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DC DMV Identifies Business Rule Impacting Ticket Refund Issuance

Friday, February 14, 2014

DC DMV Identifies Business Rule Impacting Ticket Refund Issuance

(WASHINGTON, DC) – In keeping with the Mayor’s belief in using customer feedback for continuous process improvements, the District of Columbia Department of Motor Vehicles (DC DMV) has been able to address customer concerns and make changes to its business processes to better serve those who need DC DMV services.

In 2013, a customer submitted a request for adjudication for a ticket issued. Prior to the completion of the adjudication process, the issuing agency voided the ticket. DC DMV processed the void; however, the customer notified DC DMV the refund had not been received within the specified time frame. By bringing this matter to the agency’s attention, DC DMV was able to identify a business rule that impacted refunds. Since the customer paid the ticket prior to it being voided, it was suspended for one year due to void batch processing, meaning DC DMV processes void requests in a group. This one year suspension was not processed by the refund program. DC DMV has changed the business rule, so customers who have tickets voided in batch after making a payment will be able to receive their refund within six to eight weeks.

Approximately 450 customers have been impacted by this rule in the past five years. In Fiscal Year 2013, DC DMV adjudicated 351,716 tickets. If a customer has a question about a ticket refund, there are several ways to contact DC DMV (note ticket adjudications, including appeals, should still be handled according to the timelines on the ticket or DC DMV website):

  • Submit an online service request for DMV Refunds Ticket
  • Email DC DMV at dmv@dc.gov
  • Tweet DC DMV @dcdmv
  • Send DC DMV a Facebook message at facebook.com/dcdmv

 With more than 40 online and mail services available, DC DMV encourages customers to “Skip the Trip,” and visit DC DMV on their time.

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The District Department of Motor Vehicles provides service and promotes public safety to ensure the safe operation of motor vehicles. For more information, visit http://dmv.dc.gov. Like DC DMV on Facebook, and follow us on Twitter.