Case Study 1: California State DMV

Case Study 1: California State DMV

Muhammad Robiul Alam Robi

Student ID: 1506379

Master of Science in Business Analytics program Trine University

Course: Operation Analytics

Instructor: Prof. Thomas V. Smead

Due Date: 1 / 2

1 Abstract The California State Department of Motor Vehicles (DMV) needs to get modernized to meet up the expectations of a growing and tech-dependent customers. It also needs to offer more services online so that it can offer a far better experience to its customers and meet the current industry standards. This way it can also collect the unpaid bills and fines from the customers easily and simply to further its earnings in the future. To do so, a newly developed website, a newly designed app, an increase in the number of kiosks, call center optimization and central database build-up were some of the few important facts that were identified to modernize DMV.By taking proper suggested steps it is hoped that using limited resources and budget, DMV can get the best modernization possible in the near future.History and Introduction The California Department of cars offers plenty of essential services within the state of California. If we compare the DMV to the other customer service company, it may be considered the most important customer service company which is serving citizens, permanent residents, and lawful residents. The California DMV’s vision is to be a trusted leader in delivering innovative services and modernize the customer service process by going online.Their vision is additionally supported by their purpose statement of serving the general public by facilitating registration and licensing services and by regulating the motorized vehicle industry. The 2 main functions of the DMV are to supply licensing services to around 26.5 million California drivers and registration services for 34.7 million vehicle registrations.

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