2024-27 DMV Strategic Plan

Deliver a seamless, integrated, and exemplary customer experience.

1.1 Create omnichannel and accessible experiences for customers.

1.2 Increase customer outreach and awareness.

1.3 Capture and act on voices of customer insights.

1.4 Prevent fraud and protect customer privacy consistent with industry standards.

1.5 Create a single source of truth for DMV information.

Success Measures

• Increase satisfaction survey submission to 7% of all customers served.

• Maintain 3.5 or better satisfaction rating.

• Increase self-service platform usage from 42 to 45% with a stretch goal of 50%.

Create a positive work environment and culture that promotes employee retention, satisfaction, and innovation. 

2.1 Improve employee engagement and well-being.

2.2 Increase recruitment success and retention rates at the DMV.

2.3 Implement an organizational structure that is aligned with providing exemplary

customer service and culture of success.

2.4 Enhance employee development opportunities.

Success Measures

• Increase Employee Engagement Score from 72.6% to 75%. 

Enhance partnership relationships to improve service delivery 

3.1 Increase road safety and consumer protection education.

3.2 Create desirable motor vehicle training programs for partners.

3.3 Increase electronic data sharing opportunities.

3.4 Improve alignment and standardization of information with DMV partners.

Success Measures

• Determine strategic partnership metric based on a partner survey and establish metric after Year 1. 

Integrate planning, operations, design and use of technology 

4.1 Modernization of DMV systems.

4.2 Leverage data to create meaningful performance measures.

Success Measures

• Strive for 100% of projects executed on time and are able to be successfully utilized by the identified customers.