DMV Performance Improvement Report

Introduction & Background The Department of Motor Vehicles (DMV) provides vehicle and licensing services used by four million owners and operators in each of the state’s seventeen counties (Dresang, 2012). The mission of the Dept. of Motor Vehicles reflects its purpose—to provide excellent driver and motor vehicle services and to create a safe environment for its citizens to live, work, and play. However, the current situation of the DMV reflects a frustrating system due to the complicated and time-consuming registration process—the main problem of the state agency. The widespread discontentment of the situation prompted the organization to analyze and evaluate the problem and create three strategies to ratify the issue. The three strategies consist of training workers in processing all documents and payments and issuing license plates, allowing patrons to register online or via mail, and outsourcing vehicle inspections. The goals of the agency are to reduce the volume of in-person renewals by 33% within two years and streamline the in-person renewal process to average a wait time of 15 minutes within two years. Therefore, the purpose of this performance improvement report is to
The decentralized layout of the service centers creates confusion for customers because they must navigate through multiple lines and remember to bring their registration documents. Additionally, the outdated systems and lack of online services require drivers to visit the state agency and have in-person interaction to complete the process. Furthermore, the DMV has inadequate staff levels to manage the different areas of the organization and scheduling conflicts, which results in staff shortages at crucial times. Overall, these factors cause the increased length of time that patrons experience in the vehicle inspection and licensing