUPPORT CUSTOMER SERVICE UNIT (LSCS) AND ADJUDICATIONS DIVISION MAINTAIN FULL TIME MULTI-LINGUAL PERSONNEL WITH GREAT SUCCESS
The following news brief is published in the Winter/Spring Taxi Limousine Newsletter "The TLC Times". The TLC created a new Licensee Support\Customer Service Unit (LS\CS) which places multi-lingual personnel on the floor during the entire day to assist all visitors (both applicants and licensees) to the facility with any questions or concerns they may have.They check and confirm not only current TLC status but identify any open NYS DMV related issues that must be cleared to expedite their transactions as well. Within just a few months of instituting the new LS\CS system, we noted an increase in the application acceptance rate of 37% - from 48% to 85%, meaning that the licensing process was a more satisfying experience for many, with fewer applications being returned as incomplete. The TLC has redesigned its forms to be more user-friendly, more informative and easier to complete – there is more white space, the checklists are more specific and actually highlight better the items needed to obtain a new license or renew an old license. The TLC has also improved signage in the Licensing facility building and more frequently updates the Web site with new data, hyper-links and user-specific sections. Following the Licensing Division’s successful LS\CS project, a similar program was implemented by our Adjudications Division, resulting in better informed customers, and a more efficient flow of activity. New signage in both Spanish and English has also helped us to communicate more efficiently with clients. Perhaps most spectacular, however, was the Mayor’s Management Report’s charting of a decrease in the average time to process a hearing decision in the TLC’s Adjudication Division from 39:05 to 26:40 – a difference of 47.9%. Even more recently, we have seen a further decrease in decision processing time to 23:50!
Mayor Bloomberg honor s City Customer Service Representatives, including
Serving six distinct industries that operate on the principle of “time is money” is no easy task.That’s why it is all the more satisfying when the TLC can empirically say that its customers are spending less time and getting more done at agency facilities. In fact, in the most recent Mayor’s Management Report, the City’s annual report card for governmental services, the TLC’s indicators report that the average wait time at the agency’s Long Island City Licensing facility has dipped from 33 minutes to 31 minutes. Typewritten decisions by Administrative Law Judges have also improved the hearing experience, by enhancing clarity for all hearing participants. Making an already efficient process even more efficient is a challenge, but one that the TLC has gladly undertaken, leading to a further decrease in the time it takes to have a taxicab inspected. Of course, the TLC will continue to find and implement new and even more innovative ways to reduce the time spent transacting various types of business with the agency, whether it is enhancing the types of transactions available via the Internet, or constantly reviewing its processes to find greater internal efficiency.
The TLC's new Licensing Support/Customer Service Unit (seen here staffed by Vicki Hongdilokkul)
LEASE CAP DECREASE TO BE FURTHER DELAYED TO JUNE 1, 2009 HYBRID INCREASE IN EFFECT AS OF MAY 1, 2009 The New York City Taxi and Limousine Commission (TLC) announces that it will further delay the implementation of one aspect of the lease cap modifications approved on March 26, 2009 for a period of two weeks. It had been anticipated that the decrease would go into effect as of May 15, 2009. The $4 lease cap decrease for non-hybrid/non-clean diesel taxicabs will now go into effect as of Monday, June 1, 2009. The $3 increase for hybrid/clean diesel taxicabs was implemented as planned on May 1, 2009. The lease cap modifications authorize an increase in the lease cap for approved hybrid and clean diesel vehicles of $3 per 12-hour shift, and a decrease in the lease cap for other vehicles of $4 per 12-hour shift. Lease caps for accessible vehicles are unchanged.
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