How long was the wait during your last visit to a motor vehicle office?
What if your next visit took less than 15 minutes?
Putting citizens at the heart of government services to drive efficiency, safety, and delight
As told by Eric Jorgensen, Director, ADOT Motor Vehicle Division, State of Arizona
In partnership with Brian Shell, Senior Partner, Kyndryl
We recognize that we are a thief of time and energy of customers. We came up with the statement that has been the guiding principle: Out of the line and safely on the road.”
Steps to streamline every process
AZ MVD envisioned an experience where motor vehicle office customers could choose self-service, assisted self-service, or full service.
But to do it, the AZ MVD needed ultra-fast, modern systems, technology, processes, and networks.
To understand exactly what his new systems would need to support, Eric immersed himself in both the customer and staff experiences. He and his team became "flies on the wall" at AZ MVD offices, mapping all interactions, transaction types, and sources of delay and duplication. They identified steps to streamline virtually every process that touched the customer.
A cloud-first strategy
“When we have a cloud-first strategy, it allows us to spin up the resource of the kind that we need in the moment that we need them.”
—Eric Jorgensen, Director, ADOT Motor Vehicle Division
It’s about people, not transactions
“Arizona’s rebuilt their whole system from the ground up, and most modern systems are built this way where it’s customer centric. So, we no longer have this giant database of vehicle transactions. We have data structured around the citizen.”
—Brian Shell, Senior Partner, Kyndryl
Discovering built-in bottlenecks and blockers
Among the team's findings: There were bottlenecks across multiple processes because of too few cameras. Siloed databases, slow networks, and inefficient procedures slowed service, frustrating both customers and employees.
Everything we do to enhance self-service enables our staff to serve customers better overall.”
Redesigned offices to complement completely re-engineered processes
Together, the Arizona Motor Vehicle Division and Kyndryl improved AZ MVD office flow and introduced new technology across many levels.
To ensure success, the team had to completely re-architect back-end and front-end processes, rebuild applications, migrate data, and undertake significant data cleansing and management projects. Improvements to offices included modernizing scheduling and queuing, adding digital signage, and opening up the floor plan to support servicing multiple customers simultaneously.
Updated hardware, software, network, workstations, and assistance with staffing for peripherals integration development work were necessary. Consulting work on the design of how the office flow could work and look was needed as well.
A deep set of capabilities
The project team consisted of Kyndryl and select third-party providers. The database and application re-architecture was done on Microsoft® Azure® Cloud. Kyndryl helps support the system through an Amazon Connect call center and ServiceNow®.
To lay the foundation for customer-centric experiences across Arizona motor vehicle offices, the Kyndryl and AZ MVD team had already rearchitected an existing mainframe database into SQL on Azure. That work enabled identity management across AZ MVD transactions. AZ MVD calls the rearchitected system MAX.
MAX supports a new, customer-centric account portal where customers can log in to see all their information in one place. And MAX is also the foundation for a broader engagement between AZ MVD and Kyndryl to modernize the ADOT and AZ MVD physical offices. In modernizing offices, Kyndryl collaborates with Microsoft, their strategic partner, to integrate each office with the new cloud-first architecture.
The Kyndryl team delivers the right solution for each part of the AZ MVD office modernization, flexibly selecting among vendors. For instance, the team chose to implement and manage a new payments application, self-serve kiosk apps, and peripherals including scanners, printers, and cameras on Amazon Web Services (AWS).
The project is very much a work collaboration. We're overhauling their network and bringing in new workstations, kiosks, and point of sale devices. Disaster recovery and cyber resiliency are improved with modern security architecture and cloud-native tools.”
What will the future bring?
The power of partnership for continuous innovation
Innovation continues around software defined network, advanced workstations, streamlined kiosks, and assisted self-service. The modernization work done to date is an evolving proof of concept. The plan is to modernize all 44 of the AZ MVD offices by the end of 2023.
With field office transformation, time spent processing work will be closer to 5 minutes than 10 minutes. And customers are more likely to experience 2-minute wait times rather than 15 minutes.
The AZ MVD team is dedicated to keeping the system flexible. Components can be changed because the core and microservices design and architecture are responsive. As a customer service agency, AZ MVD can use the system to respond to customer needs and move forward.
About the Arizona Motor Vehicle Division
Within the Arizona Department of Transportation, the Motor Vehicle Division employs more than 600 Customer Service Representatives in 44 local offices across the state.