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The Nevada Department of Motor Vehicles (DMV) provides services to its nearly 3.08 million population, including driver testing and licensing; vehicle registration; and license plates for commercial and non-commercial drivers and vehicles; occupational business licensing and associated services; fee collection and distribution.
When servicing the public, it is critical to have operational and process optimization to help meet the needs of the public while maintaining workforce satisfaction. Many factors can occur that can cause an agency to struggle. In the case of the Nevada DMV, the pandemic increased the challenges.
The pandemic made it increasingly challenging for the Nevada DMV to operate effectively because of staffing shortages and aging technologies.
Nevada DMV partnered with MCP to provide analysis, planning, guidance and support with vendors, funding, and assets/technologies—engaging in a multi-tiered approach—as the DMV moves to a transformative online delivery model.
An online storefront, combined with their brick-and-mortar space that better serves residents, addresses staffing shortages, increases workforce satisfaction, and identifies how to best use existing assets while procuring funding for growth.
Staffing Shortages, Work Backlogs, Aging Technology — and a Vision for the Future
Under normal circumstances, the Nevada Department of Motor Vehicles (DMV) employs about 1,300 people. But the current environment in which the DMV operates is anything but normal. The COVID-19 pandemic wreaked havoc on the department’s staffing. Many staff members left the department to contend with health issues, either their own or those of family members. Compounding the challenge is that applicants declined nearly 32 percent from 2020 to 2021, and nearly 45 percent from 2019 to 2021.
Other factors are contributing to the staffing challenges. One is the “silver tsunami,” i.e., the steady flow of baby boomers who are retiring, which is causing problems for organizations in both the public and private sectors. Another is that competing with the private sector for talent never has been more challenging. Yet another is that the DMV is leveraging outdated technology. For example, its data system operates using a COBOL mainframe application and is more than 18 years old.
“It has been a roller coaster,” says Julie Butler, the DMV’s director.
Butler received a recommendation to engage Mission Critical Partners (MCP), which was hired to help reinvent the DMV. MCP led the planning and now is supporting the department throughout this transformation.
The first step was to assess the department’s assets and capabilities, including a gap analysis. The goal was to identify whether current systems still could be used, and what systems needed to evolve. The next step was to work with the DMV to develop a methodical and logical plan to transition its processes and technologies.
The Decision to Modernize
The DMV decided to move from its legacy data system to current cloud-based technology. MCP then helped the department define the rationale needed to secure the funding necessary to modernize its system and provided subject-matter expertise that helped the DMV navigate Nevada’s legislative processes.
Innovative Online Storefront
MCP supported creation of an online storefront that enables residents to get almost everything they need from the DMV without ever stepping into a brick-and-mortar facility.
“MCP is helping us hold vendors accountable and keep them on track,” Butler says.
Saving The DMV from Future Headaches
The DMV wanted to purchase a multimillion-dollar enterprise resource planning (ERP) platform, but the MCP team helped the department realize that most of the capabilities it desired could be found in various resources available from the state of Nevada, reducing the planned procurement costs.
Conclusion
MCP is now helping the DMV develop a five-year strategic plan that will inform its future decision-making. Part of the effort involves helping the DMV to develop a long-term vision that will be realized via incremental quarterly goals that build upon each other. This approach employs the “Rockefeller Habits,” which provide a framework that ensures clear communication and enables an organization to execute its mission and bring its vision to fruition.
How can we support your mission? From design and procurement to building and management, our national team of experts is here to help…because the mission matters.
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