1. NEW MEXICO INTERACTIVE REPORT 2012
INSIDE
Payment Processing.. .......... 2
Web Stats.......................... 3
Marketing Awards.............. 4
Executive Summary NMI and the New Mexico Taxation
N in making the New Mexico Taxation and
ew Mexico Interactive’s mission is to assist and Revenue Department –
Revenue Department (TRD) and Motor Vehicle A Winning Combination
Division (MVD) more accessible and responsive
N
to the citizens and businesses of the state of New ew Mexico Interactive (NMI), the New Mexico Taxation and Revenue
Mexico. Providing streamlined online services Department (TRD), and the Motor Vehicle Division (MVD) built upon the
increases customer satisfaction and improves successes of the past three years in 2012 through the deployment of new
government efficiency. Through eGovernment, online services, as well as ongoing enhancement and maintenance of existing services.
New Mexico citizens, businesses, and government NMI has continued to work with TRD, providing consulting, project management,
partners can interact with TRD and MVD any business process redesign, application development, and hosting and maintenance of
time and from any location. secure, reliable, and innovative applications that assist in modernizing MVD processes,
In May 2009, through competitive bid, the generating revenue, and augmenting the agency’s customer service efforts. NMI,
TRD entered into a public-private partnership TRD, and MVD have collaborated to build more than 30 high-impact online services
with NICUSA, doing business in the state of that have generated additional revenue for the agency and improved communication
New Mexico as New Mexico Interactive, LLC, between the agency and its customers. NMI has worked closely with the TRD and
to provide eGovernment services, website MVD to support the agencies’ customer service efforts by launching services such as
hosting, and secure dissemination of MVD Feedback and Contact Us utilities, a field office appointment-setting service, small
data to approved users. Through TRD’s business driver monitoring, and a service that allows individuals to request their
leadership and alliance, in just three years the personal driver history records. Additionally, NMI, the TRD, and MVD worked
agency has received national recognition for its together to redesign their websites, which incorporate many new features and Web 2.0
achievements and has deployed more than 30 functionalities. The MVD website gained the agency recognition in 2010, winning a
high-impact online services. n | continued on page 4 |
2. Payment
Community Involvement
Processing
T
he NMI team as a whole expressed a strong interest in personal wellness
NMI won an invitation to bid for
New Mexico’s statewide price
agreement for online debit/credit card payment
as well as activities that will help the local community. Six members of
the NMI team participated in the 2012 Ideal Weight Challenge, and
the same group is participating in 2013. This year, the group will also have lunch
processing. This enables any government together and go for a walk once a week.
agency to use NMI for payment processing NMI volunteered at a local Santa Fe charity, The
services without having to go through an Food Depot, during the holiday season, and plans
RFP process. As most of the state’s databases to volunteer on at least a quarterly basis throughout
and infrastructure are residing on antiquated 2013. We selected The Food Depot because of its reach
mainframe systems, New Mexico has very few and its efficiency as a nonprofit. The Food Depot
options for paying for government services serves tens of thousands of people in need through
online. NMI’s inclusion on the statewide price 120 nonprofit partner agencies in nine Northern
agreement enables agencies to make services New Mexico counties. Each month, they distribute
such as the purchase of hunting and fishing an average of 300,000 pounds of food and household
licenses, environmental permits, child support products. In 2009, the food distributed was enough to
payments, etc., available online for the first provide nearly 4 million meals.
time ever. Because the need is so great and resources are
We have met with several government always so scarce, The Food Depot is committed to operating as productively
entities to provide the above-mentioned and efficiently as possible, and minimizing the money spent on administrative
services, and are currently finalizing the overhead. Ninety-five cents of every dollar goes to feeding people in need.
contract with the Child Services Enforcement Another important source of productivity is the labor its hundreds of volunteers
Division of the Health Services Department provide. Last year, the more than 4,000 hours of service volunteers contributed
to provide online debit/credit card and saved more than $75,000 in labor costs, enough to provide 300,000 meals. For every
eCheck payment processing for child dollar donated to The Food Depot, it is able to return $5 in food to the community.
support payments. n
Mandi’s Profile
“n addition to handling approximately
I
M service manager since September 2010. She is an
andi Mendoza has been NMI’s office and customer
200 customer inquiries a week, Mandi
exemplary member of the NMI team, and her warm, friendly
attitude and professional behavior make her a favorite among
has become an invaluable resource for
agencies and customers alike. Mandi continually documents the staff of NMI.”
and implements numerous processes and procedures to
make sure all aspects of managing NMI’s customers and billing Her favorite part of her job at NMI is planning events,
run smoothly each month. In addition to handling which she does with great success. She has coordinated
approximately 200 customer inquiries a week, Mandi has events ranging from staff retreats to a GM Conference. Her
become an invaluable resource for the staff of NMI. She’s also most visible and successful event to date was the 2011 GM
contributing to the list of Frequently Asked Questions Conference, which was held in Santa Fe. Her leadership role
for the VRS application, and continually contributes to in planning and customer satisfaction has been a uniquely
management efforts to improve processes for NMI. outstanding aspect of her career with NMI.
2 | NEW MEXICO INTERACTIVE REPORT 2012
3. Web Stats MVD 2011 vs. 2012
Visits 2011 Page Views 2011
NMI optimized all online
applications and the
TRD and MVD websites for mobile
Visits 2012 Page Views 2012
devices in 2012. The number of visits the
MVD received from mobile devices more 0
1 mil. 1.5 mil 2 mil. 2.5 mil 3 mil. 3.5 mil 4 mil. 4.5 mil. 5 mil 5.5 mil. 6 mil.
than doubled from 2011, increasing
from approximately 58,000 to more % new visits: 2011 - 59.37% vs. 2012 - 58.13%
than 134,000 in 2012. The MVD website
also had an increase of approximately
400,000 visitors in 2012 – 58 percent
were new visits – and page views
increased by more than 700,000.
Narrative will not be provided for
the TRD website as Google Analytics
didn’t track the TRD website from
March 14 through April 8, 2012.
TRD 2011 vs. 2012
Visits 2011 Page Views 2011
Visits 2012 Page Views 2012
2 mil. 2.5 mil
0
1 mil. 1.5 mil 3 mil. 3.5 mil 4 mil. 4.5 mil. 5 mil 5.5 mil. 6 mil. 6.5 mil.
% new visits: 2011 - 45.54% vs. 2012 - 44.86%
NEW MEXICO INTERACTIVE REPORT 2012 | 3
