Customer service expectations and program policy are challenging the people, business processes and technology infrastructure that, in many state departments of motor vehicles (DMVs), have been in place for years, stretching many DMVs to their limits. Administrators know that further transformation can only be achieved through continual improvements to processes and technology, and the enhancement of people and partners’ skill sets. It is clear that fundamental transformations are necessary to improve customer service operations and meet the strategic business objectives of a 21^st century organization.

Deloitte has learned that the target strategic business model for DMV leaders is a secure, customer-centric business model that leverages business partners and technology, minimizes risk, maximizes efficiency and enhances delivery. The paper below outlines the challenges today’s DMVs face, as well as Deloitte’s approach to modernization, providing insight on the following:

• Evolving role of the DMV
• Leading practices
• The REAL ID Act
• Fraud, security and privacy controls

To learn more about Deloitte’s approach to modernizing the DMV, read the paper attached below.

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