The acting director of the troubled department says a corrective action plan will be sent to the Department of Finance, which began the audit last year after public anger over long wait times and problems with the Motor Voter registration program.
The state Department of Finance issued a critical report Wednesday about the Department of Motor Vehicles — and the DMV agreed with the findings and recommended remedies.
The purpose of the Department of Finance (DoF) audit was twofold: to assess the efficiency and effectiveness of the DMV’s current operations and make recommendations to improve its practices and enhance the field office customer experience; and to evaluate the DMV’s IT system and its impact on the field office customer experience.
The audit includes a lengthy section detailing the department’s problems with technology, along with recommendations. (Some of these problems are not unique to the DMV; to those in the private sector, some are familiar.)
Problem: Insufficient network system infrastructure and lack of monitoring processes contributed to field office outages, impacting customers’ ability to obtain DMV services.
Problem: Project prioritization, management, testing and documentation practices need improvement.
In the DMV’s response to the audit, the department’s new acting director, Kathleen Webb, acknowledges the shortcomings of the DMV’s past business practices and notes that remedies are either planned or already in the works.
Specifically in the area of IT, Webb said the agency has already undertaken or will undertake key steps of interest to the tech industry, including:
“DMV is working with DoF on a Spring Finance Letter that will request funding, where needed, to implement several of these recommendations,” Webb writes in her response.
Newsom has assigned Secretary Marybel Batjer of the Government Operations Agency (GovOps) to head a DMV Strike Team to investigate, diagnose and recommend solutions to the department's problems.
The Sacramento Bee reported that Brian Annis, secretary of the California State Transportation Agency, said in a statement that he’s confident that the DMV, which comes under his aegis, can turn things around.
"The Department of Motor Vehicles is at a period of transition,” Annis wrote. “It’s my expectation that the department will fully implement the Department of Finance audit findings, continue work to streamline processes and improve the overall customer experience for all Californians.”
This article was originally published by Techwire.net, a sister publication of Government Technology.