Data-driven DMV operations: Getting in the fast lane

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Advancements in technology and security are driving significant change in Departments of Motor Vehicles (DMVs) across the nation. As consumer expectations for immediate access to information continue to grow, so do pressures from increasingly complex fraudsters.

Supporting the demand for immediate access to information, motor vehicle agencies are turning to online services, more sophisticated call centers and branch offices, and modern approaches to data management.

Bringing DMV operations into the modern era requires reimagining the ways in which it interacts with constituent data. To that end, 92 percent of government agencies have a data management project planned in the next 12 months.

The DMV dilemma

Source: 2017 global data management benchmark report

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Did you know?

25%of current constituent data is believed to be

inaccurate in some way

63%

of public sector agencies do not trust

their data to make important business

decisions

71%of public sector

agencies believe that data quality issues

impact customer trust and perception

Source: 2017 global data management benchmark report

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Aligning data management with customer experience is like driving down a highway. You should always be looking ahead.

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Any successful public program is built with its citizens in mind, and your data management program should be no different. Whether your goal is to improve your customer experience through shorter wait times at DMV branches, faster transactions on your website, or personalized service through a call center, you’ll need to understand who your customers are, what’s important to them, and why they come to you for help.

Before beginning your data initiative, ask yourself:• Why do constituents visit your branch locations? • How do you enable employees to be more efficient

during these interactions?• Could these interactions be done online?• How can you reduce wait time at branch offices and

call times in the call center?

Get to know your customers

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Your Department collects a lot of contact information, such as mailing addresses, telephone numbers, and email addresses. But did you know that human error during data entry is the main cause of inaccurate data for 34 percent of public sector agencies?

While the harmful effects of inaccurate data can lead to a poor customer experience, they can also open the door for fraudsters and identity thieves. That’s why it is so important to ensure that the data you collect is accurate, no matter if it’s in a physical branch, a call center, or online.

Contact data validation tools can help you feel confident that the information entering your systems is correct, complete, and actionable.

Ensure data quality at point of capture

Source: 2017 global data management benchmark report

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When data enters your Department from so many disparate sources, you’re bound to have some duplicate records. For example, if Jack Smith applied for a driver’s license two years ago and calls your customer service line today to register a new motor vehicle under Johnny Smith, odds are you may have created a duplicate record for the same individual.

Data matching tools are now sophisticated enough to identify nicknames, phonetic misspellings, and extraneous characters. Combined with fraud prevention tools that can verify identities using known public records, you can be confident that the constituent data you have is trustworthy.

Don’t let duplicate records cause confusion

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What does DMV nirvana look like? Imagine a Department where there were wait times of five minutes or less, where staff could access constituent records using a couple strokes on a keyboard, and where those records contained a trustworthy, accurate history of those individuals’ relationships with your Department.

Sounds nice, right?

It comes as no surprise that 87 percent of government agencies are looking to achieve a golden record. The biggest drivers behind this initiative are reducing costs, improving strategic decision making, meeting legal requirements to understand customer base and to provide customer analytics, and improving the customer experience.

Achieve a golden record

Source: 2017 global data management benchmark report

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Let’s face it, in many ways DMVs are facing an uphill battle when it comes to pleasing customers. Namely, legacy mainframes and years of antiquated data management processes have created widespread distrust of data. That’s why more than 30 percent of public sector agencies are planning a data modernization initiative in the next 12 months.

Performing a successful data conversion requires both organization-wide support and a keen focus on data quality. You’ll want to secure buy-in from business and IT stakeholders in order to ensure the target system meets the needs of your business users. In addition, data stewards from across the agency should collaborate on defining data fields in the source systems to ensure they are migrated appropriately.

Take on a data modernization

Source: 2017 global data management benchmark report

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Modernizations are about realizing a better future state, not simply replicating what exists today.

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Don’t let bad data slow you down.

Check out this tip sheet to drive better data quality and avoid

common challenges.

Learn more