PRESENTATION FOR MANAGERS

KPMG REPORT AND RECOMMENDATIONSJULY 22, 2009

Motorist Services Consolidation

Today’s Agenda2

Introduction Study Overview Management Practice and

Organizational Findings Organizational Realignment

Recommendations Next Steps

Study Overview3

Findings

4

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

Areas of Functional Overlap or Misplacement

5

• 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

Management Recommendations6

Duplicated Responsibilities should be combined.

Change Management should be improved.

Management Techniques should be standardized.

Technology Support needs improvement, both short and long term.

Technology Integration should be improved at headquarters and with field offices.

Workload Assessment should be conducted.

Management and Coordination with field service delivery offices should be simplified and standardized.

7

Hierarchy of Internal and External Customers

Executive

AdministrativeServices to Line –

Support

Line Support to Field Agents - Serve

Field Agents - Empower

Public and Businesses - Enable

Liaison with External Stakeholders and Internal Policy Direction and Executive

Support(in Headquarters office)

Driver Licenses Issuance Activities

Motor Vehicles Issuance and Business Support

Activities

HS

MV

Resp

on

sib

ilit

ies a

nd

Acti

vit

ies

InternalAdministrative Support(mostly in Headquarters

office)

Direct Customer Contact and Service

(mostly in field offices)

Internal Technical Support(from Headquarters office to

field offices)

Customer Service Requirements

General Public and Businesses Serving

Motorists (deal primarily with field offices)

Realignment Criteria8

Organizational Realignment - Overview

9

Organizational Realignment – Motorist Services Delivery

10

Organizational Realignment – Motorist Services Issuance Offices

11

Organizational Realignment – Motorist Services Support

12

Organizational Realignment – Tax Collector and Vendor Liaison; and Compliance

13

Organizational Realignment – Motorist Services Administrative Support

14

Leader Administrative Services Support

CommunicationsStrategic Support

Finance & AccountingProject Management Office

Ø NewsletterØ Public records

requests

Ø BudgetingØ ProcurementØ RefundsØ PaymentsØ ContractingØ InventoryØ Contract

ManagementØ Financial

Audits (Specialty Tags)

Ø COOPØ LRPPØ Strategic

PlanningØ Bill AnalysisØ Performance

ReportingØ RequirementsØ User

Acceptance Testing

Ø Enhancements

Ø Project Management

Ø Special Programs Liaisons

Ø Performance Improvement

Business Process Support

Technology Support

Next Steps15

When What

This week Communicate realignment proposal to all members

August Appoint Administrative Services Support Leader and Project Office Manager to direct realignment plans/activities

September Finalize implementation plan and timeline

October Communicate implementation plan and key milestones

October-December Begin filling key managerial positions

16

Questions?