NASCIO 2014 Government to Business

Transcription

1 NASCIO 2014 Government to Business 1. Title: Vehicle and Dealer Registration System (VADRS) 2. Category: Government to Business 3. Contacts: David G. Fletcher, Chief Technology Officer, Utah Department of Technology Services (DTS), Steve Coons, IT Director Supporting the Utah State Tax Commission 4. Project Initiation and completion date The project began in July 2012 and was completed October 15, 2013

2 Executive Summary The Tax Commission, partnering with the Dept. of Technology Services, is no stranger to the development of new systems, and this includes the recent ambitious goal of a new motor vehicle system and motor vehicle enforcement system. When the DMV and MVED began this project, everyone believed it would be an amazing feat if they could accomplish it in the 15 months designated. With a tight schedule and complicated issues at hand to build this groundbreaking system, many had skepticism it could be done. The new system was named VADRS. The project went live on October 15, 2013, on time and on budget, and has become a model to many other states for efficiency, organization and success. Annually, these processes include: 2.5 million titles and registrations; 2,700 dealership and body shop licenses; and 12,000 sales person licenses. Through the MVP website customers can: manage vehicles and MVED business licenses; make DMV payments; order personalized plates; renew disabled placards; and renew commercial fleets. The 24 county offices who perform DMV functions had to buy in and be willing to make the big change. Over 300 people state wide were trained including state branch DMVs, county run DMV s, and third party users of the system. A monumental 123 interfaces were created, including the Department of Public Safety (DPS) and local law enforcement agencies. The VADRS team diligently implemented this revolutionized process and met each challenge with creativity and tenacity. This atmosphere of teamwork led to a leading edge program, bringing customer service to a higher standard, while reducing costs. VADRS is built upon the GenTax platform, but is a separate instance of the application from the tax implementation. GenTax is designed to support configuration of almost all aspects of the system, including returns, letters, penalty, interest, transactions, customer types, workflow, screen layouts, window flow, and much more. There are very few aspects of GenTax that cannot be adapted to fit the way DMV and MVED run their businesses.

3 Business Problem and Solution Description This system is used to administer the motor vehicle titling and registration functions as well as the vehicle dealer registration and licensing functions at the Tax Commission. The primary customers are the Division of Motor Vehicles (DMV) and the Motor Vehicle Enforcement Division; however, the user community includes some county staff and third parties (such as UII, IDS, rental car companies and motor vehicle dealers). Also, the motor vehicle data is shared with multiple government agencies and third parties (i.e. DPS, DWS, UDOT, RLPOLK, etc.) System was built with PowerBuilder in the late 90 s upgrading would require a near complete re write and the version it was in would not allow upgrades to current operating and database systems. Many new business requirements could not be met without a re write. Difficulty in providing support staff for the aging technology stack The decision was to either re write the existing system or attempt to purchase a COTTS solution. There have been many failures in DMV system replacements so this was a risky venture. When FAST Enterprises or tax system vendor (GenTax) approached the agency regarding their movement into the DMV environment the agency began to explore moving forward. Through 8 Gentax rollouts the agency had never had a late or over budget project so they felt more comfortable moving forward with Fast. The project was organized with a steering committee comprised of representatives from Tax, Public Safety, Utah Interactive, and Fast. A PMO met twice weekly during the project to provide oversight. Product Features and Descriptions Feature Description Title & Registration Impounds Temporary Permits Disabled Placards Cashiering Allows on line, real time titling and registration of vehicles, watercraft, off highway vehicles, trailers and aircraft. Also allows annual renewals of registrations. Also generates letters and manages vehicles for sale. Tracks and manages impounds of vehicles, watercraft and trailers. Allows purchase of various kinds of temporary permits. Issues, prints and allows renewal of disabled placards. Tracks money collected via cash, checks or credit/debit cards for each transaction. Also does drawer balancing, financial reporting, and tracks shipment openings, closings and postings for each office.

4 Inventory Credit Card Processing Reporting Imaging Address Validation Motor Vehicle Portal Tracks inventory shipped, accepted, assigned to workstations and issued to owners/vehicles. Inventories tracked include titles, plates, decals, temporary permits, disabled placards and State numbers for watercraft and OHVs. Credit cards are processed through Verifone s etim process for authorization from contract agency (Paymentech). Captures, and stores electronic signature and receipt information from credit card device and allows for retrieval of receipt information. The credit card information never exists in an un encrypted state on the State network or servers. The credit card machines exist on a separate VLAN and only interact with the etim server. The etim server reside in a PCI DMZ and communicates with the credit card machines, the VADRS workstations, and through VeriFone with the contract agency (Paymentech). Generates reports for counties, offices, accounting and administration to assist with the above features and the managemen of workflow and data integrity. Generates reports for legislative inquiries. Allow storing, retrieval, and printing of documents that have been imaged. Validates addresses when entered. The following transactions can be completed using the public facing Motor Vehicle Portal or MVP E Liens Financial Institutions can add themselves as a lien holder of a vehicle record. They can also release their lien electronically. They also receive electronic titles instead of paper titles. E Reminders Updates MVA with information of customers who have elected to participate in receiving an renewal reminder instead of a printed reminder notice. Ordering of personalized plates. Reporting a vehicle sale Request a DMV refund Address Changes Fleet Renewals Renewal of Disabled Placards Renewal of MVED Dealer/Business and people licenses Sale of MVED permits Curbstoner reporting

5 Motor Vehicle Dealer and Salesperson Directory Upload monthly dealer report of sales Renewal Express (REX) Renewals processed through the Internet by the public. REX is supported via a VADRS webservice. On The Spot (OTS) Renewals processed through emissions stations. OTS is supported via a VADRS webservice. TLR access stores data of what MVA data has been accessed through the TLR application used by authorized third parties; i.e. financial institutions, private investigators, etc. (UII developed front end, data comes via a VADRS webservice. GenTax (fleet renewals, registrations and address changes as well as Sales Tax distribution data) NMVTIS On line two way lookup of title information. Nightly files are sent and received with title transaction information. Drivers License and Insurite (registration cancellations) are supported via files received from and sent to Public Safety and Insurite. County systems (update MSRP and tax areas). This process is supported by providing daily files specific to each county and processing return files provided by the county. There are also reports ed to the counties that contain the same detail. Public Safety (UCJIS) lookup of DMV data by Law Enforcement entities through a webservice. UDOT lookup of DMV data through a webservice. US Postal Service Address Change Service (ACS) (updates records with address changes registered with the Postal Service) NCIC Checks all title and impound records against the NCIC database to determine if vehicle has been reported stolen, and updates MVA to prevent titles from being issued or vehicles from being sold at auction. E Impounds Web service application that allows tow companies and law enforcement to enter an impound record and have it entered immediately in MVA. This is provided through a webservice that is used by UII to provide the service to the towing companies and is also used through UCJIS to provide this capability to law enforcement. Updates other systems with the results of activity in VADRS. These include: FINET (posts revenue from a day s motor vehicle transactions) Drivers License sends information regarding insurance

6 revocations. The 24 county offices who perform DMV functions had to buy in and be willing to make the big change. Over 300 people state wide had to be trained including state managed branch DMVs, county run DMV s, and third party users of the system. Equipment had to be changed and upgraded. A monumental number of 123 interfaces were created between the new system and the Department of Public Safety, DOT, law enforcement offices, and county offices. Users of the system include state employees, county employees, third parties (car dealership and emission station employees) and law enforcement. Of the 34 DMV offices 10 are managed by the state the other 24 by the individual counties. Training was provided through CBT s followed by regional training on general operations and lastly training on specific duties. Over 400 individuals were trained across the state. Testing involved over a hundred testers cycling through in groups of about 40. Testing was run 4 days a week and involved over 56,000 testing scenarios. This project was delivered successfully on time and on budget. The old system delivered information to our partners at UII and Law Enforcement through file uploads on a nightly (Law Enforcement) or monthly (UII for online and emission stations) basis. The new system moved these processes to web services allowing real time renewals and look up to the public and law enforcement. This makes renewals more accurate and easier for the public and law enforcement data more timely and accurate. Significance Implementation of the Vehicle and Dealer Registration System has added many new online services for both business and the public through a secure, easy to use portal. VADRS runs motor vehicle administrative and internal processes. It also handles the citizen s Motor Vehicle Portal (MVP) back end processes. It automates and simplifies current procedures for faster and more secure customer service and workload tracking. In addition, the system distributes multiple types of revenue and fees to hundreds of state and local funds. Annually, these processes include: 2.5 million titles and registrations 2,700 motor vehicle dealership and body shop licenses 12,000 sales person licenses Through the MVP website at mvp.tax.utah.gov, customers can: Manage vehicles and MVED business licenses

7 Make DMV payments Order personalized plates Renew disabled placards Renew commercial fleets These services give customers more control over where and when they do business with the Motor Vehicle Division. They are streamlined for easy use and most processes require no registration. The new system includes 123 interfaces, which allow users to access motor vehicle records in a real time environment. Users benefiting from this instant access include the Utah Department of Public safety, the Utah Department of Transportation and Utah county governments. Because of the complexity of the system and sensitive nature of the information it contains, over 50,000 test scenarios were created to insure its integrity prior to going live. Benefit of the Project Overall, the automation of services provided through VADRS already saving state government over $13 million a year. As utilization of VADRS new services continue to grow and agencies adapt their business practices to reflect these process changes, this amount will also increase. The VADRS System provides some great benefits for the state of Utah, including: Online licensing for vehicle salespeople. This new process saves the state over $168,000 per year. Individuals and businesses can now manage multiple vehicles through a single interface, simplifying their process The consolidation of all vehicle related services into a single portal makes it easier for users to find and access all of these services. A total of 1,177,292 vehicle license renewals were performed online in The new system is easier to maintain and has a more efficient infrastructure. The new system upgrades security and tracking of transactions and user activity. The Fast solution went live in Utah in a two week period. Three other states are now involved in projects to bring this solution to their DMV s making this a system that is in place in multiple US jurisdictions. Rolling out successfully across a three day weekend with the conversion of over 5 million vehicle records and 2 million owners, 300 users, and over 129 interfaces was a challenge successfully met. The VADRS System is built in a way that aligns with many of NASCIO s priorities. For example, VADRS runs on the shared private cloud platform supported by DTS which not only saves money, but also allows the system to scale dynamically adding storage and server capacity as needed.