DMV Strike Report.pdf

The California DMV faced historic surges in demand, stagnant budgets, outdated infrastructure, and little strategic planning in 2018, resulting in long lines and wait times.
Governor Gavin Newsom established a DMV Reinvention Strike Team in January 2019 to modernize and reinvent the DMV, focusing on transparency, worker training, speed of service, and consumer satisfaction.
The Strike Team identified two key constituencies: DMV employees and customers, and worked to empower mid-level managers and include dedicated employees in the improvement process.
The team's goals included avoiding a repeat of long lines in summer 2019, managing the flow of traffic through the October 1, 2020, federal REAL ID enforcement deadline, and starting an overall transformation of the DMV.
The Strike Team's efforts included:
+ Identifying new leadership, with Kathleen Webb appointed as acting director.
+ Launching a search for a new DMV director.
+ Implementing process improvements, including selecting McKinsey & Company to explore complex issues surrounding REAL ID.
+ Co-developing concepts to improve processing and deliver increased volumes of REAL IDs.
The team's work was structured across three phases: Discover, Design, and Deliver, with a focus on building a robust fact base, prototyping solutions, and executing in the field with "test and learn" cycles.
The Discover Phase analysis identified 28.2 million potential customers for REAL ID between March 2019 and October 1, 2020, and five large solution areas to focus further design efforts.
The Strike Team's accomplishments include:
+ Helping to identify leadership for the DMV.
+ Implementing process improvements to relieve customer pain points and transform the customer experience.
+ Co-developing concepts to improve processing and deliver increased volumes of REAL IDs.
* The team's next steps include:
+ Continuing to implement solutions to reduce wait times and improve customer satisfaction.
+ Building on the progress made to stabilize the DMV and position it for success.
+ Providing ongoing funding to support the DMV's transformation and delivery of services to Californians.