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

2. 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

3. 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

4. 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

5. 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

6. 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.

7. 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%)

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

9. 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

10. 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

11. 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

12. 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.

13. 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

14. 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 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

15. 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.

16. 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.

17. 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%.

18. 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 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.

19. 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

20. Questions Adam Gigandet, CIO NYS Department of Motor Vehicles