Nevada DMV Modernization Project Earns NASCIO Champion Award

Key Takeaways: The Nevada DMV, with MCP’s guidance, transformed legacy, manual, in-person processes into a cloud-based, digital-first model featuring a 24/7 online storefront. Launched around the start of COVID-19, the initiative addressed outdated IT and data systems, compliance challenges, duplicative workflows, and staffing pressures. The successful modernization earned NASCIO’s Champion Award for CIO Suzie Pollard and Program Administrator Molly Lennon, while retaining brick-and-mortar services for those who need them. MCP supported assessment, planning, funding justification, and procurement/implementation to deliver faster, better service to residents.

The work that we do at MCP is highly gratifying. We support and guide projects that enable our clients — public safety agencies, government agencies, and court systems — to resolve their challenges and leverage their opportunities, all in the name of helping them fulfill their missions, which are to save lives and property, provide essential services that help citizens lead better lives, and ensure that they have access to fair and impartial government services. Most gratifying is when a client receives recognition for a job done extremely well, as recently happened with the Nevada Department of Motor Vehicles (DMV) for its DMV modernization project.

Award Recognition

Earlier this week, during its midyear conference in Philadelphia, the National Association of State CIOs (NASCIO) presented its Champion Award to Suzie Pollard, Nevada DMV’s chief information officer, and Molly Lennon, the department’s program administrator. The agency was cited for its DMV modernization, which encompasses transforming its legacy, in-person processes into a digital-first operating model that enables citizens to access the DMV’s services 24/7 via a web portal on all manner of connected devices.

Project Origins and Challenges

The effort began right around the time the COVID-19 pandemic arrived. DMV officials recognized that its information technology, systems, especially its data systems, needed a serious upgrade. As a result of technological inadequacies, the DMV was greatly challenged to meet new state and federal mandates as they arose. It was also forced to do a lot of things manually and create workarounds to get things done — there were many duplicative processes. If that wasn’t enough, the archaic state of its technology worsened a significant staffing shortage that already was being exacerbated by the pandemic.

MCP’s Role and Approach

MCP partnered with the DMV to help it modernize its technology and operations, an initiative DMV officials refer to as its “transformation journey.”

One of the first steps was to conduct an assessment and gap analysis concerning the department’s assets and capabilities. The next step was to work with the DMV to develop a methodical, logical plan for transitioning processes and technologies. Once the department decided to move from its legacy systems to cloud-based technology, we helped them define the rationale needed to secure funding to modernize its DMV systems and services. MCP then guided the procurement and implementation of the new systems.

Outcomes and Benefits
This decision has resulted in faster and better service for residents and less stress on DMV personnel.

Appreciation
We have been involved in thousands of projects since MCP was founded 17 years ago. The most fun and exciting projects are transformative. Of this subset, the most gratifying are those that result in significant industry recognition for a client, such as the Nevada DMV.

We salute them and thank them for letting us help them bring their vision to fruition. 

Bob Kaelin is vice president of enterprise client leadership.  Email him at RobertKaelin@MissionCriticalPartners.com.