SCOPE Release 2 Connecticut Modernization Program August 2015

DMV Modernization Program In Support of DMV Mission - Safety - Security - Service August 2015CIVLS Briefing 2 CT Citizens Agency Staff Business Partners and Stakeholders New Service Capabilities for ALL DMV Constituencies

Goal This major change is to upgrade our computer systems to make DMV easier for our customers and allow them to avoid coming to DMV offices in person. New online services beginning August 17, Improving the current On-line registration renewal program Online checking for issues that can hold up a Registration Renewal -- property taxes, insurance, etc. Reprinting registration certificate from home Canceling a registration online Ordering online special plates, such as vanity plates Ordering online replacements for damaged plates Providing customers with an option for DMV to to contact them either by mail or August 2015CIVLS Briefing 3 New On-Line Customer Services

About the Project About the Project  DMV is upgrading its 50-year-old computer system  August 11-15, 2015, DMV will be closed except for licensing services, to complete the installation of new software. Licensing services will still be available during this time period at all DMV and AAA offices  Expiration deadlines have been extended for renewals of driver’s license and vehicle registrations. For any vehicle registration, driver’s license, or ID card that expires ON or AFTER AUGUST 11, 2015, renewals can be done without a late fee until OCTOBER 10, Expirations have also been extended until that date.  14 million vehicle and customer records across several DMV databases, and the rewriting of over 40 million records  Project Cost -- approximately $25 million  Connecting DMV’s business partners, such as law enforcement, town tax collectors/assessors and other state agencies, to information from DMV’s databases.  Project started in 2009 and is being rolled out in phases  Phase 1 – Launch in 2013 – provided web-based services for motor vehicles and repair shops  Phase 2 – Upgrade DMV’s registration database  Phase 3 – Upgrade DMV’s driver license system  New system will create a new customer-focused system. That means that all of your DMV records (driver license, vehicle registration and titles) will be linked with a single identification number  New system required the training of over 300 DMV employees  Software being used was acquired from 3M Corporation  Connecticut DMV has been in contact with other states (Delaware, Idaho, Iowa, Kansas, Kentucky, Maine and Montana) that also have started and/or completed similar modernization projects to research lessons learned and improve its project plan. August 2015CIVLS Briefing 4

Objectives August 2015CIVLS Briefing 5  Describe the Scope of the DMV Modernization Program (CIVLS) from an “Outside/In” Point of View – i.e. the new/enhanced CIVLS services as seen by:  CT Citizens  Business Partners and External Stakeholders  DMV Business Units and Staff  Describe how CIVLS will benefit internal and external constituencies who will:  Use CIVLS to do their work  Be responsible for the changes required  Support CIVLS

Current Services PAIN : CT Citizens  Slow service, “Waiting in Lines”  After long wait, sent to another line for more waiting (within DMV, Compliance issues, etc.  DMV records fragmented and customers not “linked” for a single view of the customer  Questions can have different answers to the same questions at different branches. PAIN: Business Partners  Dealers and Leasing companies (CARA and CATRALA) limited transaction capabilities (700 Dealers – 40% of DMV workload)  Towns and Municipalities want on line access to improve quality data and maximize revenues.  State and Federal agencies need real-time data – e.g. Law enforcement, Revenue Services, etc.)  Strained with workload demands and shrinking staff  Examiners learning curves are very long – limited system “lead-through”  Processes dependent on PAPER and FORMS Modernization Program GAIN: CT Citizens  New and enhanced On-Line Services  Less need to travel to DMV  Self-Serve Compliance On-Line to reduce getting to the counter and unable to complete the service  Preferred Method of Communication – a new channel for DMV customers  Electronic interfaces improve speed and reliability of information  Tax Collectors on line through private “Portal” for real time “puts and takes”  18 State an Federal agencies will now have on-line access through a private “Portal”  REAL-TIME transactions will improve quality and streamline processes  “Point of Sale” cashiering improves quality of  Agency Financial Reporting  Document imaging to reduce paper dependency August 2015CIVLS Briefing 6 CT Citizens Agency Staff The Voice of Our Customers PAIN: Agency Staff Business Partners and Stakeholders Gain: Agency Staff Gain: Business Partners

CT CITIZENS BUSINESS PARTNERS AND EXTERNAL STAKEHOLDERS DMV STAFF CT CITIZENS BUSINESS PARTNERS AND EXTERNAL STAKEHOLDERS DMV STAFF  FOR CT CITIZENS: New and Enhanced Self-Service Capabilities  Self-Service Compliance Checks *  Self-Service Registration and Plate Services *  Customer-selected “Preferred Method of Communication *  FOR Business Partners and External Stakeholders: New Real-Time Interfaces and New Portal Services  Real-Time/Batch Interfaces for Business Partners  Dealers (CARA) *  Leasing Companies (CATRALA) *  COLLECT (Law Enforcement) *  Lockbox (Peoples’ Bank) *  Emissions Interface *  etc.  New Portal Services *  Tax Collectors/Assessors *  Batch File Exchange with External Entities *  etc.  FOR DMV Staff: New Integrated and Enhanced DMV Registration/Title Capabilities  Real-Time Transaction Services (e.g. Branch Operations, Registry/Title, Fiscal, etc.)  New Informational Services (e.g. Management, Phone Center, etc.) August 2015CIVLS Briefing 7 New Capabilities Overview – By Constituencies * New and/or Enhanced Services

CIVLS Benefits - Highlights  Benefits of Customer-Centric Database  Single source of customer (and vehicle) information across all DMV functions  Centralized Address management features (change of address applied across functions)  Simplifies “Lessee/Lessor” mailings  Customers can elect their Preferred Method of Communication (mail, ) for Renewals  Real-time Transactions Simplify DMV Recordkeeping  Simplifies customer and vehicle record retrieval and analysis  Improves data quality and control  Reduces or eliminates “back office” work by doing the real-time transaction at the counter  Process Integration of DMV Transactions and Financials  Payments tied to Credentials – simplified and more accurate reconciliation processes  Document Scanning at Point of Sale  Eliminates paper records storage (H-13 eliminated)  Simplifies Workflow (Life of an H-13 Simplified )  Automated Inventory Management  Inventory management for controlled stock (e.g. Plates, Title)  Automates Plate tracking from Ordering to Receipt to Plate Assignment/Distribution  Automatic plate assignments at counter, integrated with Plate Inventory management  System-Driven Compliance Checking  Self-Service Compliance Checking from Web  Dealer Transactions Processed with full Compliance Checking  Tax Towns able to address compliance issues on-line (put-ons/take-offs via new Portal Services)  Fewer Customers turned away for Compliance issues  Simplified End-of-Day Branch Processing  Improves Cash Drawer Reconciliations processing  Automates Deposit Slip Generation for Bank Deposits  Automates Credit Card Processing and Settlement (no manual processing by Examiners  New Web Self-Service Capabilities will Reduce the Need for Customers to Travel to Branches  Common transactions can be done on-line by customers  Branch Examiner work can be focused on more complex transactions  Opportunity for Customers to conduct self- service transactions at Branch Locations (PC/Kiosks) August 2015CIVLS Briefing 8

CT Citizens Self-Service Capabilities Benefits - Convenience - Time Savings New/Enhanced CIVLS Self-Service Web Transactions Web Access for the Public (Individual and Organizational Customers) Payment via Credit/Debit Cards or eCheck * Service Transactions  Compliance Self-Service Checks *  Customers can check their “DRIPE” status before they travel to DMV Offices (Tax Delinquencies, Registration, Insurance, Parking Tickets, Emissions)  Convenience  Time savings  Fewer customers turned away at Branches for compliance issues  Registration – Additional On-line Services *  Verify Registration  Reprint Registration *  Terminate Registration *  Renew Registration (enhanced: Real-time) *  Plates  Order Special Plate *  Replace Mutilated Plate *  Customers can select their “Preferred Method of Communications” *  Renewal Invitations via mail or * August 2015CIVLS Briefing 9 * New and/or Enhanced Services

Business Partners and External Stakeholders CIVLS On-Line Services Dealer Services Connecticut Association of Auto Dealers (est. 700 Dealers) Identified Pain Points  Too many restrictions to register a car  In operating the Dealer Online System, Dealers have not been able to process corrections in the systems -- which means more work has to be walked in and processed  Takes too much time to complete the registration process and secure the necessary documents to register  The databases do not talk to one another  Six weeks behind (or more) once the dealer puts in the forms for title/registration  Takes months to get final/original paperwork to customer  Should be able to get an electronic acknowledgement when submitting paperwork  Processing titles more expeditiously is the number one priority of the Dealers  Voids  Update Registration  Corrected title  Leasing/Rental for class codes 01, 02, 03  Plate Cancellations  Renewals  Sub-Reg (Plate Changes)  Reprint within 24 hrs.  Duplicate Registrations August 2015CIVLS Briefing 10 Desired Future Services  ATV’s  Boats  Military  Electric Vehicles (*)  Leased Buyout (*)  Handicap Transfers  Veteran Transfers  POW Transfers  * Now Available w/CIVLS * New and/or Enhanced Services CIVLS Dealer Services *  Real-time Dealer Transactions through CIVLS *  Compliance checks are the same checks performed at Branches *  Voids  New/Transfers/In-transit/Title Inquiries  Motor Home/Camper  Motorcycle  Passenger  Camp Trailer  Truck - under 26,000 # - Combination  Van  Commercial  Reprint within 24 hrs. – i.e. jam

Business Partners and External Stakeholders CIVLS On-Line Services CATRALA Services (Leasing Companies)  Real-time Transactions through CIVLS *  Compliance checks are the same checks performed at Branches *  Improved data quality (leasing company addressing and lessee addressing)  Voids  Update Registration  Corrected title  Leasing/Rental for class codes 01, 02, 03  Plate Cancellations  Renewals  Sub-Reg (Plate Changes)  Reprint within 24 hrs.  Duplicate Registrations August 2015CIVLS Briefing 11 Desired Future Services  ATV’s  Boats  Military  Electric Vehicles (*)  Leased Buyout (*)  Handicap Transfers  Veteran Transfers  POW Transfers  * Now Available w/CIVLS * New and/or Enhanced Services

Business Partners and External Stakeholders CIVLS Portal Services - Web Access for Registered External Stakeholders - Payment per contract/agreement New CIVLS Portal Inquiry and Update Capabilities for Business Partners & External Stakeholders *  Tax Collectors/Tax Assessors  Department of Revenue Services  Department of Social Services (DSS)  Chief State Attorney Prosecutor  Office of Attorney General  Department of Environmental Protection (DEP)  Office of Attorney General  Department of Public Safety  Department of Veteran Affairs  Office of the State Treasurer  Department of Children and Families (DCF)  Bradley International Airport Security/Department of Transportation (DOT)  Division of Public Defender Services-Office of Chief Public Defender  Connecticut Judicial Branch-court support- CSSD/Probation offices/CIB  Department of Transportation (DOT)  Department of Administrative Services  Department of Justice - Judicial Web Site Query  etc. Portal Functions * Portal User Log-in Boat Inquiry Plate Inquiry Title/Registration Inquiry Update Customer Characteristics Update Exceptions VIN Inquiry Usage Statistics Portal User Maintenance August 2015CIVLS Briefing 12 * New and/or Enhanced Services

Questions? August 2015CIVLS Briefing 13