Expert Answer:Implementation plan

Answer & Explanation:Write a implementation plan for a DMV project (PART 3)sending attached the midterm paper (completed) to have it as reference for the rest of the project.please also format the final paper in APA format.instructions attached!



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The DMV and Efficient Service Delivery
Fernando Konrath
Aki Shigeyama
Tyler Brett
Bogdan Sevastianov
Chapman University
The DMV and the inefficiency we seek to improve
The California Department of Motor Vehicles is a government organization responsible
for registering vehicles and issuing driver licenses to California residents. There are
approximately 33 million registered vehicles, and 23 million licensed drivers in California. Other
functions of the DMV include recording vehicle ownership records, maintaining driving records
including accidents and convictions, and issuing ID cards to individuals. The DMV has around
180 field offices and employees over 9,000 people. Every year, The DMV collects
approximately $6.5 billion in revenue (LAO, 2018).
Every day, the number of vehicles and drivers on our roads increases. For those who are
just becoming of age to drive, those immigrating here as undocumented immigrants, and others
moving here from across the country, the population of California is growing. The California
Department of Motor Vehicles is still operating on the same platform as it did when it first
opened in 1915. Today, the DMV is facing historic and unprecedented surges in demand,
coupled with stagnant budgets, outdated infrastructure, and little strategic planning to meet its
many challenges. In 2015, the DMV implemented a new “REAL ID” program, which required
all California drivers to upgrade their license to a federal ID to fly domestically within the United
States (CA.Gov, 2019). This process requires all drivers to make an office visit, dramatically
increasing the wait time of lines formed at DMV offices across the state. In August 2018, for
example, average wait times were nearly two hours in the state’s largest DMV offices. Out of
that, 16 percent of all customers had wait times of more than two hours. Some of the busiest field
offices are found in Los Angeles/Orange County, as well as the Bay Area. Going in the morning
toward the beginning or middle of the week is an excellent strategy to minimize the wait times
(CA.Gov, 2019). If you don’t make it first thing in the morning, the average wait times
throughout the rest of the day tend to be fairly consistent.
If the DMV was under private ownership with competition, that would have gone out of
business years ago. But since they are a publicly funded government organization, they have no
incentive to make a change. We the people need to advocate and fight to improve our department
of motor vehicles. It is clear that changes are essential if the DMV is to meet its most immediate
challenge successfully. Doing so can increase the demand for REAL ID driver licenses before
the October 1, 2020, federal deadline without the surge in wait times that customers experienced
in field offices. In July 2019, Governor Gavin Newson appointed Steve Gordon as managing
director, and Kathleen Weeb as Chief Deputy Director, as well as two directors in the office of
public affairs in hopes of improving the reputation of the DMV (CA.Gov, 2019). Our group’s
ultimate goal is simple. We want to improve the process of obtaining a driver’s license in the
state of California.
Describe your proposed solution
In order for this to happen, ​our solution would be to discontinue having proctors for the written permit exams and move towards having kiosks that are completely
self-service. ​Automation plays a key role in the improvement of the services provided by the DMV. Some DMVs have already implemented kiosks, however their
functions are limited to the renewal of car registrations and a few other basic functions that can be done online. Although DMVs already use kiosks for test
taking, the exams still require proctors to prevent people from cheating. In order to ​change this, the DMV would purchase self-service kiosks, where customers
can walk up and take the test in a secured online format. To verify identity and prevent cheating during the exam, a camera with facial recognition features, along
with a fingerprint scanner will be used to ensure the customer taking the exam is indeed the driver license holder. Test conditions in the DMV are not very
consistent or fair. There is typically only one proctor in the room, with 10-12 people taking exams, as well as other people standing line waiting for their results.
Therefore, it is very easy for someone to look over at another person’s screen, ask for the answer or even have someone else take their spot in the exam. The new
kiosk with advanced facial recognition features will be set up so that the test will automatically end when the software detects if the person is either away from the
screen or is not looking directly at the screen for more than five seconds, in order to prevent any methods of cheating stated earlier. Once the exam is finished, the
kiosk will print out a receipt with a score and instructions for the test taker on where to go next. Getting rid of exam proctors, would allow the DMV to reallocate
the manpower currently used to administer testing. This way, DMV services will have more employees to deal with customers that need a human being to interact
with and reduce wait time as much as possible. ​Due to a diverse demographic population in the United States, a language barrier is a potential concern for
customers. To tackle this problem the kiosk screens will have multiple different languages to choose from, including English, Spanish, Mandarin, Korean and
All the solutions proposed above require specific technologies to be implemented including advanced self-service kiosk, facial and fingerprint recognition, and a
larger, more secure database. Facial recognition software will capture your face and compare it to a database of known faces. Your facial signature, (distance
between your eyes and distance between forehead and chin) is processed by AI, which then chooses the appropriate match from the database. Facial recognition
software will incorporate 3D facial recognition, instead of 2D for significantly increased accuracy and speed. Technologies such as, data warehouses will be
implemented so that customer information can be stored in a safe environment and extracted quickly when needed. The input-processing-output-storage cycle
would be an appropriate model for receiving and storing biometric data, such as fingerprints and facial scans. The input would be the physical scans of the
customers face and finger, which would then be processed by looking for any matches in the system. The output would be showing the results on the screen,
“match” or “no match”.
IT infrastructures, such as data centers are the physical buildings or houses that store the network servers and equipment. For the DMV, it is visited by hundreds
of thousands of customers each year, therefore it is necessary for them to be equipped with sufficient infrastructure. Each DMV will have a data center, where
they will place their network servers
Databases and data warehouses will be used to store and manage data that flows in on a daily basis. ​A data warehouse integrates data from multiple databases and
data silos, and is built to store large quantities of data and enable quick queries across all the data. Data warehouses are optimized for online analytical processing
(OLAP) systems to enable multi-dimensional queries against historical data. A database was built to store current transactions and enable fast access to specific
transactions and query processing, known as Online Transaction Processing (OLTP). Databases will be useful to store customer data in a safe and systematic
way, while the data warehouse will search for specific data using query processing, by matching biometric figures captured with sensors, to the pre-existing
figures in the database. When the customer’s face and finger are scanned, a question will come up asking if they are indeed the person taking the exam. By
confirming this, it will send a query through the system. When this data enters the database from transaction systems, the data of interest is extracted, transformed
by cleaning and standardizing, and then loaded into a data warehouse. These three procedures are called ETL.
The California Department of Motor Vehicle has served the residents of California for a
long time. With approximately 33 million registered vehicles and 23 million licensed drivers in
California, the department is imposed with a massive role of providing services to the residents.
The department still operates with the same budget despite the population of California being on
the rise. Due to inadequate funding, outdated infrastructure, and little strategic planning, the
programs have experienced various challenges. Such requirements increased the waiting time of
lines to almost two hours. The solution to this problem would be automating the operations of
the company by having kiosks that provide complete self-services. Although this system is used
in some areas in the DMV, there is a need to generalize its use.
With only one proctor and 10 to 12 people taking exams, this technology can help
increase the number of people taking exams, thus reducing the waiting time in the DMV offices.
The available workforce can then be used to serve customers with other needs (Harris, 2019).
Technologies that can be used in the kiosks include facial recognition software to capture the
face and compare it with the known faces in the database. Face recognition software can also
ensure that the test ends once it detects that the person is away from the screen or is not looking
directly at the screen. The other requirements would be data centers to host the network servers
and other equipment. Databases and data warehouses will also be used to store and manage the
flow of data. With these technologies, it can be hard for DMV to increase the number of people
from one proctor, which is mostly ten to twelve people, and serve more than twenty people at
any given time.
CA.Gov. (2019). Governor Newsom Releases DMV Strike Team Report, Announces New
Leadership. Retrieved 13 October 2019, from
Darrah, N. (2018). More than a million illegal immigrants scored California driver’s licenses,
state DMV announces. Retrieved 13 October 2019, from
Harris, E. (2019). Pacific Research Institute | No, Going to the DMV Won’t Get Better,
According to ‘DMV Strike Force’. Retrieved 13 October 2019, from
LAO. (2017). The 2017-18 Budget Department of Motor Vehicles (DMV). Retrieved 13 October
2019, from ​
MGSC 300. Group Final Paper.
Section 1: Flowchart/Pert chart of current DMV Process
Today, the DMV experience is not one that people look forward to. A typical day at the DMV
can cost you up to 5 hours of your life. For this project, you are looking to get your driver’s
license for the first time. Once you arrive at the DMV, you will need to wait in line outside the
building which on average can take about 90 minutes. However, if you make an appointment,
you can skip this line and go straight to the front. However, you must book an appointment about
30 days in advance. Once you finally reach the front reception desk, a DMV agent will check
you in and assign a number. At this point, you can have a seat and listen for the number to be
called. On average, this will take around 90 minutes. Once your number is finally called, A
DMV Agent will go through your paperwork and ensure you have all the valid credentials to take
the test. One confirmed, you will be given an exam and sent to an individual booth to complete
it. Upon completion, you will turn in your test which is usually graded on the spot. If you pass
you will be sent over to the photo line. The wait time at this desk can vary. Once your mugshot
photo is taken, you will receive a temporary permit. After several hours of your day wasted, your
DMV visit is now complete.
Flowchart/Pert of our revised DMV Process
With our revised experience, people will feel a lot better about going to the DMV. Upon walking
in the doors of the DMV, you will walk right up to a new, state of the art, kiosk. There will be
several rows of these kiosks to ensure a quick and efficient transaction. Since you are a first time
user, you will need to check in with your social security number, input your fingerprints into the
system, and get your face scanned. A DMV agent will then walk over and verify all your
credentials are valid. At this time, you can take your exams. For security purposes, you must stay
standing in front of the kiosk, otherwise, you will not be able to continue with your transaction.
This will be monitored by the facial recognition. Once complete and assuming you passed, the
kiosk will take your photo, ask for your signature, and print out your permit. A DMV agent will
then sign off on your permit/license to ensure transparency before you complete your transaction.
Section 2: Identify each technology
Database Management System (DBMS) is a software for storing and retrieving user
data by considering appropriate security measures. A DBMS is a system that is
designed to perform the following using data: create, retrieve, update, and delete. It
allows users to create their own databases as per their requirement. The DBMS
receives and accepts the request for data from an application, and sends a command to
the operating system to provide the specific data. In other, large systems, a DBMS
assists users and other third-party software to store and retrieve data.
The DMV uses Adaptable Database System (ADABAS). ADABAS is not a relational
database like most databases and the system is designed for reliability, high
performance, scalability and low total cost of ownership. Adabas is typically used in
applications that require high volumes of data processing or in high transaction online
analytical processing environments. ADABAS provides powerful functionality, including
support for any type of data structure, data access and replication features, to
participate in data warehouse, business intelligence, and big data environments.
The system delivers extremely high transaction levels, which exceed 1 million
commands per second, with a fraction of the staff and resources needed for a
comparable relational DBMS. This can be a significant benefit when it comes to
performance and flexible record structures.
Our solution states that the DMV will install advanced fingerprint scanning and facial
recognition features. However, since the DMV already integrates fingerprint scanning,
this section will only be concerning the specific applications and requirements needed
for the facial recognition system.
The facial recognition software will be implemented using Gemalto Live Facial
Recognition System. This software is a video-based facial recognition system that
automatically recognizes faces. The system has a face acquisition rate of 99.44% in
less than 5 seconds (against an average of 68%) and an error rate of 1% compared
with an average of 68%. Scanning a face at the DMV will be in a mostly controlled
environment, however, Gamalto adds increased accuracy even in dynamic and
uncontrolled environments. For example, if there are multiple people in the background
or the test taker leaves the screen and returns, the software will still be able to
accurately identify the correct person.
Each facial scan will approximately be 1 megapixel, which will take up about
3 megabytes of storage in the database. There are approximately 27,000,000 registered
State ID holders in the state of California. If we multiply the number of ID holders by the
file size per facial scan, we can determine the optimal storage capacity required for
facial recognition data.
(27,000,000*3 megabytes)/1,000,000=81 terabytes
The equation above shows the amount of storage space needed. Multiplying the
number of ID holders by megabytes per facial scan, gives us a value in megabytes.
Then we divide that by 1,000,000, to get 81 terabytes or 81,000 gigabytes.
Section 3:
Section 4. Evaluating the Effectiveness.
It is important to check the implemented solutions on whether they are producing the desired
results. This will show whether the technology should be carried out at all the other locations all
across the country. Making sure that there is enough increase in performance will save a lot of
time and money.
KPIs or key performance indicators are the indicators of progress towards the intended result,
in our case it is increased efficiency of the Departments of Motor Vehicles. First, and most
important, KPI is the wait time for a person to be taken care of. This can be easily measured by
comparing the time an electronic ticket number was issued and called on. Another important
KPI would be a poll given to the test takers after they are done with the exam. The ratings on
fairness and pleasantness of the experience will be good feedback about the implemented
technology. People would be encouraged to compare it to their previous DMV experience for a
better grasp of the impact of the improvements. Thirdly, the goal of new technology is to get rid
of meaningless jobs. So, a good indicator would be the amount of low-skilled jobs still available.
Our solution should eliminate most of them; so, the lower the number the better. Lastly, a good
performance indicator will be the amount of people being served per month. A word about
drastic efficiency increase at one of the DMVs will encourage people to prioritize it over other
locations resulting in an increase in the number of people.
It is also important to establish Critical Success Factors or CSFs. They will be helpful
indicators of a clean transition. First, any verbal or written complaints about the new technology
must be carefully monitored. It is crucial that the automation does cause too much frustration
and ultimately result in even longer wait times. Secondly, a trained technician must always be
present on sight to ensure a smooth run of the process. He must also take note of any direct
complaints and report it for future discussion.
California, S. of. (n.d.). Platform Hosting – Database – ADABAS. Retrieved from
Total number of licensed drivers in the U.S. – by state 2017. (n.d.). Retrieved from
ADABAS. (2019, September 25). Retrieved from
Video-based facial recognition – Gemalto Live Face Identification System. (n.d.). Retrieved from
Software AG Government Solutions. (2019, October 4). Retrieved from

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