The Path to Digital DMV

According to the Organization for Economic Co-operation and Development (OECD), “digital transformation has empowered users and providers and made it possible for them to choose how to access or deliver a service, how to communicate, when to engage on policy areas or issues, which social groups to join or business areas to invest in, and how to participate more actively in local, national or even global challenges.”

The greatest challenge for the Departments of Motor Vehicles (DMVs) is to meet these new expectations. Digital transformation for DMV requires more than merely introducing new technologies. New digitally enabled approaches, supported by the necessary changes in the public sector culture, need to be implemented if DMVs are to successfully meet the needs and demands of citizens and businesses.

Meeting these customer expectations will require an overhaul of traditional organization structures, governance, business workflow processes, culture, and attitude. It requires an expanded vision from policy makers of how public services function, the way that DMVs provide services, and the business models in place followed by employees. This paper discusses how digital DMVs should operate and how should they navigate their digital transformation.

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