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DMV modernizes organizational structure and hires new managers

The beginning of 2017 is truly a new year for the Division of Motor Vehicles, with a new management structure unveiled Jan. 29.

The new organizational structure will result in better customer service, increase the knowledge and skill of current employees through training, and provide advancement opportunities now and in the future. The structure is made up of four sections:

Operations – led by Bonnie Fogdall, this effort combines all day-to-day DMV operations (registrations, titles, etc.) and all related transaction and payment processing.

Policy – led by Pat Carr, this effort focuses on business analysis and research of best practices for how the DMV operates. For example, how are other states complying with federal regulations and what pitfalls can Idaho avoid?

Compliance – led by Reymundo Rodriguez, this effort focuses on enforcement of truck and motor vehicles laws and ensures DMV is consistent in the ways rules are enforced statewide.

Supporting, Transforming and Reporting (STAR) – led by Randi Bristol-Hogue, this effort supports the DMV by standardizing and continually improving training, performance metrics and business process in order to enhance customer service, create efficiencies and streamline operations. Technology and new equipment for counties.

Pictured, left to right: Bristol-Hogue, Rodriguez, Carr, and inset is Fogdall.

So what’s next? DMV is focused on developing a new Customer Contact Center as part of Operations. Previously, calls were handled separately for driver and vehicle services. The new contact center will handle 80 percent of all customer inquiries and transactions at the first point of contact.

This month, internal employees will be invited to apply for supervisory and support positions in the contact center. In addition, the other programs will be hiring team members through the end of the year. The restructure allows staff to develop cross-functionality and more efficiently utilize technology.

Employees at every level of DMV were involved in developing the new structure.

“The reorganization is creating opportunities for everyone within the business and this foundation will help us move towards the “new DMV”…a DMV that comes together, that eradicates silos, and works towards the common goal of becoming the best DMV in the nation,” said Tiffani Brown, DMV employee.