Date: June 29, 2009

Memorandum
To: Mrs. Janet Dennis
From: Ms. Angela Holton
Subject: Response to Program Manager-Help Desk Position - Motorist Services Help
Desk Plan
As the economy impacts the nation as a whole, the department is not exempt. The
department is faced with determining methods that will assist in meeting budget needs,
but continues the excellent customer service required by the citizen of the state of
Florida. The purpose of this memorandum is to provide an outline plan for the Motorist
Service Help Desk that will consolidate the Motor Vehicles and Drivers License Help
Desks into one potent entity. This plan is one method under consideration by the
department to meet our needs.
Motorist Service Help Desk Plan (MSHD Plan)
Step I - Establish a Motorist Service Help Desk Team. This team will be responsible for
determining who, what, when and how for the consolidation of the Motor Vehicles and
Drivers License sections. The team will consist of members for various levels
throughout the two sections (including a representative from the performance mangers
and support personnel). The manager will provide the team an overview of the mission,
vision, goal and objectives of the new Motorist Service Help Desk. Then provide
directions for the team to begin collecting best practices of existing Motorist Services
Help Desk and data that support current success of activities that have worked for the
department in the past and currently from each section. The team will determine the
impact on the department and customers for the change and risk of not changing. The
team will develop a consolidation plan.
Step II - Develop Plan - Determine the needs of the Motorist Service Help Deskpurpose, goals and objectives, audience (internal and external), organizational structure,
scheduling, staffing(changes of job descriptions), equipment, facility, communications,
learning (technical, policy and procedural training, job shadowing, change management
and professional development), recognitions and rewards. Also, the plan will include risk
involved for the consolidation and mitigating plans to help resolve or lessen the impact of
the risk.
Step III- Implement Plan - Communications - Communicate to employees about the
plan, including what is the plan, how will the plan be implemented, who will be
impacted, the dates of implementation and training (timing and schedules of messages are
very important), involvement opportunities for the employees, and whats in it for the
employees - the benefits for the employees and customers. Communication should be
delivered weekly by supervisors and monthly by upper management. Determine delivery
mechanisms including development of internal website to provide quick access to help
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desk information and external website for tax collectors to have easy access to
information. Training - Provide proactive learning and just in time training (included job
shadowing, classroom and on-the job sessions). Also, provide quick reference materials
and job aids to assist employees with learning. Recognition and Rewards - Recognized
milestones and accomplishment (big or small) throughout the consolidation and in the
future for reinforcement by supervisors. Coaching and Counseling - Provide coaching
and counseling for supervisors and employees throughout the development of the new
help desk. Conduct focus group meetings and surveys throughout the consolidation to
ensure employees have received the communications, learning and recognitions needed
to enable the employee to perform their job duties. Provide employees and avenue for
constructive feedback. Risk Plans prepare and implement mitigating plans for all risks.
Step IV - Reinforcement of the Plan Team will meet weekly to discuss progress of the
plan. Supervisors will provide bi-weekly reports on the progress of the consolidation and
the feelings of the employees and customers. The Manager will meet monthly with
employees to communicate the departments support of their efforts and time devoted
toward the consolidation. The team will collect data from surveys and focus groups to
determine areas that need improvement plans. Supervisor will write and present
improvement plan for teams approval. The team will provide coaching and counseling
for supervisors bi-weekly to ensure communications, learning, recognitions and rewards
are in place.
MSHD Plan Schedule
Manager
Day 1

Meet with supervisors and employee introduce

manager and to provide overview of MSHD.
Ask for volunteers for MSHD team or
supervisors recommendation provide
characteristics of a team member
Meet with MSHD team members provide
directions to the team.
Provide 1st communication regarding MSHD
team and their future plans.

Day 2
End of Week

Motorist Service
Help Desk Team

Supervisors

Employees

Provide manager with a list of

concerns regarding MSHD

Provide feedback
regarding concerns
of MSDH (provide
comment box at
meeting)

Meet with manager

Meet to report on
progress of MSHD
plan
Meet to develop plan

Next week
Develop Plan

Meet with team and develop response to

supervisor concerns.

Weekly

Meet with team

Monthly

Meet with all staff

2nd Month
Training
3rd Month Plan
Implementation
Job Shadowing

Meet with team to review training plan

Develop training plan

Meet with team to discuss job shadowing

Develop job
shadowing plan

Develop plan
provide weekly status
report
Provide monthly
status report

Meet with manager. Provide

employees communication
regarding mangers meeting
and response to concern with
manager approval.
Provide MSDH
communication to employee
Provide monthly report of
section activities to manager/
provide rewards and
recognition to staff
Oversee training schedule
Oversee job shadowing plan

If you have any questions, please contact me at (850) 617-3601 or email

Holton.Angela@hsmv.state.fl.us . Thanks for allowing me the opportunity to respond.
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Provide feedback
and concerns
regarding MSHD
Participate in staff
meetings
Attend training
Participate in job
shadowing

Outline of Concerns:
1. What is the future of the employees?
2. How to ensure external customers needs are met during the consolidation and after the
completion of the consolidation?

MSHD Program
Manager

Sr. Consultant
Supervisor

9 Sr. Consultants

Sr. Consultant
Supervisor

Performance
manager

9 Sr. Consultants

Consultant
Supervisor

Performance
manager

Performance
manager

Consultant
Supervisor

8 Consultants

Performance
Manager

Support Staff
Supervisor

8 Consultants

8 Support Staff

Supervisors Responsibilities
1. Sr. Consultant Supervisors - Two supervisors will be responsible for the managing employees that work
with tax collectors by providing all information regarding Motor Vehicles and Drivers License concerns
(including policy, procedures, legislative changes, etc.). The supervisors will be responsible for counseling
and coaching employees and ensuring communication, learning and recognition/reward opportunities are
provided that will enable the employees to perform their job duties. Also, the supervisor will manage two
performance managers who will provide expertise in both Motor Vehicles and Drivers License issues to
other bureaus, specified partners and assist phone personnel with special projects(hard to resolve issues).
2. Consultant Supervisors - Two supervisors will be responsible for managing employees that work with
customer service telephone lines by providing all information regarding Motor Vehicles and Drivers
License concerns (including policy, procedures, legislative changes, etc.). The supervisors will be
responsible for counseling and coaching employees and ensuring communication, learning and
recognition/reward opportunities are provided that will enable the employees to perform their job duties.
Also, the supervisor will manage two performance managers who will provide expertise in both Motor
Vehicles and Drivers License issues to other bureaus, specified partners and assist phone personnel with
special projects(hard to resolve issues).
3. Support Supervisor - One supervisor will be responsible for managing employee that provide support to
the MSHD employees (four sections) by providing research, faxing, copying, responding to e-mail or fax
correspondence or other duties directed by the supervisors.