NYS Forum IT Corporate Roundtable Technology Strategies at NYS DMV Adam Gigandet ITCR Work Group Meeting Friday, July 01, 2011

Degree of Leadership and Contribution to Competiveness Agenda Strategic System Innovation Grow Continuous Incremental Innovation Degree of Management Radical Innovation Unplanned Improvements Degree of Leadership and Contribution to Competiveness Run Transform Challenge: latency between the business strategies and IT solutions causes frustration and can trigger autonomy in agency technology decisions. A lack of recognition of the cross-functional dependencies is a recurring issue. Strategy: balancing innovative early wins and longer term solutions, while bundling IT strategies at every opportunity. Foundational enablers to shared and self services: Project portfolio management Service oriented architecture Master data management Managing demand with limited resources Application system support strategies Data management challenges Innovation – the game changer MyDMV

Shared Services Enterprise Shared Services Focus Systems Master Files Identities Infrastructure Foundational Strategies Project Governance Service Oriented Architecture Enterprise Information Management Virtualization Beyond the people and processes, the shared service strategies focus on application systems (SOA), data, identities, and infrastructure

Program Owners Enterprise Shared Services Safety Programs MyDMV/eDMV Services Governors Traffic Safety Committee Field Operations Division of Field Investigation Central Operations Integrity Office, Audit Legal, Appeals, Hearings Fiscal and Human Resources Ticketing Systems Agency Program Services Vehicle Safety Communications Motor Carrier, Accidents Information Technology Mapping high level program owners to help measure demand and identify gaps in support… Project portfolio Application portfolio Data stores Hardware/software assets, dependancy mapping Requests, incidents, defects Performance based system health indicators (beyond anectodal) Defects (prod), outages/incidents, requests/issues. Priority-mission criticality, risks, extensibility/flex Demand mapped to 16 high level functional business areas

Project Priorities 60% Executive sponsored projects 400 total projects in the portfolio 70 current projects (initiating, active, implementing) 44 projects executive sponsored (AWW, strategic, etc.) 8 projects federal an state mandates 11 projects ‘keep the lights on’ technology initiatives 7 projects supported by a specific unit through a business case 60% Executive sponsored projects 10% Business cases sponsored by a specific business area 10% Federal & State mandates 15% Maintenance/Upgrades

Business Case, Analysis Project Portfolio Management ORIGINATION Business Case, Analysis INITIATION Charter, Scope PLANNING Scope, Requirements Spec, Business Rules EXECUTION & CONTROL Functional Specs, Design, Code, Test, Implement CLOSEOUT Monitor, Adjust TIME EFFORT Commit Estimate Business case and managed scope of work have become institutionalized by necessity as a way to validate and align resource investments Preliminary Estimate Project Portfolio Management Foundational strategy #1 for shared service capability. Business case with high level estimates is ‘origination’ gate.

System Ownership 150 systems cataloged in the application portfolio. Criticality rating is directly related to priority. Most development is in-house, preference is configure verses customize Multiple use ‘enterprise systems’ verses specialized Cross-functional and shared services have become a necessity Over 60% of our systems are running strong Over 30% are in various stages of upgrade 5% are awaiting the first opportunity to eliminate them 250 software product lines supported. Software catalog has level of support rating: 1-supported, 2-limited support, 3-unsupported TIME Tolerate (38%), Invest (25%), Migrate (31%), Eliminate (5%)

SOA Software Stack Service Oriented Architecture Foundational strategy #2 for shared service capability. XML, ASP.NET, Actional, Shadow, Biztalk, Documentum are enablers

Data Store Owners Over 500 databases and master files Data integrity is a key to self-service capability (from assured identity to address verification). 15 million active customers with multiple assets Interdependencies with many federal, state, and local government agencies (150,000 transactions per day with LE) Trading partners at various levels: fleets/carriers, insurance, courts, emissions inspections, data providers, etc. Business entities are a current challenge for integrity (regulated businesses, fleet companies, etc.) Enterprise Information Management - Data Management Strategies Shared master data asset management: metadata catalog, Universal Client ID Number Increased validation at point of capture Shared customer contact information Analytics self-service for performance/planning Data ownership and integrity stewardship Business customer alignment Over 500 databases and master files Over 500,000 real-time transactions per day 150,000 external file exchanges per month Over 500 one-shot data requests per year

Single Customer Viewpoint NY.Gov Directory Services MyDMV Directory Universal Client ID Contact Information Master Data Repository Admin License Vehicle Ticket Businesses Fingerprinting Driver Responsibility Bad Checks Refunds Sanctions Accidents Medical Driver Insurance Inspection Plates Title Adjudication Appeals TSLED Regulated Facilities Driving Schools Fleet Programs Single client operational MDM hub for transactional system alignment and enabling CRM Outdated and limited analytical operational data store exists (1998), and will be replaced as a staging for analytical MDM. Master Data Management Foundational strategy #3 for shared service capability. Universal Client Identification Number is an enabler

Virtualization Foundational strategy #4 Private cloud infrastructure 2011 SAN expansion: 24T existing+14T expansion (38T) running 370 virtual servers Incremental [active<->active] redundancy between DMV, SEMO, and co-location site Tiered storage with archive (de-duplication) and both file and database tapeless backup Application virtualization implemented, desktop virtualization in exploratory stage Foundational strategy #4 Private cloud infrastructure Agility, high availability, and elasticity

MyDMV Identity Assurance Procedure for online identity verification aligns with state and federal standards To create a MyDMV account, customer must have obtained an NYS DMV photo document (license, permit, non-driver ID), which requires in-person identity proofing at a DMV office DMV Registration Authority DMV’s online identity verification services are available to NYS entities through NYS Enterprise Identity Access Management (EIAM) initiative DMV is able to have online relationships with our customer because we are highly confident that the person creating the MyDMV account is who they say they are, by State and Federal standards. In order to create a MyDMV account you need a valid DMV photo document (a driver license, permit, or non-driver ID). To get driver license you need to be identity proofed at an office. Customers must provide their Client identification number, Date of birth, Last 4 digits of their SSN, ZIP Code, License Document number Like a security code on the a credit card, the license document number is unique to the license document – if get a new license, or report your license as stolen, it’s the one on the document is no longer valid Through the Enterprise Identity and Access Management initiative, which is being spearheaded by the CIO/Office of Technology, DMV has made its online identity service available to any New York state agency that needs to conduct business with their customers online, and needs a high level of assurance of the customer identity.

MyDMV MyDMV Sign on NY.GOV ID Login Password resets Security While customer identities are established through DMV, customer usernames and passwords are created through OFT’s NY.Gov ID service. NY.Gov IDs make it possible for citizens to create a single username and password to access services multiple state agencies. Customers can use their NY.Gov ID for their MyDMV account, their online service account at the Department of Tax and Finance Using NY.Gov ID for user authentication has many benefits for DMV OFT provides user account support, such as online and call center password reset support OFT maintains current customer contact information, and the customers authorization level and shared fraud management – all agencies participating in NY.GOV ID are notified of any fraudulent activities

MyDMV MyDMV Portal Page Here is a sample of the MyDMV homepage customers access when they log on. The page welcomes the customer by name displays their email address with an option to update Displays any alerts from the services the customer has signed up for Displays MyDMV services that are available and coming soon At the moment – the available services include: - Address Change Paperless Reminders for inspections and registrations renewals Request for restoration after revocation, and the Teen Electronic Event Notification Service (TEENS) I’ll provide an overview of each of these, starting with TEENS, the first MyDMV service

MyDMV TEENS Crashes Moving violations Convictions Suspension and revocations TEENS provides notifications to parents and guardians of changes to their child’s driver record. The service was launched last August.

MyDMV TEENS Notifications / event summary (it’s a good thing this is a test sample!) Here is sample list of notifications that would appear on a TEENS driver recod – it’s a good thing this is a test sample – if this were real this teen would be in a lot of trouble! TEENS was chosen as the first MyDMV service because we knew that the online enrollment would be relatively small and therefore we could use it as a guinea pig and identify and resolve issues before launching higher volume transactions. Customers who want to enroll can do so at an office when they sign their child’s permit or license application, or through MyDMV. Only a small number of customers have enrolled through MyDMV, around 150, compared to about 30,000 customers who enrolled at an office. The first few months there was very little customer activity, a few dozen enrollments, mostly DMV employees with kids. While it would have been nice to have more users in the system to see how it worked, it was nice just having it up to kick around.

MyDMV Address Change Address updates to license and registration records Approximately 700 address updates / day Address changes by Call Center and processing centers decreased by 40% 35% increases of online replacement document transactions for updated address The second MyDMV service, address change, was launched last December, though we did not promote it on our website until February – again, to make sure we worked out major kinks. Address change is a big deal for DMV, as an updated address needed to perform many DMV transactions online, such as order a duplicate license or registration document, or renew a vehicle. Address change volumes are quite large – we’re doing a little under 700 a day As a result, the number of address changes handles by our Call Center has dropped from around 933 a day to around 520 per day. Address changes processed through the mailed have fallen by 50% Revenue from online transactions that require an up-date-address are growing. Depending on how you count it, online license duplicate transactions have increased by between 35% and 50%.

MyDMV Paperless Reminders Inspections and registrations Potential for significant print postage savings 1.7+ million online registration renewals / year Paperless Reminder for Inspections and Registration Renewals was also launched in February. So far, customers have enrolled approximately 8,500 plates in the service. These customers will receive email reminders when their registrations are due for renewal instead of a paper notification. As an added benefit, they also receive reminders when their vehicles are due for an inspection. The manage account page displays plate images, some limited vehicle information, registration and inspection expirations. Plates enrolled in the service can be renewed using a simplified renewal process. While enrollment volume currently relatively low, DMV hopes to get as many as a quarter of the vehicle registrations that are renewed online enrolled in the service, about 400,000 plates. This would result in fairly significant print and postage savings for the state, and would be good for the environment.

Innovation Strategy Iterative and incremental Research Proof Pilot Implement Extend Research, benchmark, and assess strategies POC top candidate(s) Pilot recommended choice Implement or rollout at a production scale Extend while the iron is hot Iterative and incremental Requires pay-as-you go contract vehicles Peaks and valleys for specialized support Change management is critical

Questions Adam Gigandet, CIO NYS Department of Motor Vehicles 518-474-0605 Adam.Gigandet@dmv.ny.gov