Process Re-engineering for Service Delivery
The Virginia Department of Motor Vehicles (DMV)
is a governmental agency in the Executive Branch of Virginia state government.
DMV administers motor vehicle and tax related laws for the continued benefit of
all citizens of the Commonwealth of Virginia. These include titling and
licensing, transportation safety, and other motor vehicle-related laws and
Nearly 2000 full and part-time employees meet
DMV's daily mission of providing transportation services to customers in
Virginia via an administrative center located in Headquarters in Richmond,
Virginia, 74 Customer Service Centers and 40 DMV Select offices located
statewide which provide a service alternative to visiting a full-service DMV
customer service center. Local governments and private entities are contracted
to provide secure, select DMV transactions at convenient locations.
Total vehicle registrations currently stand at
7.5 million and licensed drivers number 5.3 million. To ensure that service
levels are maintained and to sustain the business value offered to these
customers, DMV decided to implement a modeling process for the most commonly
provided services as part of its efforts to reengineer processes and define the
requirements for a replacement of its legacy computer system. Sparx Systems
Enterprise Architect was chosen to support this initiative.