3M Aims to Bring Broader Perspective to Solve State Challenges
3M's Government Services Managers offer products, services and solutions to state Department of Motor Vehicles (DMV). But their greatest contribution may be their wealth of knowledge and experience.
In the demanding, quick-paced world of a 3M Government Services Manager (GSM), there is one question that can stop a conversation cold: what happens in the typical day of a GSM?
"Well…" Manuel Moreno said, inserting a long pause – the first in a recent, highly-energized conversation, "I don't think there is such a thing as a typical day for a GSM. Or, if there is, I haven't experienced it yet."
Which makes sense, given the broad job description and the nature of the demands incumbent upon the coveted position. 3M's GSMs must be expert in identifying process efficiencies, improving customer service methodologies and offering modernized products and systems for state motor vehicle agencies.
"I have been in sales and sales management at 3M for 20 years, and I have never worked with a more experienced and capable team," said John Schiltgen, national manager of Government Services. "The GSMs that represent our motor vehicle business are experts at general problem solving and making motor vehicle agencies more efficient."
"This position really cannot be looked at strictly in terms of a sales position," Moreno said. "We do so much more. We work with legislators, IT staff, law enforcement officials, lobbyists, and political stakeholders of every stripe. In so doing, we represent the full line of 3M products and solutions, and, because our product portfolio has expanded so dramatically over the years, our customer base has correspondingly grown."
When the GSM position in 3M's western region opened in the fall of 2012, Moreno leapt at it. "This position offered me an opportunity to work with DMVs from a number of different perspectives," he said.
Moreno is one of 3M's seven regional GSMs; his region covers California, Nevada, Oregon and Washington. He has been with 3M since the company's 2006 acquisition of Archon Technologies, a Denver-based provider of enterprise software solutions for motor vehicle agencies. Moreno was one of Archon's founding employees.
"This is a perfect position for me," he said. "My education and my career prepared me well for this opportunity. I love what I do."
If there is one common thread in Moreno's approach to his work, it's in identifying his customers' pain points and then creating a customized solution for their individual needs.
"What are the problems they're ultimately trying to solve?" he asked. "While they may perceive problems within their municipality, they may not always approach them from a broader perspective. It's human nature to focus on your particular area of oversight. But that's where a GSM can be so valuable to a DMV or a correctional facility. We are able to bring that bigger-picture perspective."
Moreno gives the example in which a state's DMV was experiencing historically high levels of non-compliance in vehicle registrations. 3M helped coordinate an independent study with a local university, thereby identifying the extent of the problem. With metrics and study in hand, 3M was able to offer a cost-benefit analysis for a timely solution.
"If we were to label ourselves, I would call us the problem solvers," Moreno said. "Because of the services we've provided to other states and municipalities, we were in an excellent position to understand how serious this customer's issues were, what solutions were available, and what the ultimate benefits would be to implement a proper solution."
In this, as in all of his customer's challenges, Moreno approaches a task with the mentality of the tri-athlete he is.
"The question becomes, how can I prepare today for tomorrow's end goal," he said. "My thirty-year experience in the software business has equipped me with solid problem-solving skills. I feel happy and accomplished if the client tells me the products have positively impacted the public or the people they serve. If that's what happens, we don't care about being in the background. We look forward to the client regarding us as their partner, not their vendor."
To find out who your Government Services Manager is or contact any of our GSM's click here.