DIGITAL TRANSFORMATION
Pioneering Government Transformation
The DMV Human Resources Branch team was recognized for its
work for bringing digital innovation to state operations.
The award reflects the collaboration and creativity of the DMV team to use bold technology modernization to reshape the future of work.
Best of California – Innovation Serving the Public
DMV Wallet and mDL
The DMV developed a secure and convenient DMV Wallet that houses a digitized, mobile driver’s license (mDL) or identification card on a mobile phone, both iOS and Android. As part of a voluntary pilot program, this innovative solution allows as many as 1.5 million Californians to access their DL/ID card via a digitalized version on their mobile device, which can be used as proof of identity at select airport Transportation Security Administration (TSA) checkpoint locations and participating convenience stores.
Best of California – Innovative Use of Data Analytics
Personalized Environment License Plates
The DMV incorporated a new digital review process that ensures personalized license plate configurations that are submitted comply with DMV rules, policies, standards, and checks for profanity. This state of the art solution approves or denies orders, recommends possible configurations to avoid potential denials, and uses a bot to assign license plates to the vehicle through automation.
This business solution doubled productivity, reduced overall team member review time by 60 percent and cut costs in half.
Best of California – Innovation Serving an Agency’s Business Needs
Driver Safety System Modernization
The Driver Safety Branch incorporated an application solution that automates processing for about 20,000 unsafe driver cases each month and the administration of about 1.4 million sanctions per year throughout the state.
It provides support for DMV driving privilege guidelines for unsafe drivers, schedules cases and updates actions imposed against drivers who are facing violations. The application replaces much of the paper and manual aspects of the administration of the Driver Safety program with digital and automated equivalents, such as record retention, reporting, document generation, and management functionalities.
CA DMV Wallet – Mobile Driver’s License
Excellence in Government Partnership Regional Award
California created an open-source wallet (for transparency) that supports multiple open standards from ISO, W3C, OIDF and NIST enable platforms. It uses AI and machine learning to validate the identity of the user prior to issuing the digital credential with a high assurance level.
California is working with law enforcement agencies and public entities to enable the use of the digital credential to replace identity verification steps for remote identity proofing. California is also working with POS marketplace to enable the readers to access the credentials for in-person use cases and with financial industry for online use cases. It is certified with the US Department of Homeland Security Transportation Safety Administration for air travel use.
ELP Intelligent Automation
Innovative Use of Technology – Regional and Int’l Award
The DMV has implemented AI and ML technologies that determine if the requested configuration for a personalized plate is acceptable. This ensures consistency in the decision-making of personalized plates, reducing tedious manual research in a process that has caused inconsistencies and resulted in lawsuits.
The solution ensures configurations are not representing inappropriate language (in global languages), illegal activity, violence, or resemble an existing plate configuration used by the state for regular issued plates.
Disabled Person Parking Placard (DPPP) Modernization
Customer Convenience Award – Regional Award
After a legislative mandate required Disabled Person Parking Placard (DPPP) holders to verify the information after six years, the DMV developed an online option that streamlined the process for more than two million customers. This modernization effort offered a wholly redesigned DPPP system for its customers and staff. The implementation involved significant user experience testing with development based on customer-centered design principles.
Data Forensics – Amy Burks
Fraud Prevention and Detection Investigations Individual Award
As the DMV Investigations Division looks for ways to use data in its modernization journey, Data Forensics team leader Amy Burks helps the department combat fraud.
Amy led the team that found ways to utilize data to identify fraud or misconduct before a consumer could complain, leveraging data from multiple DMV data sources to identify dealers who failed to report a sold vehicle within the 50 days required to transfer a title.
ENGAGEMENT
Best of California – Excellence in Customer Experience
Steve Gordon
DMV Director
DMV Director Steve Gordon champions the needs of Californians by modernizing the department to provide superior service. This includes expanding services that can be completed digitally and reducing transactions that require customers to come into a field office.
Gordon leads by example and encourages team members to pay attention to obstacles they find in the course of their work and to notice sources of repeated frustration from customers and leverage these indicators to improve DMV processes. He recommends that everyone to think critically about how they perform their work – to speak up or even email him directly if they have a better way of doing things.
Best of California – Best Collaboration
DMV Homeless Connect
The DMV partnered with seven governmental agencies and several private organizations to deliver services to California’s most underserved residents. Team members used mobile tables to provide unhoused individuals with free identification cards during several outreach events held throughout Los Angeles County. These in-person events can be life-changing because ID cards allows this at-risk population to acquire government benefits and housing, helping them get their lives back on track.
Best of California – Best Workforce Initiative
Automation Creates Efficiencies for the DMV Team
The DMV Human Resources Branch collaborated with multiple internal business partners to automate and modernize its processes, systems, and technology. As these internal automation and modernization efforts come online, Californians benefit through a more motivated workforce, more efficient operations, and better overall customer service.
These cutting-edge approaches play a critical role in workforce and management development and fostering a culture of continuous improvement and excellence.
California DMV Wallet & Mobile Driver’s License
Advertising – Regional Award
The DMV developed a California DMV Wallet to house a mobile driver’s licenses on a smart phone (iOS and Android) that can be used for identity purposes at airport Transportation Security Administration (TSA) checkpoints. In cooperation with TSA and United Airlines, the California DMV launched a pilot program targeting TSA Precheck travelers flying between San Francisco and Los Angeles.
To encourage participation, the DMV Public Affairs team developed and produced digital signage and posters to be displayed at security checkpoints at both airports. All production was conducted in-house using existing California DMV resources.
California DMV Homeless Connect
Community Service – Regional Award
The DMV made a difference in the lives of homeless individuals by providing them with free identification cards during several outreach events held throughout Los Angeles County in the Spring of 2023. What is unique about this outreach effort is that team members go into areas where the homeless camp to provide this vital service.
The DMV partnered with several California agencies that included the Governor’s Office of Emergency Services, Homeless Outreach Program Integrated Care System Health and Human Services Agency, and the Departments of Transportation, Public Health, Health Services.
DMV Driven – Civil Service Recognition Poster Campaign
Publications and Visual Arts – Regional Award
As part of Public Service Recognition Week in May, the DMV profiled team members on a series of posters to promote the department’s drive to serve the public. Their photographs were accompanied by a business-related message that tied to the department’s mission. The “DRIVEN” posters were displayed in more than 170 DMV offices and on social media platforms.
Customer Service Award
Motor Vehicle Representative Lauren Plines – Regional & Int’l Award
Lauren Plines is a remarkable customer advocacy champion, who embodies the essence of superior customer service and makes her standout contributor within the DMV Contact Center team. In every interaction, Lauren consistently goes above and beyond to resolve customer issues and address their inquiries with exceptional care and dedication.
Lauren has demonstrated her unwavering dedication as a customer advocate, maintaining an impressive 4.9 out of 5.0 customer feedback score from more than 760 customer surveys, which is a testament to her consistent excellence in service. Her commitment sets a standard for her peers, serving as a positive role model within the team.
