Purpose and Objective
The California Intelligent Automation Center of Excellence (COE) enters on a California statewide discussion forum that enables collaboration and idea-sharing to improve customer service and back-office processes using Intelligent Automation.
Our Community
We focus on the statewide discussion to transform customer service and streamline back-office processes using Intelligent Automation technologies like Robotic Process Automation (RPA), Machine Learning, Computer Vision, and Generative AI.
Topics We Cover
- Business case fit
- ROI analysis
- End-to-end implementation journey
- Responsible, Accountable, Consulted, Informed (RACI) for business and technical teams
- Operational reporting and lifecycle management
- Lessons learned and success stories
What You’ll Gain
- Connect with Experts – Learn from departments already implementing automation.
- Access Proven Resources – Blueprints, templates, and playbooks for success.
- Discover Best Practices – From business case fit to lifecycle management
- Shape the Future – Contribute your ideas and help define statewide standards
Get Involved
Intelligent Automation COE
Intelligent Automation - Use Case Pattern
Resources
An Intelligent Automation playbook serves as a comprehensive strategic and technical guide to help organizations initiate, manage, and scale their automation programs. The following components are included in detail in this playbook:
- Intelligent Automation Fundamentals
- Intelligent Automation Capability Areas
- Program Technology
- Technology Infrastructure
- Security considerations
- Credentials and access management
- Privacy considerations
- Program Management
- Team Structure
- Operating Model
- Program Design
- Use case selection and assessment
- Use case Executive Team approvals
- Operations Management
- Workforce Planning
- Executive Reporting / Business Value
- Program Technology
- Appendix
- Referenced Materials
- Collaborators
Download the complete playbook (PDF).
Standardized Automation Design Patterns
This is a list of design patterns that covers some of the use cases that are in production use within the California Intelligent Automation community. These patterns are standardized, recurring frameworks for applying Intelligent Automation and RPA to specific business problems, with the goal to identify the fundamental logic behind an automation – such as “data entry” or “reconciliation” – thus allowing teams across the state to replicate success across different agencies and departments.
| Paper To Digital | Designed to transform the legacy form driven intake to online by utilizing online workflow accelerators and online payment processors. |
| Backoffice Processing | Automating workload assignments, data entry and reviews some of the tasks in a long and complex process. |
| Integration Bots | Geared towards “Swivel Chair” scenarios, moving information between modern and legacy systems. |
| Data Migration Bots | One time usage bots to perform ad hoc actions, usually performed around bulk data. |
| Intelligent Document Processing | Processing incoming paper based workload using Artificial Intelligence, turning scanned documents into actionable digital data. |
| Long Running Workflows | Specific event driven triggers to execute actions, pause of human or another automation input, then continue to process the workflow. |
| Extraction & Validation Bots | Pulling details from structured or semi-structured documents and verifying them against a database. |
| Data & Record Reconciliation Bots | Comparing records across multiple systems to find mismatches, and making appropriate corrections. |
If you have a design pattern that may be of interest to this community, complete the form.
| Meeting | Date | Details |
| Intelligent Automation Community Discussion 10 – July 2024 (PDF) | 7/12/2024 | – Guest Speaker — Keith Briggs, Innovation Director & Chief Architect, Department of Information Technology North Carolina – DMV Intelligent Automation CoE Updates – Upcoming Deisgn Patterns — Identity Management & Contact Center Automation – Tool Demonstrations — UiPath Automation Hub: Centrally capture, manage, collaborate and visualize automation ideas and process improvements, prioritized by impact and ROI — UiPath Insights: Automation monitoring, ROI tracking, reporting and bot scheduling optimization |
| Intelligent Automation Community Discussion 9 – October 2023 (PDF) | 10/20/2023 | – DMV Intelligent Automation CoE Updates – New Intelligent Automation use cases at the DMV — Personalized License Plates — Automated Invoice Processing — Digital Imaging & Archiving — SB1388 Ignition Interlock Device Automation |
| Intelligent Automation Community Discussion 8 – April 2023 (PDF) | 4/21/2023 | – Guest Speaker — Christine Gex, NASA Shared Services Center IA Service Leader – New Intelligent Automation use cases at the DMV — Disabled Person Placards — Lien Sales Under $4k — Personalized Licnese Plates — E-Recruitment |
| Intelligent Automation Community Discussion 7 – September 2022 (PDF) | 9/15/2022 | – Expanding the scope of the DMV COE to Intelligent Automation – Center of Excellence Artifacts – New Intelligent Automation use caes at the DMV — SCO Employee Action Request — Special Pay Processing – Beyond process automation — Infrastructure automation using RPA (SAIC Use Cases) |
| Intelligent Automation Community Discussion 6 – November 2021 (PDF) | 11/19/2021 | – Guest Speakers — Ricardo Vilanova, EY Executive Director, Intelligent Automation, Americas — Don Page, EY — Don Horan, Former Executive Deputy Director CIO for the State of New York — Molly Fitzgelard, UIPath – New RPA use case pattern at the DMV — Long Running Workflows |
| Intelligent Automation Community Discussion 5 – April 2021 (PDF) | 4/9/2021 | – DMV RPA CoE Maturity – Highlighted RPA use cases at the DMV — Motor Carrier Permit — Vehicle Salesperson Occupational License Renewal — Temporary Driver License — Driver License Internet Renewal Expansion — Virtual Field Office bots — Contact Center bots — SR1 Accident Reporting – RPA Processes at FI$Cal – Next steps for RPA at the DMV — Managing bot productivity and ROI — Bot as a Waste Reduction Lever — Immersion Lab |
| Intelligent Automation Community Discussion 4 – December 2020 (PDF) | 12/16/2020 | – Business Case Planning Template – Updates from community participants — OSHPD, FI$CAL, CDT, Energy – New RPA use cases at the DMV — Digital Mailroom — Second Residency Verification – Optimizing bot ecosystem at the DMV |
| Intelligent Automation Community Discussion 3 – August 2020 (PDF) | 8/28/2020 | – Updates from community participants — OSHPD, FI$CAL, CDT, Energy – New RPA use cases at the DMV — Autonomous Vehicle Test Permits — Digital Mailroom blueprints |
| Intelligent Automation Community Discussion 2 – April 2020 (PDF) | 4/24/2020 | – Introductions and Recap – New RPA use cases at the DMV — Payment bots — Driver License Internet Renewal Expansion — Temporary Drivers License |
| Intelligent Automation Community Discussion 1 – December 2019 (PDF) | 12/20/2019 | – DMV’s Digital Transformation Initiatives – DMV’s RPA CoE Setup, Procurement, Milestones – Defining Use Cases consideration criteria – Transforming a manual process with Automation – RPA ROI Modeling Examples – RPA Operating Model — Operations — Primary Actors — Responsibilites Matrix – Piloting Intelligent Automation – Paper to Web Transformation |
| Innovative Use of Data Analytics | LA Fire Vehicle Data Sharing The DMV Investigations Division partnered with the department’s Information Services Division to create a Fire Disaster Response web application that streamlined data sharing with fellow state response teams during the January 2025 Palisades and Eaton wildfires. This state-of-the-art solution merged DMV vehicle registration records with CalFire’s damage data, which allowed for real-time inspections and seamless data sharing across responding agencies. |
| 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 – 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. |
| 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. |
| Best of California – Best Workforce Initiative | 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. |
| Lien Sales Automation | AAMVA Fraud Prevention and Detection Regional Award The DMV initiated a Lien Sales Automation (LSA) project in February 2022 to digitize information provide by lien claimants and automate the validation and verification of information provided. The primary goals of the LSA effort are to improve processing, response times and provide data forensics to advance the department’s ability to detect and deter fraud linked to lien sale notices for vehicles valued at less than $4,000. |
| CAL ID Interagency Portal Project | Excellence in Government Partnership AAMV The DMV converted a paper-driven process to an electronic method that significantly reduces the amount of time applicants have to wait for their ID cards, from 20 weeks to about 6 weeks. This is especially beneficial in providing IDs to inmates about to be released from prison, and to those folks experiencing homelessness. |
| SR-1 Automation | Improvement through Efficiences AAMVA The DMV developed an online portal for customers to submit their completed SR-1 forms. This provided convenience and efficiency for customers, and a reduced DMV staff time and digital archiving of reports |
| CAL ID Interagency Portal | North America Finalist Gartner Eye on Innovation The DMV converted a paper-driven process to an electronic method that significantly reduces the amount of time applicants have to wait for their ID cards, from 20 weeks to about 6 weeks. |
| Digital Mailroom: Innovative Use of Technology | AAMVA Artificial Intelligence technology allows customers to submit documentation online. |
| Paper Reduction via Augmented Digital Experience – Best Workforce/Workplace Initiative: Best of California | Center for Digital Government Chrome tablets allow customers to review finished driver’s license and identification card applications while in field offices. |
| DMV Modernization During the COVID-19 Pandemic- Government Experience Awards | Center for Digital Government Automated workflow delivers enhanced digital user experience during the COVID-19 pandemic. |
Leading the Conversation
This is your forum to collaborate, share ideas, and learn from peers across state. We share blueprints, templates, and approaches needed to plan and operate automation implementation. We discuss the end-to-end journey, starting with the initial tool selection to concept development, ROI analysis, implementation planning, RACI for business and technical staff; and continuing with operational reporting and lifecycle management of the automation technologies. We also discuss the business case fit for specific automation strategies and lessons learned.
Automation in Action
California DMV Chief Digital Transformation Officer, Ajay Gupta outlines the agency’s successful adoption of UiPath RPA, resulting in roughly 50 bots across 36 use cases and $8.8 million in cost avoidance. The transformation focuses on Virtual Field Office, improving customer satisfaction, and implementing AI-driven initiatives.
Building an RPA COE
A discussion on Center of Excellence objectives, the journey to RPA, current status, and blueprints of design patterns.
Bots as Agents
On the CAIO Connect Podcast, Ajay Gupta tells host Sanjay Puri how bots are providing customers with precise answers within strictly defined safety guardrails.