Attending the American Association of Motor Vehicles Administrators (AAMVA) 2019 Annual International Conference (AIC) for the first time was a privilege, to say the least. Not only did I meet with DMV leaders, regulators, and industry experts to hear their visions for the future, but I also learned how motor vehicle administrations are leveraging data and technology to better serve customers...now
Say goodbye to long lines and repeat DMV visits. Next up for motor vehicle administrations are strategies for Real ID conversion, system modernization trials, and the futuristic reality of Mobile Driver’s Licenses (mDL).
While there were several exciting learnings, here are my three key industry takeaways.
The future is here for DMVs and a Mobile Driver’s License, or digital driver’s licenses that operate on smartphones, is a big part of that. In our “there’s an app for that” world, why not make one for driver’s licenses too? Ever forgot your license at home?
Aside from convenience, mobile driver’s licenses have the potential to combat fraud and reduce identity theft. The move to mDL will lead us into a more efficient, more secure world, and the concept is being adopted at a rapid pace.
While motor vehicle administrations are focused on hiring more staff and making process improvements, upgrading technology will truly move the needle for efficiency and high performance. Throughout AIC exhibit halls and conversations with agency leaders, it was clear technology acquisitions and upgrades such as new queue systems, modern database systems, online and kiosk services, and analytics software tools are making a measurable impact. While these new technologies often require dedicated project teams, new training, and reasonable investment, they are effectively solving deep-rooted challenges.
Data is like fuel for a car and it is the heart of all new business efforts around technology, people, and processes. The concern with bad or dirty data in legacy systems is a major risk of reaching effective outcomes for large projects. Among DMV leaders, the top concerns were in areas such as duplicate customer records, inaccuracies in critical data elements like name, address, and contact information, and the inability to identify anomalies in customer data that signal fraud or customer service problems.
In a similar light, administrations are also looking to learn more about their customers in order to provide relevant services. Leaders continue to invest in data enrichment, special surveys, and industry reports to aid the decision-making process. Just as a car can't run without fuel, DMVs can't operate without clean data.
Does your DMV have major projects that require clean, accurate data? If data quality challenges are roadblocks for your organization, we would be happy to discuss your pain points and offer strategies to solve them.