Department of Motor Vehicles Strategic Plan: 2021-2026

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Our Mission

Deliver an outstanding experience to all our customers, powered by our people and technology.

Our Vision

We proudly serve the public by licensing drivers, registering vehicles, securing identities, and regulating the motor vehicle industry in pursuit of public safety.

Our Core Values

S – SERVICE – Striving for Customer-Centric Service

T – TRUST – Earning Trust

R – RESPECT – Upholding Respect

I – INNOVATION – Pushing for Innovation

D – DEVELOPMENT – Prioritizing our People Development

E – EXCELLENCE – Delivering Excellence

DMV Goals

The DMV employs nearly 10,000 dedicated public servants and is focusing on investing in that workforce. The DMV is also focusing on attracting and retaining talent, enhancing team members’ capacity across the organization, and providing modern training and technology.

This Goal’s objectives will move the DMV toward becoming an organization that its people, both present and future, are proud to call their place of work.

Objectives:

  • Develop DMV into a desirable and dynamic employer
  • Increase overall employee engagement
  • Increase employee engagement in customer-facing roles

As technology has continued to evolve, the expectations and preferences of customers have also changed. Today’s customers expect instantaneous service and information to be readily available.

This goals objectives will expand existing service channels and facilitate the ease and convenience of self-service. These changes will help reduce wait times and allow team members to be more customer-focused when completing complex tasks.

Objectives:

  • Substantially increase services outside of the in-person channels
  • Increase ease of completing all transactions
  • Increase completion of all transactions outside the in-person channels

Emerging technologies give the DMV access to more real-time information that can be shared across a multitude of platforms. With this increased access comes the possibility of new threats to customers’ information. As the DMV transitions to more modern and intuitive platforms to meet customers’ needs and preferences, it must also ensure their information is protected.

This goal’s objectives will help the DMV develop a strategic approach to data in governance. They will also bolster privacy and security practices as DMV continues to adopt new technologies.

Objectives:

  • Substantially increase the portion of the IT portfolio offered on standard platforms
  • Increase enterprise visibility through integrated, connected systems with an ability to monitor in real-time
  • Centralize the enterprise-wide data model to provide timely business intelligence
  • Increase privacy and security capabilities across the enterprise

As DMV adopts new technologies and processes, it will realize value and efficiency resulting from these innovations, and its team members will be well-equipped to meet and exceed
performance goals.

This goal’s objectives will bring tools and systems to the DMV to measure and manage performance. They will reveal how DMV is performing as an organization by establishing performance baselines and industry benchmarks.

Objectives:

  • Increase the quantitative measuring of productivity and performance
  • Increase productivity to surpass industry benchmarks for service delivery

The DMV will offer a variety of critical services throughout the State and will accommodate the varying needs of customers. It provides services to the most populous state in the country and is often the government agency Californians interact with the most.

This goal’s objectives help DMV better understand customers’ needs and improve their journey through its services. These objectives will help build customer trust and satisfaction in DMV’s integral government services.

  • Increase overall customer satisfaction
  • Apply a human-centered design approach to all new services and products

How Big is DMV?

  • Locations: 231
  • Employees: 9,527
  • *Registered Vehicles: 33,768,367
  • *DL/ID Cards: 29,067,936
  • **Total Transactions: 76,659,686
  • Auto Clubs: 175
  • Business Partner Sites: 4,389

*Statistics as of January 1, 2016
**Includes all transactions across all available service channels including field offices, online, and contact centers

Where Does the Money Go?

  • Local Government (cities/counties): 36.1%
  • California Highway Patrol (CHP): 21.4%
  • DMV: 12.3%
  • State Highways (CalTrans): 24%
  • California Air Resources Board (CARB): 1.3%
  • General Fund: 0.5%
  • Environmental Agencies: 0.5%
  • Department of Justice (DOJ): 0.3%
  • Other State Agencies: 1.7%

*Based on 2019/2020 fees. Fees are subject to law changes. California Vehicle Code, California Harbors and Navigation Code, California Civil Code, California Government Code, California Health and Safety Code, California Code of Civil Procedures, and California Revenue and Taxation Code sections noted for reference.

Our Core Functions

  • Driver License and Identification (DL/ID) Card Program
    We test and issue DLs to qualified drivers, provide ID services to the public, and verify the identity of DL/ID card holders.
  • Vehicle Titling and Registration Program
    We issue titles and register automobiles, trailers, and vessels, as well as commercial vehicles used for both interstate and intrastate commerce.
  • Driver Safety Program
    We promote traffic safety by monitoring and evaluating the driving performance of licensed drivers.
  • Licensing of the Motor Vehicle Industry
    We license and regulate the occupations and businesses related to the manufacture, transport, sale, and disposal of vehicles.

Our Support Functions

  • Administrative Services
    We are responsible for budgetary and fiscal management, contract and procurement processes, human resources management, facilities and properties management, and mail operations and printing services.
  • Revenue Collection Distribution
    Annually, DMV collects and tracks over $7 billion in revenue which is distributed to other state agencies, local government, and California’s General Fund.
  • Information Technology (IT) Services
    We also provide programming, installation, and maintenance for DMV’s complex and unique IT systems.
  • Enforcement Services
    DMV conducts auditing, monitoring, inspecting, and investigative services on the internal and external entities related to our core programs.
  • Enterprise Risk Management
    We provide an independent assessment of the DMV’s enterprise through risk management, oversight, enterprise planning, auditing, and privacy.

Contact Us

California Department of Motor Vehicles
Enterprise Risk and Performance Office
2415 First Avenue, MS F500
Sacramento, CA 95818
EnterprisePlanning@dmv.ca.gov

Gavin Newsom, Governor
State of California

David S. Kim, Secretary
California State Transportation Agency

Steve Gordon, Director
Department of Motor Vehicles