I. Problem Statement
Visiting the Department of Motor Vehicle Services (DMV) is a time-consuming and often frustrating experience – inconvenient hours, multiple waiting queues with long lines, limited service offerings at some locations, etc. Although state websites, and even a privately owned website (DMV.org) that claim to simplify the DMV experience, provide access to forms and offer some digital conveniences — such as scheduling driver’s test, renewing license/ID, renewing vehicle registration — there is currently no way to avoid a trip to your state-level government agency at some point in your adult life.
Additionally, the deadline for compliance with Real ID, a federal law standardizing state-issued driver’s licenses to improve security and reduce identity fraud, is October 2020. Although Real ID is optional, without it, travelers will need another form of federally-acceptable identification to board domestic commercial flights after the deadline. In the next year, millions of PA residents will need to visit a DMV for in-person documentation verification in order to get their Real ID.
II. Proposed Solution
More than 10 million people have a PA driver’s license or state ID. Ten percent of current license/ID holders are expected to upgrade to Real ID by October 2020 and another 1.2 million people after the deadline. In order to handle the magnitude of people needing new IDs, the DMV will need an alternative service method to support its already problematic process structure.
We aim to create a DMV mobile application to alleviate some of the existing pain points by enabling: digital license renewal, document and form uploads for fast-pass service at DMV, electronic check-in to reduce wait times, and real-time estimates of wait times.
III. High-Level Technology Requirements
We will leverage facial recognition and e-signature technologies to renew licenses and digitize other cumbersome DMV tasks. For duties that need to be verified in person, the app can act as a “fast-pass” to show you existing wait times and reserve your spot before you get there to avoid the long line.
The project will focus on:
- Digital Strategy
- Systems Processes
- Big Data
- Internal Process Improvement and efficiencies
- Industry regulations and laws
- DMV App Branding / Repositioning
- Marketplace position
IV. Market & Stakeholders
- DMV (IT Department, Leadership, Marketing, Interns, Finance/Accounting)
- External IT team
- Pennsylvania Government
- PA Citizens (Drivers & Residents)