New York governor announces statewide DMV modernization project
New York State Gov. Kathy Hochul announced plans on Wednesday to overhaul the state’s Department of Motor Vehicles by contracting a new software company to upgrade the agency’s aging technology systems.
The state selected government software company Fast Enterprises to replace and consolidate “a significant portion” of the technology used in New York’s DMVs — some of which, a news release said, are more than 50 years old.
The state said the project will be completed in two major stages over approximately the next four years. Focuses include introducing process automation, modernizing computer systems and online applications and eliminating some paper forms.
The software system from Fast Enterprises, which is used in at least 15 other states’ motor vehicles departments, is designed to offer more online and self-service options, the release said, including the ability for residents to create their own “comprehensive customer profiles,” so DMV staff can see information in one place. That will allow staff to provide a more personalized experience and proactively flag upcoming issues, such as license expiration, the release continued.
“This is a strategic investment and a huge undertaking, but we know the important role our agency plays in the lives of New Yorkers, and this project will help us serve them better, faster, and will make our customer’s lives easier. It will also put our agency on a better footing for future upgrades, so our services can continue to evolve as technology improves,” Department of Motor Vehicles Commissioner Mark J.F. Schroeder said in the news release.
New York’s broad DMV modernization action follows several other improvements that have been announced to improve customer service at the DMV. These include enhancements to the DMV online transaction portal, which has been online for about 10 years. The department has also expanded its online live chat portal that connects residents with DMV representatives.
The IT upgrade is also part of Hochul’s emphasis on improving customer service. Last fall, the governor announced the hire of Tonya Webster, the state’s first chief customer experience officer, who is focused on transforming service delivery.
“As a former County Clerk, I know first-hand the importance of the DMV in providing critical services to New Yorkers,” Hochul said in a news release. “These investments are a major step forward in the DMV’s strategic modernization as we look to create a quicker, easier and more convenient experience for everyone.”
