From Paper to the CloudHow eLICENSING is Changing the way TxDMV Does Business

2017 Annual ConferenceAugust 7, 2017

2

Presenters

Eric ObermierChief Information OfficerTexas DMV

Daniel AvitiaDirector of Motor Vehicle DivisionTexas DMV

Josh Marcus Deloitte Project ManagerDeloitte Consulting, LLP

3

TxDMV

4

TxDMV History & Background• Registers 24 million

vehicles a year• Credentials intra- and

interstate buses and trucks

• Issues oversize and weight permits

• Awards law enforcement grants

Functions

• The Motor Vehicle division licenses dealers and manufacturers and other motor vehicle-related businesses.

• The dealer licensing system helps to ensure the sound distributing and selling of motor vehicles, and the proper regulation of motor vehicle licensees.

Dealer licensing

TxDMV is overseen by a nine member, governor-appointed board that is the agency’s policy-making arm. Daily operations are overseen by the agency’s executive director.

Organization

In Texas there are more than 2,500 licensed new (franchise) vehicle licensees, almost 15,000 used (independent) licensees, and 9,000 salvage licensees.

Texas License Holders

TxDMV was created in 2009, making it the youngest agency in the State. It’s mission is “to serve, protect and advance the citizens and industries in the state with quality motor vehicle related services.”

5

Dealer Licensing

Who the clients are

• In Texas, dealers are required to be licensed before selling motor vehicles or salvage vehicles.

• There are 11 different dealer and industry license typesWhat is dealer licensing

• Individuals who are trying to open a new dealership in their area or other motor vehicle industry businesses, such as lessors, converters, and manufacturers

• 24,000 license applications processed annually

Services they requireThe agency needs to:

• Review and process applications

• Facilitate disputes between dealers, manufacturers, and protested applications

• Distribute metal dealer plates

• Process public records requests

• Process complaints and cases against licensees through the administrative case process

6

The Problem• Inefficient paper-based process for car dealers and manufacturers when applying for licenses.

• Fragile and unstable legacy application used by TxDMV employees for processing the paper-based applications.

• New development had been halted due to ongoing system instability and already had plans to modernize and replace it

• There was no integrated system to be used across all the divisions in the agency.

7

Pollp If you were a motor vehicle dealer applicant, how long

would you expect a government agency to approve or deny your application?

p 1 weekp 2 weeksp 1 monthp 3 monthsp 1 year

After poll: Actual average: XXX time

8

PollWhen you are filling out a basic application, do you prefer to interact:p In personp By Mailp Onlinep Phone

9

Our Solutionp We implemented our eLICENSING system as the license

application software solutionp We built the application on the Salesforce Government

Cloud, which is specifically for use by U.S federal, state, and local governments

Government Cloud

10

eLICENSING

Web-Based License ApplicationsPaper License Applications

We went from a paper application to a modern, cloud based solution, with added features such as mapping, electronic signatures, and electronic criminal background checks.

Each application was often dozens of pages with attachments

11

Business Meritsp Interact with customers in a way that customers want to interact

with organizations today: convenient, online, and whenever they want

p Reduce the amount of paper for customer and TxDMV staffp Stable system with an intuitive user interface to reduce

dependency on TxDMV support staffp Common workflows and a single view of the customer across

multiple TxDMV divisions

12

Technical Merits and why we chose Salesforcep Salesforce offers a cloud-based platform that is highly-

available and scalablep Putting this in the cloud let us focus on the application and

not on the underlying infrastructurep The technology provides us existing frameworks to

customize for Case Management and Workflowp We have a wide selection of

applications in Salesforce’s App Exchange to easily add new features for mapping, customer service, etc.

13

How we did itOver the course of 18 months our team built our eLICENSING solution and we went live internally on February 28, 2017 and externally on March 6, 2017.This required: p Salesforce AppExchange business apps that implement key features such as

geographic mapping and electronic signaturep Custom-built interfaces to third-party systems using Java and Salesforce web

servicesp Data migration from two legacy applications to Salesforce using Informatica

Legacy Data

Stores

• Extract, Transform, Load (ETL)

• Data Cleansing

App Exchange Apps

Third Party Systems

Texas Department of Public Safety

Texas Secretary of State

Texas Department of Insurance

Other TxDMV Systems

14

Solution Highlights

Data Migration to cloud317,000 Applications162,000 Licenses173,000 Cases15 million Case Comments

Integration23 interfaces implemented5 App Exchange Products5 Sites Accessible to General PublicOnline Community with 100,000 license seats

Client CommunicationsCorrespondence Module with 120 templates

Self Service ImplementationFirst self-service automated dealer licensing application in the nation Application Processed

24,000 license applications processed annually

System Usage every day

200 internal users and over 30,000 external users with 500-800 users accessing the system per day

government cloud

15

Force.com platform

Custom Apex code and workflows implement business

logic

External Site for Licensees

eLICENSING Under the HoodInternal Site for TxDMV Staff

Custom objects

Custom workflows and App Exchange components

implement business logic.

Standard Salesforce user interface and queues

Standard objects

Custom Visualforce pages that are branded, easy to use, and mobile enabled

Profiles, object permissions, and sharing rules control access to data, screens, and features.

16

Process AutomationAs part of the eLICENSING implementation the following processes were fully automated:

n Application completion and submissionn Initial validation of the applicationn Application review and processingn Payment processingn Mailing licenses to the applicantsn Electronic signature mappingn Real time reporting for onsite investigations through mobile

devicesn Criminal background checks

17

Poll(Before hopping into the results let’s poll the group on what the results were from this transition from paper to online)p How much faster do you think apps are processed now? p What do you think was the most improved function in terms of

time?n Paymentsn Application Processingn Client communication

18

Business Impacts and ResultsApplication Step Old Applications eLICENSING

Customer types data into form Manual (1.5 hours) Prepopulated (10 minutes)

Time in mail 3-5 days 0 days

Processing check payments by State Comptroller

3-5 days 0 days

Sorting and processing mail by TxDMV staff

2-10 days 0 days

Processing credit card payment 3-15 days 0 days. Instant via online payment gateway.

Preparing documents for scanning 2-5 days 0 days

Scanning and uploading documents 2-5 days 0 days

Rekey data, review, and process 2-8 weeks 3 weeks to review and processNo rekeying

Communicating license decision to customer

Prior system would generate email notice, but license would be sent via mail (4-7 days)

License is available electronically immediately upon approval

Typical total time savings of 2 months per application

19

Lessons Learned

Data Cleansing

The Importance of Piloting

Requirements

Communication

We initially underestimated the amount of time that would be required for data cleansing.

Piloting our project with internal users and a small team of external users was very effective, and should be considered for other projects.

High quality requirements are essential, and a high level of engagement between business and the IT/development is required in order to create them.

• Meeting minutes are essential, as decisions and action items are lost without them.

• Keeping all parties in the loop on design decisions can reduce misunderstandings later on

This project required us to move from a data-center supported solution to a cloud-based SaaS solution.

20

Key Take Aways

p Well-designed client-facing applications can streamline business process and improve customer satisfaction

p Cloud-based technology can accelerate application deliveryp Lessons learned by TxDMV with the eLICENSING solution can be

put to use by other organizations