Smooth rollout for Rhode Island’s modernized DMV computer system
Rhode Island citizens are enjoying a new experience at the Division of Motor Vehicles (DMV) — shorter, quicker lines —thanks to the successful modernization of Rhode Island’s DMV computer system, which went live in July 2017.
Because of the amount of data involved and high-profile of such projects, state DMV deployments can be very challenging, and Rhode Island's was no exception. This deployment ultimately achieved success through the combination of many factors, perhaps the most essential of which was the adoption of an agile development approach in favor of traditional linear development cycles. This meant that software development took place in shorter cycles among leaner cross-functional teams working collaboratively, leading to a much more interactive, hands-on approach. DXC Technology started by gathering requirements in batches, demonstrating solutions to the DMV as they were being built and making adjustments according to feedback.
Additional factors to this project’s success include:
- Development of a high-performance application system. The project was not just a system modernization, but also included end-to-end process reengineering, and the rollout of a new application system.
- Flawless migration of existing data. DXC managed the move of DMV data from a conglomeration of multiple systems to a single, integrated customer-centric system. The previous system had 68 interfaces, and the modernized system seamlessly integrates data such as driver information and car values from various national, public and private entities.
- End-user training. DMV customer service representatives received intensive training so they could be proficient in using the system from the first day it went live. DXC paid close attention to the information architecture of the system to make sure the flow of data and transactions from screen-to-screen was smooth and user-friendly.
- Internal and external change management. Internally, employees were made aware of new processes, and the new way of doing things that came along with the computer modernization. Externally, DXC contributed to public relations efforts to inform the citizenry the state was moving from one system of record to another.
- Value generation. DXC and the state placed a high premium on achieving faster application performance and greater efficiencies, which would mean shorter lines and happier customers. DXC helped enable the state to have the ability to integrate more data, increase the automation of interfaces and do more with less. After the rollout, DXC had a model in place for post-deployment support.
On July 5, when the new system went online at the Rhode Island DMV headquarters in Cranston, numerous local television stations and newspapers were on hand to report on what citizens experienced. What the reporters found was a smooth rollout with short lines, no major technical glitches and many citizens who said it was the best experience they had ever had at the DMV.
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