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Motorist Services Consolidation

Motorist Services Consolidation. PRESENTATION FOR Managers KPMG Report and Recommendations July 22, 2009. Today’s Agenda. Introduction Study Overview Management Practice and Organizational Findings Organizational Realignment Recommendations Next Steps. Study Overview. Findings.

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Motorist Services Consolidation

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  1. Motorist Services Consolidation PRESENTATION FOR Managers KPMG Report and Recommendations July 22, 2009

  2. Today’s Agenda • Introduction • Study Overview • Management Practice and Organizational Findings • Organizational Realignment Recommendations • Next Steps

  3. Study Overview

  4. Findings • 22 areas of duplicated responsibilities • Management layers w/less than five direct reports • Change management not positively perceived • Improve efficiency by consolidating or expanding IT system • Tax Collectors and State Issuance Offices have varied perception of support from the Department • Improve customer service and agency productivity through changes in management practices

  5. Areas of Functional Overlap or Misplacement • Help Desk • Customer Contact • Licensure • Issuance • Sanctions • Quality Control • Coordination (policy setting) • Records • Correspondence • Facility Management • Reporting • Data Entry • Inventory • Scanning • Mail Room • Contracting • Technology • Analysis & Research • Budget • Planning • Project Management Office • Communications

  6. Management Recommendations • Duplicated Responsibilitiesshould be combined. • Change Managementshould be improved. • Management Techniquesshould be standardized. • Technology Supportneeds improvement, both short and long term. • TechnologyIntegration should be improved at headquarters and with field offices. • Workload Assessmentshould be conducted. • Management and Coordinationwith field service delivery offices should be simplified and standardized.

  7. Hierarchy of Internal and External Customers Customer Service Requirements General Public and Businesses Serving Motorists (deal primarily with field offices)

  8. Realignment Criteria

  9. Organizational Realignment - Overview

  10. Organizational Realignment – Motorist Services Delivery

  11. Organizational Realignment – Motorist Services Issuance Offices

  12. Organizational Realignment – Motorist Services Support

  13. Organizational Realignment – Tax Collector and Vendor Liaison; and Compliance

  14. Organizational Realignment – Motorist Services Administrative Support

  15. Next Steps

  16. Questions?

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