B. Executive Summary. Category: Digital Government: Government to Citizen Page 2 of 6

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2 B. Executive Summary Through MyDMV it is now possible in New York State for there to be a citizen single logon for a multitude of programs, services, and applications across state agencies. MyDMV is the first application in New York State to take advantage of the high assurance identities managed by NY.Gov. MyDMV is a custom built Internet-based portal that allows customers of the New York State Department of Motor Vehicles (DMV) secure access to personalized online services. Through MyDMV, individuals can use a single log-on for a multitude of programs, services, and applications. MyDMV allows two-way communication directly with its customers, lessening the expense of mailing notices of renewals and other vital information. The program allows customers to complete transactions digitally in realtime, rather than take up to two weeks to have it processed through the mail. Additionally, MyDMV positions the State and the agency to be more agile and cost effective. At latest count, MyDMV had more than 75,000 registered customer accounts as of May The NYS Department of Motor Vehicles partnered with the NYS Chief Information Officer/Office for Technology (CIO/OFT), as well as other NYS agencies participating in a statewide Enterprise Identity and Access Management (EIAM) Program. EIAM provides for the sharing of citizen remote access accounts across multiple participating agencies. In a more strategic sense, MyDMV is part of a larger movement to implement a statewide infrastructure of policies, procedures, and technology to provide and manage digital identities for users of state government online services. The Enterprise Identity and Access Management (EIAM) initiative through NY.Gov governs the identification and registration of users, and the management of identity credentials that are trusted by participating state entities. The architecture and policies established by MyDMV will have significant impact on the New York State Enterprise. Enterprise Identity and Access Management is identified as a technology priority for the state, for both public facing and internal applications. The program creates a solid foundation to develop new services for New York State citizens, businesses, and visitors; whether they are transacting business with DMV or another state agency. MyDMV opens up many new capabilities to further engage online customers and enables more secure transactions by providing capabilities to push notifications to customers, such as vehicle inspection reminders as alternatives to paper. In addition, given the statewide trust model, DMV can now serve as a registration authority for other entities needing to verify citizen identity to enable more secure online transactions. Page 2 of 6

3 C. Description MyDMV is a custom built Internet-based portal allowing customers of the New York State Department of Motor Vehicles (DMV) secure access to personalized online services. MyDMV leverages the Enterprise Identity and Access Management (EIAM) infrastructure of NY.Gov. Issue: Over the last 10 years, the DMV has developed more than 40 public online transactions and services. The transaction services have been limited to anonymous access by DMV customers, augmented by a challenged response to establish a confidence level for minimized access. Additionally, as NYS citizens demand more self-service capabilities, more agencies are developing higher trust accounts for citizens. Inconsistencies in the access requirements, and the inconvenience of multiple accounts that are needed to use the online citizen services provided by various agencies present a growing problem for the citizen. Given privacy laws and the need to secure private information, DMV was seeking a way to enable customers to perform secure real-time online transactions otherwise requiring telephone calls, visits to a DMV office, or paper mailings. Additionally, the costs associated with DMV mailings to customers are significant; currently, DMV mails more than 15.5 million pieces of information annually. Even with the online registration option, more than 2.5 million vehicle registrations continue to be processed annually at the DMV mail processing center. Solution: Establishing citizen accounts with a higher identity trust level introduces new opportunities to eliminate the repeated entry of secured information by a citizen to access their DMV services, allows for targeted content through multiple channels to the customer based on their need, and enables the expansion of services to support more complex, higher security interactions with the customer. DMV decided to create a personalized portal for completely secured online transactions for individual citizens. Through MyDMV individuals can use a single log-on for a multitude of programs, services, and applications across state agencies. MyDMV also allows the DMV to communicate directly to its customers, lessening the expense of mailing notices of renewals and other vital information to them. Timeline September 2008: Initial MyDMV project scope developed and approved. Winter 2009: DMV analyzed analytical tools to provision and manage a directory of online users. Spring 2009: DMV met with interested parties about identity manager user licenses. Page 3 of 6

4 Summer 2009: DMV analyzed potential applications to estimate the number of licenses needed. Spring 2010: DMV purchased licenses for an initial three year period. Spring 2010: Business requirements and rules were developed for MyDMV services, as well as the initial application. July 2010: A Memorandum of Understanding was finalized between DMV and CIO/OFT regarding Enterprise Identity Management. August 2010-November 2010: MyDMV went live with the Teen Electronic Event Notification Services (TEENS). TEENS notifies the parent of a driver under age 18 when specific events are added to the driver records of the teen. The current events include traffic tickets issued, traffic violation convictions, motor vehicle accidents, driver license suspensions, and other actions. TEENS notifications cease when the teen reaches age 18. September 2010: A MyDMV Guidance Team was established, composed of DMV executives and managers to set overall strategy and direction. October 2010: The Enterprise Identity Management Governance Authority Policy and the New York State Identity Trust Model Policy were issued by CIO/OFT. October 2010: A User Experience Team was created, tasked with: Benchmarking public and private Customer Relationship Management Solutions; Refining style guidelines for MyDMV applications and services; Developing usability guidelines for MyDMV applications and services; Identifying key performance metrics, in addition to identifying areas for MyDMV improvements and/or expansion of services; and, Developing and executing a coordinated marketing plan for MyDMV applications and services. December 2010: A new transaction, Web Address Change, was included on MyDMV. Customers who sign up for a MyDMV account can update, online, the addresses on their DMV license and registration records. When customers select the Web Address Change application, MyDMV displays their current addresses as they appear on DMV records, and allows customers to choose the records to be updated. MyDMV displays successfully updated addresses and also sends customers a confirmation . Having the NYS Identity Trust Model Policy in place provided DMV the confidence to offer this transaction securely. D. Significance The NYS Department of Motor Vehicles partnered with the NYS Chief Information Officer/Office of Technology (CIO/OFT), as well as other NYS agencies participating in a statewide EIAM Program, which provides for the sharing of citizen remote access accounts across multiple participating agencies. In a more strategic sense, MyDMV is part of a larger movement to implement a statewide infrastructure of policies, procedures, and technology to provide and manage digital identities for users of state government online services. The EIAM initiative through NY.Gov governs the identification and registration of users, and the management of identity credentials that are trusted by participating state entities. It is Page 4 of 6

5 now possible in New York State for there to be a citizen single log-on for a multitude of programs, services, and applications across state agencies. NY.Gov is established and coordinated through CIO/OFT. MyDMV is the first application in New York State to take advantage of the high assurance identities managed by NY.Gov. DMV is the first to offer citizen services under the new program with the launch of MyDMV, and as a recognized NYS Registration Authority (RA), has also developed DMV identity verification services for use by other participating agencies that are interested in supporting self-service accounts that are higher trust (trust level 2). E. Benefit of Project The costs associated with DMV mailings are significant; currently, DMV mails more than 15.5 million pieces of information annually. From these mailings, more than 30 percent of DMV registration customers opt to process their renewals online, totaling 1.5 million transactions annually. With the introduction of MyDMV both citizens and the agency are able to reduce spending on such transactions. It also significantly decreases the number of trips customers must make to a traditional brick-and-mortar DMV office, phone calls to DMV s Customer Service Representatives, and mail that must be manually processed. The online service is much faster than traditional service channels. Customers can have their services completed in real time, rather than take up to two weeks to process through the mail. Though the MyDMV service has yet to be advertised 1 and promoted beyond its appearance on the DMV website, it has been live since the summer of 2010, and approximately 75,000 accounts are currently in use. Daily, there are new account enrollments with approximately 3,000 total MyDMV visits. It is projected that MyDMV will generate 500,000 paperless renewal enrollees over the next three years. The five year potential volume is over two million enrollees. Current metrics indicate MyDMV is already a success. Within a month of the soft launch, MyDMV had over 20,000 enrollments, including over 17,500 address changes. More than 1,500 new MyDMV accounts were created the first day. In comparison, DMV typically receives 1,200 address change cards via mail each day. Customers are discovering MyDMV through informal channels such as visiting the DMV transaction page or finding it through web search engines. It is also anticipated that compliance with New York State Motor Vehicle laws, rules, and regulations will increase as a result of MyDMV. For example, prior to MyDMV, DMV could not provide certain kinds of information to customers, such as when their annual inspections were due, because the costs were prohibitive. However, now, through MyDMV, customers can be electronically notified when their annual vehicle inspections are due and less motorists will be ticketed or penalized for lapsed inspections. 1 A formal press release and advertisement plan is intended for June Page 5 of 6

6 MyDMV positions DMV to be more agile and cost effective in the future by enabling the agency to offer customers more secure online services, such as the ability for customers to: Order certified electronic copy of personal driver abstract in real-time, 24/7. Submit electronic motorist accident reports. Be alerted (via text and ) and able to view online, the real-time status of their own record and business with DMV. The further expansion of MyDMV services will continue to generate efficiencies for DMV, the public, and the New York State IT Enterprise. The MyDMV portal leverages a statewide shared accounts platform for authentication, and manages authorization to internal services using an agency CRM directory (LDAP). The solution is a culmination of several initiatives that have positioned DMV to implement a rich set of services and capabilities in a short timeframe. Identity and access management, master data management and service oriented architecture strategies have been foundational enablers for extending internal systems to MyDMV, and four secured services were recently launched as part of the solution: Teen Electronic Event Notification Service (TEENS), Paperless Reminders for Inspections and Registration Renewals, Request for Restoration After Revocation, and Change DMV Mailing and Residence Addresses. The program creates a solid foundation to develop new services for New York State citizens, businesses, and visitors; whether they are transacting business with DMV or another state agency. MyDMV opens up many new capabilities to further engage online customers, to enable more secure transactions, and by providing capabilities to push notifications to customers, such as vehicle inspection reminders, as alternatives to paper. In addition, given the statewide trust model, DMV can now serve as a registration authority for other entities needing to verify citizen identity to enable more secure online transactions. Page 6 of 6