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DMV Seeks Planning Help as It Moves to Digital-First Services

The California Department of Motor Vehicles seeks assistance in creating a planning methodology for a five-year infrastructure plan as it shifts to digital-first for customer interaction.

The California Department of Motor Vehicles headquarters.
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One of state government’s most recognizable and significant entities is seeking assistance from IT vendors in planning and methodology, to potentially change how it thinks about real estate and digital versus in-person services.

In a recent Request for Proposal (RFP), the California Department of Motor Vehicles (DMV) is calling for a contractor to assist it in “developing a planning methodology for DMV’s 5-Year Infrastructure Plan,” creating a “viable” five-year infrastructure plan and delivering training to DMV staff on the new planning methodology and “associated procedures.” Among the takeaways:

  • DMV maintains a “comprehensive five-year infrastructure plan” in accordance with government code, and to plan for “the ongoing construction, maintenance and renovation of DMV facilities,” according to the RFP. During the department’s 2021-2022 planning process, however, it saw a need to “increase digital transactions and reduce its physical presence while continuing to serve customers who require in-person interactions.” This shift in goals and objectives prompted DMV to hire an independent contractor to study field offices to understand how they can evolve and the “spatial requirements needed to support future in-person transactions.” The department developed new service models and design to meet customers where they are and direct them toward more digital self-service.
    “As the department shifts to a digital-first organization policy for customer interaction, it is imperative that we rebuild a modern five-year infrastructure plan that incorporates these new recommendations, data models, and planned transformation efforts into our facilities planning process,” DMV said.
  • DMV’s current planning process to locate new or relocate existing field offices uses GIS and Census and population data, and products including Esri’s ArcGIS and Tetrad’s PCensus Analyst, part of “a defined set of tools and a historic methodology.” But in shifting to digital-first, the department calls it “imperative” to revise planning methodologies and “rebuild a modern plan which includes new recommendations, data models and planned transformation efforts.” The existing plan, for example, doesn’t consider office closures because the need for statewide services has only grown or shifted. Going forward, however, the department will need to document transactions shifted to digital channels; model offices with revised service concepts; and add sections for decommissioning and consolidating offices to its plan. The plan will, DMV said, “incorporate elements of how DMV is moving the property inventory forward to match the needs of the digital world while decreasing costly properties as their obsolescence becomes apparent.” Project tasks include reviewing and interpreting the current planning process and strategic direction and developing and implementing a “comprehensive change management plan to facilitate the smooth implementation and transition to the DMV of the future.”
  • Minimum qualifications include being located in the U.S. and registered to do business in California, and having at least five years’ experience “developing and implementing business process improvements of an operational nature within large government agencies and/or commercial entities” with staff of at least 3,000. Respondents must also have at least five years’ experience in “data analysis, tracking, and methodologies for continuous improvement” and at least three years’ experience “guiding and providing project management of implementation of business process improvement of an operational nature based on best-practice methods.” The contractor selected will also need at least five years’ experience “facilitating large meetings with high-level executives,” doing interviews and environmental assessments, and data collection and analysis.
  • The contract term would be approximately six months, and the contract’s maximum value would be $125,000. The RFP was released Oct. 14, and written questions from respondents are due by 4 p.m. Friday. Answers will be released by 5 p.m. Oct. 28. Proposals are due by 4 p.m. Nov. 3. The estimated start date is Dec. 1 or on contract approval; the end date is June 30.
Theo Douglas is Assistant Managing Editor of Industry Insider — California.