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 and diverse state in the country and is often the government agency Californians interact with the most.

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

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