As with all jokes, there’s usually a kernel of truth at the heart of exaggeration. But over the last few years, that image has stated to change as DMVs begin to see the impact of a shift to digital technology to increase efficiency and improve customer experience.
In-person-only services are no longer acceptable in a digital-first world. The public expects more from all aspects of their daily life. They not only want the expedience of digital interactions, they demand it.
For DMVs, the move to digital services is no longer a luxury, it’s a requirement.
Understanding the digital challenges facing DMVs
While the private sector has fully embraced digital solutions into their daily workflows, the public sector has evolved more carefully. While some states have been quick to embrace new technology, others continue to rely on outdated systems that negatively impact efficiency and customer service.
This sometimes piecemeal or incomplete approach to digital services can create barriers to serving the needs of the public, but also introduce security risks that, if not handled as part of a dedicated digital mindset, can create greater problems. The recent uptick in scam messages to toll road users, for example, highlights how an incomplete approach to technology can leave exploitable gaps in transportation services. When criminals pose as DMV representatives to obtain personal data, the blowback from the public and media puts a spotlight on the need for increased security around the significant amounts of personal data that DMVs maintain.
With inconsistent digital messaging, the public can more easily be confused when receiving a scam message. As a result, staff become overloaded with high call volumes and complaints that then delay high-priority service delivery. Much of this can be linked to legacy tools within the agency that lack the reach, speed, and authentic brand recognition needed to deliver secure notifications.
A dedicated approach to digital services can prevent these types of issues from snowballing. Current digital tools — such as those offered through Granicus — can send authenticated alerts across email, text, and other channels, ensuring fraud prevention messages reach the public quickly and clearly. Pre-built templates, automated workflows, and compliance-ready tools make it easy to act fast during scam outbreaks while maintaining accessibility and security standards. By modernizing public engagement, agencies reduce confusion, protect citizens, and restore confidence in government services.
The day-to-day benefit of digital services
While a dedicated approach to digital services can help prevent fraud and other crises, modernizing digital service delivery can help establish day-to-day benefits that can save departments time, money, and resources. With an increased focus on efficiency in government, the downstream results of updated technology can have significant financial and staffing impacts. These can include:
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Reducing costs on maintaining expensive legacy systems that require specialized knowledge to manage.
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Digitizing experiences and campaigns to change public perception about inefficient customer experience.
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Providing secure and accurate data management.
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Increasing and maintaining compliance with federal regulations.
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Improving change management with easy-to-use tools and workflows.
When digital governments work at their peak performance, the efficiencies created go beyond just time and money. Reducing walk-in visits and call volume speeds up important processes, allows government to operate more efficiently, and opens opportunities for staff to focus on longer-term goals.
The shift in customer expectations means there is now an expectation for the same convenience from government that customers get from private companies.
Digital service delivery simplifies complex processes and puts an end to the longstanding image of the DMV being a place of never-ending lines and bureaucratic confusion
Some ways DMVs are implementing these digital changes include:
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Online portals: DMVs create digital experiences that guide users through license renewals, title transfers, and address changes with step-by-step instructions that require no in-person visits. DMVs can rely on secure, end-to-end transactions when those portal services are integrated with identity verification systems and payment gateways.
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Appointment scheduling and self-service kiosks: If customers wish to come to a location, they can accomplish most, if not all, of their needs through a kiosk instead of waiting in lines while also having staff available to answer questions that might arise.
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Mobile-friendly interfaces: By giving users the flexibility to engage with DMV services through the digital tools most convenient to them, users are more likely to complete required forms in a timely manner with reduced risk of incorrect information, thereby reducing staff time to schedule appointments or calls to correct errors. Multilingual support and accessibility features also help in this goal.
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Real-time dashboards: Internally, managers can observe and maintain efficiency by leveraging real-time dashboards that provide insights into service usage, bottlenecks, and performance metrics. Armed with this powerful data, managers will find continued ways to more effectively serve public needs while keeping a focus on cost and staff time efficiency.
Start implementing self-service digital options
Digital platforms allow residents to access DMV services anytime, anywhere. While some states have started to integrate more technology-forward options for their users, a self-service mindset is key to providing the most accessible interactions, regardless of where and how a user connects with the service.
One way that DMVs can begin the process of digital evolution is to focus early implementation on high-volume services like license renewals and address changes. By empowering managers to target common chokepoints in these processes, digital tools can automate notices to communicate with users about deadlines, incomplete steps of the process, or other follow-up communications that help users better solve their own issues without having to visit or call the DMV office.
Implementing a data-driven mindset to digital service delivery will also help DMVs better understand where there are new opportunities for automation and identify the areas where the most impact can be created. At each step of the process, however, it’s important to make sure services prioritize accessibility and mobile usability to meet the diverse needs of the community.
This shift to a process that delivers end-to-end service enrollment without staff intervention not only improves customer satisfaction but also builds public trust in DMV services. An informed populace is one that is more willing to trust their government and the work they do. By building digital experiences that put more control in users’ hands, DMVs can increase transparency while maintaining data safety and security.
Digital DMV services aren’t just a “nice-to-have” for state transportation agencies. Today, they are a “must-have.” Granicus is a trusted partner that has helped government organizations and agencies at the local, state, and federal levels develop, implement, and succeed at digital transformations that change the way public and government interact on a daily basis.
Discover how digital service delivery can make for more efficient DMVs, save budget, and increase staff work time. Contact us today!
