Gem State Wire

When Jeremy K. Wickard joined the Idaho Transportation Department (ITD) in July 2019, he brought extensive experience, including his time as an IT technician at state prisons. This role taught him the importance of addressing communication gaps, a lesson he applied to his work at ITD. Inspired by a manager's suggestion to have his own tracker for public feedback, Jeremy aimed to make ITD services more accessible and efficient.

The result was the Public Issue Tracker (PIT), designed to log and resolve public concerns. Officially launched in December 2024, PIT is powered by Microsoft’s Power Apps and enables ITD’s DMV contact center to capture and track issues ranging from navigating the ITD portal to understanding DMV services. “I wanted to provide clearer communication and actionable feedback,” Jeremy explained. “Not everyone speaks the language of statutes and codes, so this helps us meet people where they are.”

Jeremy credits much of PIT’s success to his collaboration with Nicole Long, a colleague and DMV Program Specialist whose innovative thinking filled critical gaps during development. “Working with Nicole has been a blessing," Jeremy said. "Her ability to think outside the box is amazing." Together, they created a system that empowers the public while improving efficiency for ITD’s contact center.

The PIT has transformed ITD’s DMV contact center, which handles over 900 calls daily with just 13 agents. The tracker ensures faster responses, leading to performance metrics that exceed expectations. Beyond improving operations, Jeremy envisions incorporating virtual communication tools like chat.

Despite its early success, PIT is still evolving. Jeremy and his team are considering expanding its use beyond the DMV into ITD’s broader framework. “This is about more than resolving issues—it’s about fostering trust and creating a better experience for Idahoans,” Jeremy said.

As ITD enhances its public services, Jeremy’s work with PIT exemplifies innovation making a tangible difference for Idahoans.

Huge shout-out to all members of the DMV contact center who contributed: Carly Mazurek, Cindy Francke, Jennifer Barraza, Karina Simental-Smith, Keenan Wallace, Lisa Helton, Lori Rowell, Melanie Metzger, Michelle Radford, Olga Nosalskaya, Scott Cates, and Theresa Thomas.