DMV Service Transformation Program

Transcription

1 DMV Service Transformation Program Joint Ways and Means Subcommittee on Transportation and Economic Development Tom McClellan, DMV Administrator Oregon Department of Administration April 15, 2015

2 Business Case Business systems difficult to use Limited online services Error prone, papercentric business processes Inadequate financial and fee reconciliation tools Antiquated document management Expensive to adapt to legislative changes 2

3 DMV system limits enterprise-wide service improvements Financial Institutions State and Federal Government Law Enforcement Insurance Providers DMV Oregon Courts DEQ Record Purchasers Car Dealers SOS Elections ODOJ 3

4 Efficiencies example: Vehicle Title and Registration Today s business process Transaction Field Office Transaction Headquarters Transaction prep'd for entry Address verified & updated Data entry completed Memo produced No Requirements met? Yes Title produced Transaction paired w/ memo Transaction archived or returned Transaction prep'd for entry No Contact needed? Yes Letter written to customer Customer does not respond Customer responds Data entry completed Transaction reviewed Memo produced No Requirements Yes Title No met? produced Requirements met? Transaction paired w/ memo Corrected title produced Title proofread Title mailed to happy customer Title issued in error 4

5 Vehicle Title and Registration Vision for the future Phase I Electronic Application Data Verified Electronically Immediate Correction Fix Electronic Requirements Check Ok Title Ordered Paper Title Title Accurate Mailed Out 5

6 DMV of the future What our customers might experience FROM Waiting in-line Paper-centric, error prone transactions Inflexible systems Limited, manual records access Constraining our business partners Limited ability to continuously improve TO More services online Real-time automated systems Adaptable systems Real-time records access Enabling business partner innovation Culture of continuous improvement 6

7 Service Transformation Program Benefits Improved customer services More efficient business processes Increased flexibility Enhanced fraud protection, business security and controls Real time access to data information 7

8 Technology is an enabler of business transformation Opportunity to reinvent DMV From To Limited & Inflexible Functionality Multiple & Adaptable Functionality 8

9 Budget Request, $30.4 million Key package deliverables Complete readiness planning activities Procure Vehicle Title and Registration system Launch online transaction center DMV2U Procure Point of Sale and Dealer Systems 9

10 Budget Request Policy Package summary Positions, $5.1M 42 Pos/30 FTE Services and Supplies, $5.1M Program Management & Procurement Business Experts SMEs Programmers and Technology Expertise Professional Services Quality Assurance Web Services Capital Outlay, $20.2M Total Cost $30.4 Million Software products Installation and system integration services. 10

11 Approach to transformation Program of manageable projects Biennia: Driver Licensing Records Readiness Planning Vehicle Title and Registration Data management, imaging, point of sale, website (DMV2U) and other interconnected systems 11

12 Approach to transformation Identifying and mitigating risk Learning from the past Benchmarking best practices Rigorous project management Effective communications 12

13 Approach to transformation Open, transparent accountability and governance External Strategic Advisory Group Strategic Communications Stakeholder Engagement Enterprise Risk Management ODOT and DMV Steering Committees Strategic Prioritization and Oversight Resource Attainment and Allocation Issue Resolution and Change Management DMV IT User Council Project Management (scope, schedule, budget) Risk Identification and Mitigation Project Team Prioritization and Coordination 13

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