DMV Case StudyPurpose of this Assignment(The information below is excerpted from the Virginia Department of Motor Vehicles RFP154:7-061, DMV CSI Systems Redesign Project, available from under Content>CourseResources>DMV_CSI_RFP_083107_Final_Release. Corresponding page numbers from theRFP are given in parentheses at the end of each lettered section heading.)A. DMV Organizational Overview (p. 2)The Department of Motor Vehicles (DMV) is a governmental agency in the Executive Branch ofVirginia state government. Under the direction of the Secretary of Transportation, DMVadministers motor vehicle and tax related laws for the continued benefit of all citizens of theCommonwealth of Virginia. Specifically, DMV administers motor vehicle titling and licensinglaws, drivers licensing laws, transportation safety laws, tax laws, and other motor vehiclerelated laws and regulations as directed by the Code of Virginia and Federal laws, as amended.DMV employs nearly 2000 full and part-time employees to meet its daily mission of providingtransportation services to customers in Virginia. These employees provide services via onecentralized administrative Headquarters located in Richmond, Virginia as well as 74 CustomerService Centers (CSCs) and 13 Motor Carrier Service Centers/Weigh Stations (MCSCs)dispersed throughout the state. In addition, some services are provided at more than 40 DMVSelect offices located throughout the state. DMV Selects are a service alternative to visiting afull-service DMV Customer Service Center. Local governments and private entities contract withDMV to provide secure, select DMV transactions at convenient locations.DMV provides a multitude of services to private citizens, transportation entities, courts, lawenforcement agencies, government agencies, insurance companies, and related transportationclients. The most commonly provided DMV services include:Credentialing This includes the provision of driver testing and licensing, vehicletitling and registration, credentialing of commercial motor carriers, and regulatorylicensing functions such as fuel distributors, rental car companies, dealers,commercial driver training schools, driver improvement clinics, and 3rd partytesters.Tax processing This includes support for the calculation, collection, accounting,and reporting statistics for all tax filings (including IFTA, tax on fuel, and tax onmotor vehicle rentals) as well as support for an external/taxpayer audit function.Oversight of related programs such as transportation safety and informationmanagementDue to the nature of DMV business processes, the type of work performed by the agencyrequires substantial use of automated systems. It is imperative that the agency operate itsprograms and facilities in an efficient manner, incorporating into its operation thoseJuly 20141technological developments and automated solutions that will enhance the delivery of services toDMV’s various transportation clients.B. The Opportunity (p. 1, pp. 2-3)DMV has decided to undertake a systems redesign they are calling CSI:Customer-centricService OrientedState-of-the-artSecureIntelligent..CSIThe DMV CSI Systems Redesign project focuses on the fragmented processing of DMVs corebusiness areas of credentialing, tax processing, and financial management. The purpose of theCSI effort is to transform these fragmented and outdated systems into one modernized systemthat is responsive to the ever-changing needs relating to internal security, homeland security,legislative mandates, and customer relationship management.As we move forward with this endeavor, DMV has a unique opportunity to revolutionize theagencys approach to fulfilling its mission, carrying out core functions, and delivering service.DMV intends to fully integrate processing while incorporating and leveraging the fullfunctionality and benefits of proposed technology solutions as well as the technology already inplace.The scope of the DMV CSI Systems Redesign project is based on utilizing a fully integratedsystem to serve and manage our customers, our contractual business partners, and ourstakeholders. The scope includes, but is not limited to credentialing, tax processing, and financialmanagement.The CSI Redesign consists of the following components:July 2014User interfaces for Headquarters, Weigh Station, and Customer Service Centerstaff, DMV Selects, Internet, Touchtone, cyber sites, and selected businesspartners (online dealers, Commissioners of the Revenue, insurance companies,motor carrier companies, etc.)Core business servicesInfrastructure services to manage access rights, perform audit and system loggingfunctions, a business rules engine, a message broker to facilitate communicationbetween components and with external system interfaces, transaction suspensecapability, and a correspondence module.Data stores, business intelligence to provide regular and ad hoc managementreports, audit reports and fraud alerts, and other applications, andInterfaces to other systems, such as DMVs Purchasing, Inventory, and PayablesSystem (PIPS), Department of Accounts (DOA), Treasury, Unified Carrier2Register (UCR) repository, Centralized Accident Processing System (CAP),Traffic Records Electronic Data System (TREDS) which will replace CAP,Hauling Permits, Virginia Criminal Information Network (VCIN), DMVsHuman Resource system, etc.C. The Current Environment (pp. 6-7)1. Overview of Existing Customer Service Center (CSC) EnvironmentEach CSC has the capability to house its own hardware and software supporting thecitizens of the Commonwealth utilizing server virtualization and operating systemstreaming to reduce the support costs associated with distributed systems.The main technologies utilized are based on Ardence Desktop Edition(www.ardence.com) to stream the Windows operating system to the desktops. VMWareESX server is utilized to host virtual Windows 2003 based servers.DMV CSCs are connected to the DMV HQ via T1 speed circuits. The HQ WANconnections are enhanced by the use of F5 WANjet appliances. DMV CSCs also haveframe relay circuits connecting them to the Virginia Information Technologies Agency(VITA) data center for SNA Mainframe traffic only.All servers in each branch must support being virtual servers. This allows DMV tocentrally manage and deploy servers without having to procure or replace serverhardware as systems are introduced, upgraded, or replaced. Servers can be deployed fromthe central DMV support system utilizing the existing DMV Virtual Server Farm. DMVhas a pair of HP Proliant DL360s fiber connected to an HP MSA1000 SAN for VirtualMachines. All connections to the SAN are through the DL360s and Virtual Servers. Thecurrent storage capacity of the MSA1000 is approx 1TB of storage. Disk space can beprovided via Windows 2003 Virtual Servers.All workstations have the operating system streamed (OSS) via Ardence DesktopEdition. This allows DMV to centrally manage and update one system image for allmachines at the DMV CSCs. The internal hard disk on each workstation has beendeactivated as the operating system is streamed but can be enabled if necessary. Also,Ardence Desktop Edition provides a full Windows XP Pro Operating system, not an XPembedded or thin client OS. This allows any device with the proper drivers installed inthe master image to work on the DMV OSS Workstations. DMV has deployed HPdc7600 slim line PCs for the OSS Workstations.User authentication, authorization, file and print, and group policies are provided locallyat each CSC via Virtual Windows 2003 Servers.Each CSC presently has its own software to support the citizens of the Commonwealthfor driver licensing and vehicle registration utilizing CSCNet (Customer Service CenterNetwork) written in the Software AG language Natural, in a Unix environment.July 201432. Overview of Existing DMV HQ Computing EnvironmentAt its Headquarters location, DMV operates a Novell v6.5 LAN.Customer Service Center PCs connect to the HQ LAN via the WAN. DMV PCs operatein either a Windows 2000 or XP Pro SP2 environment.Novell GroupWise v7.x is used for e-mail. Netware for SAA is used for 3270 emulationwith the use of Powerterm to access CSS.3. Overview of Existing Citizen Services System (CSS)The CSS System is a mainframe application system running in the OS/390 environmentat VITA. DMVs application programs are built using the Software AG productsADABAS, Natural, and COMPLETE. CSS is DMVs primary information system that isused for storing information on customers, their addresses, their driver history, vehicleregistration and titling information, etc.This system is accessed from the CSCs via a private Frame-Relay network, and from theDMV Headquarters location via a private DS3 serial connection. CSS is also accessiblevia the EAI layer described below via XML web services.4. Overview of Current DMV Enterprise Application Infrastructure (EAI)DMVs current EAI is a service-based architecture utilizing a variety of techniques. Thepreferred mechanism to interact to DMVs EAI is via web services. DMV provides highavailability services to the mainframe, databases, and a variety of other DMV systems.Presently DMV utilizes Windows based servers as Presentation, Business Logic, andData Access servers. DMV Servers are secured based on current industry standardsprovided by the NSA, SANS Institute, etc, as well as those published by VITA. Serversare designed with standardization across all machines. DMV utilizes both physical andvirtual servers (VMWare ESX Server) based on need and activity.Document and image management, storage, retrieval, and workflow services are providedby Hyland Systems OnBase application.DMVs present enterprise database platform consists of a high-availability Oracle 10gRAC 2 node cluster and a SQL Server 2005 failover cluster both utilizing fibre channelstorage.The DMV Enterprise Application Infrastructure (DMV-EAI) is designed with securityand standardization as the core set of principles required to provide maximum uptime toapplications and customers.July 20144DMVs present development environment for enterprise applications is based on theMicrosoft .NET development platform (VB.NET and C#).5. Overview of Other OutletsDMV has several outlets that utilize a combination of technologies defined above. Theseoutlets and systems provide core services to internal and external customers of DMV.They are highlighted below and are not all-inclusive of all outlets, yet provide thenecessary sampling of technology implementation for reference purposes:DMV Select: DMV Select allows selected business partners to provide core DMVservices to the citizens of the Commonwealth. They utilize a smart client application toperform vehicle related transaction processing. Select offices utilize the public Internetover a secure channel to access the core services available on CSS. The access isprovided by the EAI listed above to interact with CSS.MCSC (Motor Carrier Service Center): The MCSC offices utilize a variety ofapplications to perform their daily activities. They have access to CSCNet as well asseveral intranet applications that interact with CSS via the EAI listed above. They utilizea combination of smart client, intranet web applications and Powerterm to access CSS viaa 3270 client.3rd Party Systems: DMV has several 3rd Party hosted systems that support variousbusiness functions. Examples include ACS, Digimarc, etc. These systems utilize varioustechnology sets and platforms that interact with the core platforms identified above.D. CSI Redesign Objectives (pp. 8-9)1. Providing improved access to information through single sign-on and limiting access todata, fields and values, screens, system processes to only authorized users, improvinguser authentication, segmenting and tracking access based on user roles andresponsibilities (role-based security model capabilities), and creating a new ability forusers to generate ad hoc reports.2. Enhancing security, customer ID verification, and fraud prevention by eliminatingduplicate customer records and creating a true single customer record, tracking patternsof suspicious activity (customer and employee), producing automated exception reportsand creating systems alerts to potential safety, security, and risk management issues, andrestricting access based on user roles and responsibilities and accommodating multipleauthentications based on segregation of duties.3. Automating audit requirements and oversight by tracking user activity in a standardmanner and creating a single data store.4. Consolidating disparate applications by replacing multiple systems with a singleintegrated data store, integrating multiple applications through core modules (such as userinterfaces, core business services, infrastructure related services, interfaces, etc.), andproviding a financial services component, as well as a tax processing component, withenhanced tracking and netting capabilities.July 201455. Improving efficiencies by incorporating best practices and re-engineering all processeswithin the project scope (at a detailed level as part of developing a detailed system designduring the detailed design forum).6. Implementing a customer-centric model that effectively supports customer relationshipmanagement.7. Increasing alternative service channel usage by allowing most transactions to be offeredthrough multiple channels.8. Migrating toward electronic credentials to provide the type of controlled access neededfor authorized entities to verify the existence of electronic credentials, includingphotographic or other images as may be required.9. Accommodating interoperability and integration with business partners by providing aconsistent method to interface with business partners and a consistent message format forexchanging data as well as creating the ability to effectively manage business partnercontracts and billing electronically.10. Providing an integrated financial component, including integration of the agencys ERP(Oracle Financials), to facilitate a complete financial view of the customer (refunds due,additional fees due, etc.) as well as an enhanced ability to allocate revenues to appropriateaccounts.E. Future State Business Process Model (pp. 14-18)July 20146Each of the seven process areas identified in the CSI Future State Business Process Model aredescribed below, including the business functions supported by each as well as theproducts/services provided. Please note that these processes and business functions are not listedin priority order.1. Service DeliveryService delivery supports all DMV access channels to provide a 360-degree viewof a DMV customer by collecting all relevant data. All customer (includingbusiness partners, stakeholders, etc.) and employee contact and activity must enterand exit through this process. Service Delivery will coordinate all supportfunctions of the contact activity including the ability to support a shopping cartconcept for multiple transactions, payment processing and netting, inventoryprocessing, and release of the final product.July 201472. CredentialingThe credentialing process rolls the credentialing functions of driver, vehicle,motor carrier, and regulatory licensing functions such as fuel distributors, rentalcar companies, dealers, commercial driver training schools, driver improvementclinics, and 3rd party testers into one, all inclusive process. A credential can beissued, updated, or renewed, a privilege reinstated or taken away, and complianceto requirements is monitored. A credential would also include the creation ofPINs, Use Agreements, and any other DMV product or service requiring formalauthorization or approval.3. Tax ProcessingTax Processing manages the processing of tax returns and posting the tax paymentas well as taxpayer audit support functions.4. Financial Management ServicesFinancial Management Services handles reconciliation and distribution of revenueof all payments from DMV transactions as well as grant and contractadministration.5. Inventory ManagementInventory Management tracks the consignment of controlled inventory and assets.6. Business IntelligenceBusiness Intelligence will provide the ability for retrieving and reportinginformation on DMV data. There will be the ability to compile data in such amanner that will be meaningful to the end user (including decision makers atDMV, external entities, etc.). This will include key performance indicators suchas customer wait time and cost per transaction. Once the data is presented, therewill be a decision support tool to assist DMV managers so that variousalternatives can be compared. BI will also support automated and ad hoc reports(e.g., enabled by Use Agreements) and assist in identifying fraud through periodicaudits.7. Administer InfrastructureAdminister Infrastructure will give DMV the necessary flexibility for businessusers to be able to change their workflow and business rules as needed.Additionally, DMV staff with the appropriate roles and permissions will be ableto control system credentials, access, and data management roles such as PINsand Service Agreements. This module also supports the call center help desk andmail processing.July 20148ReferenceCommonwealth of Virginia. Department of Motor Vehicles. (2007, August 31). DMV CSIsystems redesign project. Request for Proposal (RFP) 154:7-061. Originally retrieved fromhttp://www.dmv.state.va.us/csi/pdf/rfp.pdfJuly 20149