SCOPE Release 2Connecticut Modernization ProgramAugust 2015

CIVLS Briefing 2

DMV Modernization Program In Support of DMV Mission - Safety - Security - Service

August 2015

CT Citizens

Agency Staff

Business Partners and Stakeholders

New Service Capabilities for ALL DMV Constituencies

CIVLS Briefing 3

Goal

This major change is to upgrade our computer systems to make DMV easier for our customers and allow them to avoid coming to DMV offices in person. New online services beginning August 17, 2015.

• Improving the current On-line registration renewal program

• Online checking for issues that can hold up a Registration Renewal -- property taxes, insurance, etc.

• Reprinting registration certificate from home

• Canceling a registration online

• Ordering online special plates, such as vanity plates

• Ordering online replacements for damaged plates

•  Providing customers with an option for DMV to to contact them either by mail or e-mail

August 2015

New On-Line Customer Services

CIVLS Briefing 4

About the Project

DMV is upgrading its 50-year-old computer system August 11-15, 2015, DMV will be closed except for licensing services, to complete the

installation of new software.  Licensing services will still be available during this time period at all DMV and AAA offices

Expiration deadlines have been extended for renewals of driver’s license and vehicle registrations.  For any vehicle registration, driver’s license, or ID card that expires ON or AFTER AUGUST 11, 2015, renewals can be done without a late fee until OCTOBER 10, 2015. Expirations have also been extended until that date.

14 million vehicle and customer records across several DMV databases , and the rewriting of over 40 million records

Project Cost -- approximately $25 million Connecting DMV’s business partners, such as law enforcement, town tax

collectors/assessors and other state agencies, to information from DMV’s databases. Project started in 2009 and is being rolled out in phases

Phase 1 – Launch in 2013 – provided web-based services for motor vehicles and repair shops

Phase 2 – Upgrade DMV’s registration database Phase 3 – Upgrade DMV’s driver license system

New system will create a new customer-focused system. That means that all of your DMV records (driver license, vehicle registration and titles) will be linked with a single identification number

New system required the training of over 300 DMV employees Software being used was acquired from 3M Corporation Connecticut DMV has been in contact with other states (Delaware, Idaho, Iowa, Kansas,

Kentucky, Maine and Montana) that also have started and/or completed similar modernization projects to research lessons learned and improve its project plan

.August 2015

CIVLS Briefing 5

Objectives

August 2015

Describe the Scope of the DMV Modernization Program (CIVLS) from an “Outside/In” Point of View – i.e. the new/enhanced CIVLS services as seen by:

CT Citizens Business Partners and External Stakeholders DMV Business Units and Staff

Describe how CIVLS will benefit internal and external constituencies who will:

Use CIVLS to do their work Be responsible for the changes required Support CIVLS

CIVLS Briefing 6

Current ServicesPAIN : CT Citizens Slow service, “Waiting in Lines” After long wait, sent to another line for more waiting (within DMV, Compliance issues, etc.

DMV records fragmented and customers not “linked” for a single view of the customer

Questions can have different answers to the same questions at different branches.

PAIN: Business Partners Dealers and Leasing companies (CARA and CATRALA) limited transaction capabilities (700 Dealers – 40% of DMV workload)

Towns and Municipalities want on line access to improve quality data and maximize revenues.

State and Federal agencies need real-time data – e.g. Law enforcement, Revenue Services, etc.)

Strained with workload demands and shrinking staff

Examiners learning curves are very long – limited system “lead-through”

Processes dependent on PAPER and FORMS

Modernization ProgramGAIN: CT Citizens New and enhanced On-Line Services Less need to travel to DMV Self-Serve Compliance On-Line to reduce getting to the counter and unable to complete the service

Preferred Method of Communication – a new channel for DMV customers

Electronic interfaces improve speed and reliability of information

Tax Collectors on line through private “Portal” for real time “puts and takes”

18 State an Federal agencies will now have on-line access through a private “Portal”

REAL-TIME transactions will improve quality and streamline processes

“Point of Sale” cashiering improves quality of

Agency Financial Reporting

Document imaging to reduce paper dependency

August 2015

CT Citizens

Agency Staff

The Voice of Our Customers

PAIN: Agency Staff

Business Partners and Stakeholders Gain: Agency Staff

Gain: Business Partners

CIVLS Briefing 7

CT CITIZENS

BUSINESS PARTNERS AND EXTERNAL STAKEHOLDERS

DMV STAFF

FOR CT CITIZENS: New and Enhanced Self-Service Capabilities Self-Service Compliance Checks * Self-Service Registration and Plate Services * Customer-selected “Preferred Method of Communication *

FOR Business Partners and External Stakeholders: New Real-Time Interfaces and New Portal Services

Real-Time/Batch Interfaces for Business Partners Dealers (CARA) * Leasing Companies (CATRALA) * COLLECT (Law Enforcement) * Lockbox (Peoples’ Bank) * Emissions Interface * etc.

New Portal Services * Tax Collectors/Assessors * Batch File Exchange with External Entities * etc.

FOR DMV Staff: New Integrated and Enhanced DMV Registration/Title Capabilities

Real-Time Transaction Services (e.g. Branch Operations, Registry/Title, Fiscal, etc.)

New Informational Services (e.g. Management, Phone Center, etc.)

August 2015

New Capabilities Overview – By Constituencies

* New and/or Enhanced Services

CIVLS Briefing 8

CIVLS Benefits - Highlights

Benefits of Customer-Centric Database Single source of customer (and vehicle)

information across all DMV functions Centralized Address management features

(change of address applied across functions) Simplifies “Lessee/Lessor” mailings Customers can elect their Preferred Method

of Communication (mail, email) for Renewals

Real-time Transactions Simplify DMV Recordkeeping Simplifies customer and vehicle record

retrieval and analysis Improves data quality and control Reduces or eliminates “back office” work by

doing the real-time transaction at the counter

Process Integration of DMV Transactions and Financials Payments tied to Credentials – simplified and

more accurate reconciliation processes

Document Scanning at Point of Sale Eliminates paper records storage (H-13

eliminated) Simplifies Workflow (Life of an H-13

Simplified)

Automated Inventory Management Inventory management for controlled stock

(e.g. Plates, Title) Automates Plate tracking from Ordering to

Receipt to Plate Assignment/Distribution Automatic plate assignments at counter,

integrated with Plate Inventory management

System-Driven Compliance Checking Self-Service Compliance Checking

from Web Dealer Transactions Processed with

full Compliance Checking Tax Towns able to address

compliance issues on-line (put-ons/take-offs via new Portal Services)

Fewer Customers turned away for Compliance issues

Simplified End-of-Day Branch Processing Improves Cash Drawer

Reconciliations processing Automates Deposit Slip Generation

for Bank Deposits Automates Credit Card Processing

and Settlement (no manual processing by Examiners

New Web Self-Service Capabilities will Reduce the Need for Customers to Travel to Branches Common transactions can be done

on-line by customers Branch Examiner work can be

focused on more complex transactions

Opportunity for Customers to conduct self-service transactions at Branch Locations (PC/Kiosks)

August 2015

CIVLS Briefing 9

CT Citizens

Self-Service Capabilities

Benefits- Convenience

- Time Savings

New/Enhanced CIVLS Self-Service Web Transactions• Web Access for the Public (Individual and Organizational

Customers)• Payment via Credit/Debit Cards or eCheck *

Service Transactions Compliance Self-Service Checks *

Customers can check their “DRIPE” status before they travel to DMV Offices (Tax Delinquencies, Registration, Insurance, Parking Tickets, Emissions)

Convenience Time savings Fewer customers turned away at Branches for compliance issues

Registration – Additional On-line Services * Verify Registration Reprint Registration * Terminate Registration * Renew Registration (enhanced: Real-time) *

Plates Order Special Plate * Replace Mutilated Plate *

Customers can select their “Preferred Method of Communications” *

Renewal Invitations via mail or eMail *August 2015

* New and/or Enhanced Services

CIVLS Briefing 10

Business Partners and External Stakeholders

CIVLS On-Line Services

Dealer ServicesConnecticut Association of Auto Dealers (est. 700 Dealers)

Identified Pain Points Too many restrictions to register a car

In operating the Dealer Online System, Dealers have not been able to process corrections in the systems -- which means more work has to be walked in and processed

Takes too much time to complete the registration process and secure the necessary documents to register

The databases do not talk to one another

Six weeks behind (or more) once the dealer puts in the forms for title/registration

Takes months to get final/original paperwork to customer

Should be able to get an electronic acknowledgement when submitting paperwork

Processing titles more expeditiously is the number one priority of the Dealers

August 2015 * New and/or Enhanced Services

CIVLS Dealer Services * Real-time Dealer Transactions

through CIVLS *

Compliance checks are the same checks performed at Branches *

Voids

New/Transfers/In-transit/Title Inquiries

Motor Home/Camper

Motorcycle

Passenger

Camp Trailer

Truck - under 26,000 # - Combination

Van

Commercial

Reprint within 24 hrs. – i.e. jam

CIVLS Briefing 11

Business Partners and External Stakeholders

CIVLS On-Line Services

CATRALA Services (Leasing Companies)

Real-time Transactions through CIVLS *

Compliance checks are the same checks performed at Branches *

Improved data quality (leasing company addressing and lessee addressing)

Voids

Update Registration

Corrected title

Leasing/Rental for class codes 01, 02, 03

Plate Cancellations

Renewals

Sub-Reg (Plate Changes)

Reprint within 24 hrs.

Duplicate Registrations

August 2015

Desired Future Services

ATV’s

Boats

Military

Electric Vehicles (*)

Leased Buyout (*)

Handicap Transfers

Veteran Transfers

POW Transfers

* Now Available w/CIVLS

* New and/or Enhanced Services

CIVLS Briefing 12

Business Partners and External Stakeholders

CIVLS Portal Services- Web Access for Registered External Stakeholders- Payment per contract/agreement

New CIVLS Portal

Inquiry and Update Capabilities for Business Partners & External Stakeholders * Tax Collectors/Tax Assessors Department of Revenue Services Department of Social Services (DSS) Chief State Attorney Prosecutor Office of Attorney General Department of Environmental

Protection (DEP) Office of Attorney General Department of Public Safety Department of Veteran Affairs Office of the State Treasurer Department of Children and Families

(DCF) Bradley International Airport

Security/Department of Transportation (DOT)

Division of Public Defender Services-Office of Chief Public Defender

Connecticut Judicial Branch-court support-CSSD/Probation offices/CIB

Department of Transportation (DOT) Department of Administrative Services Department of Justice - Judicial Web

Site Query etc.

Portal Functions *• Portal User Log-in

• Boat Inquiry

• Plate Inquiry

• Title/Registration Inquiry

• Update Customer Characteristics

• Update Exceptions

• VIN Inquiry

• Usage Statistics

• Portal User Maintenance

August 2015* New and/or Enhanced Services

CIVLS Briefing 13

Questions?

August 2015