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DMV experts simplifying process for customers

A group of 15 subject matter experts (SME) is working diligently behind the scenes to streamline Division of Motor Vehicles processes and prepare for conversion to a new system under the DMV modernization process.

They ”have been performing a superior job during the past year,” explains DMV Administrator Alan Frew. “They have been instrumental in looking at DMV business processes and identifying areas for improvement.”

He cited, as an example, reviewing and reducing the number of standard letters sent to the public. They identified 280 different types of letters commonly sent to customers, and successfully reduced the number by two-thirds. “So in the new DMV system there will only be about 80 letters generated,” Frew said.

The administrator also mentioned several other efficiencies and exceptional service rendered by SMEs:

Providing a thorough review of some 1,500 requirements to ensure alignment with DMV goals as outlined using "PROACTIVE" messaging.
Where misaligned (requirements from one section didn’t match with another section), the SMEs have jointly re-written the requirements and vetted the changes with management to ensure agreement – now about 800 requirements.
Where confusing requirements with previous vendors or among SMEs or management, the team rewrote those as well.
In consultation with management, researched desired updates or changes needed since the last requirements were gathered.
Grew as a team to better understand all areas of customer support across DMV and looked for ways individual units combine to serve customers and to learn ways to better communicate with each other, management, other state agencies and third-party stakeholders.

“This group of 15 hard-working individuals spent the past six weeks closing out work with the previous vendor (3M) and working on the requirements for the new request for proposals,” Frew said. “Their combined expertise represents more than 300 years of DMV experience.”