Operation Excellence: DMV Training
Fact sheet, FAQs, training agenda, helpful links and more information on DMV’s half-day closure for customer service training on Wednesday, July 24, 2019.
The DMV will close its field offices statewide to customers for a half day on Wednesday, July 24, to train all frontline field office employees to more efficiently and effectively service REAL ID transactions while delivering excellent customer service.
“Operation Excellence: DMV Training” will result in more consistent customer experiences statewide and equip employees with the tools they need to handle an unprecedented volume of REAL ID applications, which are more complex and take more time to process.
Operation Excellence is an initiative of the DMV Reinvention Strike Team, which Governor Gavin Newsom created within the Government Operations Agency to lead a comprehensive modernization and reinvention of the DMV with an emphasis on transparency, worker performance, speed of service and overall consumer satisfaction.
What: Employees will receive four hours of uninterrupted actionable training on how to improve day-to-day operations, deliver excellent customer service consistently, and prepare for the unique challenges posed by REAL ID transactions.
When: Training is from 8 a.m. to noon, July 24. Offices will open from 1 p.m. to 5 p.m.
Where: Employees will be trained in their home offices – 183 field offices, commercial drive test centers and industry business centers throughout the state.
Who: More than 5,100 frontline employees will be trained by facilitators from the DMV and other state departments.
Why: The federal government will begin enforcing REAL ID on October 1, 2020. Enhanced training needs to start as soon as possible as the DMV already is experiencing unprecedented demand for DMV services due to a greater volume of REAL ID applications, which are more complex and take more time to process.
REAL ID transactions are required to occur in-person in the field office and cannot be processed online. In addition, field offices are experiencing their normal summer surge of new drivers seeking licenses. The volume of REAL ID customers is only expected to grow as the federal enforcement date of October 1, 2020 approaches. Field offices need to be prepared for at least a doubling of customer volume as the enforcement date approaches.
Operation Excellence also addresses findings in a March 2019 report by the Department of Finance’s Office of State Audits and Evaluations, which determined training to be lacking at the DMV. Report recommendations include more timely and comprehensive training for new hires and expanded training opportunities, particularly surrounding significant changes to policies and procedures including REAL ID.
How: Field offices, which normally open at 9 a.m. on Wednesdays, will open at 1 p.m. on July 24 so that facilitators can provide uninterrupted, hands-on training in each of the 183 field offices, commercial drive test centers, and industry business centers.