Last updated: 05 June 2018
The relationships between today’s businesses and their customers have changed as synchronization of data enhances the flow of communication, allowing for redefined accessibility and tailored, real-time support. The reality is that customers expect immediacy and accuracy – which ultimately equates to convenience. In an age where information is stored digitally, the capacity to integrate and leverage data to cater to this expectation is bridging the gap between isolated transactions. As a result, businesses are shifting their approach to data management, allowing them to better understand their business needs from a customer’s point of view. The government sector is realizing the need to follow suit, looking to transform their IT systems through DMV modernization projects.
The ultimate goal of a DMV modernization project is to ensure the interconnected components of a DMV work in unison to achieve overall objectives and increase efficiency. Gemalto has leveraged experience working with DMVs in the US and Canada to develop MVDLS (Motor Vehicle and Driver Licensing Solution), to work alongside DMVs as they look towards the future, reinventing their support and aligning business goals with the citizen’s experience.
What is system modernization?
Let’s say you want to renew the registration for your car, motorcycle, truck, or trailer. In most states, your process might look something like this: locate, complete, and submit an application. You will need proof of inspection, insurance and driving privileges, alongside any other credentials. Or what if you would like to register to vote, you will need to locate the application, submit identification documents to verify your credentials to receive eligibility to vote. What about if you would like to transfer the title of your vehicle? You will need to locate an application, submitted alongside proof of inspection, insurance, and other varying credentials.
In most cases, each registration or renewal transaction operates in isolation, while the majority of the necessary credentials or proof documents for each transaction remain the same. MVDLS is looking to transform IT systems into new digital services, integrating these transactions.
The DMV of the future enables cross transactional communication and efficiency with citizen activity, making unnecessary steps or repeat transactions a thing of the past.
According to inContact, 86% of adults expect companies to offer multiple options for interactions on a variety of channels, and flexible timing for those interactions. They’re looking for an immediate solution to their problem, or an instant update on their status, at any time of the day.
So what does this look like for a modernized DMV?
Through an easy to use eGov portal, citizens could access their personal information in real-time, 24 hours a day. Credentials, history, and activity would be accessible, so if you want to check the status of your driving record, collision history, vehicle inspection, or driver’s test results, you would simply login to the portal. This interactive service opens the door for more frequent and varied citizen interactions, strengthening the relationship between DMV and citizen. Beyond that, it means that you would only have to provide your credentials one time. The steps to renew or register are drastically decreased by this integration, meaning that your eGov portal becomes your “one stop shop”.
A study done by Forrester found that 77% of consumers believe that “valuing my time” is the most important element of a good customer service experience. Customers expect readily available, intuitive tools that allow quick, easy service. System modernization empowers the citizen to search for information, find answers to their questions, and resolutions to their problems quickly and consistently. With enhanced self-service features, citizens will be directed to online applications and examinations, saving them a phone call or field visit. If you want to apply for a commercial permit or fishing license, the whole process can be streamlined online – from application, to examination, to certification.
Citizen Centric Framework
The flexible integration capabilities of MVDLS means that updates are made consistently, and in real time, allowing both employees and citizens to have an accurate, 360-degree view at all times. It means a citizen-centric framework, storing and updating demographics, activity, and communication for each citizen, customizing the customer journey and pre-empting education. For example, if a citizen is inquiring about driver safety services, they will be quickly directed to relevant information based upon any previous violation or collision history, with suggestions for next steps, tailored to their needs. This real-time data flow gives DMV employees the tools to be proactive about supporting their citizens, preventing any future issues.
This innovation investment is truly an investment in the future. The conversations surrounding MVDLS are challenging outdated norms and looking towards the next generation of solutions and competences.
What benefits would system modernization bring to you? We would love to hear your ideas. Let us know your thoughts by tweeting us @gemalto_NA or commenting below.