Imperatives and trends reshaping DMV operations
Motor vehicle and driver licensing agencies are the "front door" to important set of government services. Having operated largely in a traditional 'office' model where customers had to visit the local branch office and were serviced by employees using legacy IT systems, motor vehicle and driver licensing agencies are transforming into a new age model where they can deliver a variety of services and products (vital records etc.) to customers through the channel of their choice and modern, agile, secure and efficient IT systems.
What is driving this transformation and what would the motor vehicle and licensing agencies look like in the next few years?
Based on my experience in the DMV space and the conversations with jurisdictions at various American Association of Motor Vehicle Administrators (AAMVA) conferences, I believe the following are some of the key imperatives that are shaping the future for motor vehicle and driver licensing agencies - customer-centricity; data sharing & collaboration; new technologies like AI, self-driving vehicles; evolving regulations & enforcement; and pressure to optimize operations.
Most agencies recognize the impact of these imperatives and are investing in the following key initiatives to deliver a comprehensive, secure and seamless experience to their customers and staff.
- Modernization of key IT systems & processes- Agencies are transforming their legacy driver licensing, registration and enforcement systems into modern, agile, customer-centric systems built on one-client, one-record model. This remains a top priority for many agencies as they look to create a solid foundation and be ready for the 'digital' future.
- Participation in State-to-State initiative- AAMVA sponsored service offers a means for states to electronically check if an applicant currently holds a driver license or identification card in another state. This can help increase security and realize jurisdictions' vision of one-driver, one-license.
- Managing changes to self-identity - Agencies capture gender and use it to determine identity. This is also a requirement of Real ID. Traditionally, the gender has been binary - male and female. This is changing as customers in certain jurisdictions have an option to register their gender as non-binary. This presents a serious challenge to the agencies and they are responding by rethinking their business processes and adopting technologies like facial recognition.
- Going mobile - Instead of getting people to visit the DMV offices, jurisdictions are taking their DMV offices to the people. From 'DMV office on wheels' to 'DMV in a trunk', jurisdictions like Virginia and North Carolina are adopting innovative mobility solutions to increase reach and service.
- Getting ready for autonomous vehicles- Self-driving vehicles are already on the road and will only become more popular. Motor vehicle and driver licensing agencies are working with multiple partner agencies to define guidelines and framework for regulation of these vehicles, licensing and testing of drivers, and safety of all the users.
The list is not exhaustive but covers the top priorities. There are many other initiatives as well like AI, automation, Car2Car etc. which the agencies are investing in. In my next few posts, I will discuss some of these top initiatives in detail and outline practical approaches to manage them.