DMV Case Study
Purpose of this Assignment
(The information below is excerpted from the Virginia Department of Motor Vehicles’ RFP
154:7-061, DMV CSI Systems Redesign Project, available from under Content>Course
Resources>DMV_CSI_RFP_083107_Final_Release. Corresponding page numbers from the
RFP 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 of
Virginia state government. Under the direction of the Secretary of Transportation, DMV
administers motor vehicle and tax related laws for the continued benefit of all citizens of the
Commonwealth of Virginia. Specifically, DMV administers motor vehicle titling and licensing
laws, driver’s licensing laws, transportation safety laws, tax laws, and other motor vehicle-
related 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 providing
transportation services to customers in Virginia. These employees provide services via one
centralized administrative Headquarters located in Richmond, Virginia as well as 74 Customer
Service Centers (CSC’s) and 13 Motor Carrier Service Centers/Weigh Stations (MCSC’s)
dispersed throughout the state. In addition, some services are provided at more than 40 DMV
Select offices located throughout the state. DMV Selects are a service alternative to visiting a
full-service DMV Customer Service Center. Local governments and private entities contract with
DMV to provide secure, select DMV transactions at convenient locations.
DMV provides a multitude of services to private citizens, transportation entities, courts, law
enforcement agencies, government agencies, insurance companies, and related transportation
clients. The most commonly provided DMV services include:
Credentialing – This includes the provision of driver testing and licensing, vehicle
titling and registration, credentialing of commercial motor carriers, and regulatory
licensing functions such as fuel distributors, rental car companies, dealers,
commercial driver training schools, driver improvement clinics, and 3rd party
Tax processing – This includes support for the calculation, collection, accounting,
and reporting statistics for all tax filings (including IFTA, tax on fuel, and tax on
motor vehicle rentals) as well as support for an external/taxpayer audit function.
Oversight of related programs such as transportation safety and information
Due to the nature of DMV business processes, the type of work performed by the agency
requires substantial use of automated systems. It is imperative that the agency operate its
programs and facilities in an efficient manner, incorporating into its operation those
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technological developments and automated solutions that will enhance the delivery of services to
DMV’s various transportation clients.
B. The Opportunity (p. 1, pp. 2-3)
DMV has decided to undertake a systems redesign they are calling CSI:
The DMV CSI Systems Redesign project focuses on the fragmented processing of DMV’s core
business areas of credentialing, tax processing, and financial management. The purpose of the
CSI effort is to transform these fragmented and outdated systems into one modernized system
that 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 the
agency’s approach to fulfilling its mission, carrying out core functions, and delivering service.
DMV intends to fully integrate processing while incorporating and leveraging the full
functionality and benefits of proposed technology solutions as well as the technology already in
The scope of the DMV CSI Systems Redesign project is based on utilizing a fully integrated
system to serve and manage our customers, our contractual business partners, and our
stakeholders. The scope includes, but is not limited to credentialing, tax processing, and financial
The CSI Redesign consists of the following components:
User interfaces for Headquarters, Weigh Station, and Customer Service Center
staff, DMV Selects, Internet, Touchtone, cyber sites, and selected business
partners (online dealers, Commissioners of the Revenue, insurance companies,
motor carrier companies, etc.)
Core business services
Infrastructure services to manage access rights, perform audit and system logging
functions, a business rules engine, a message broker to facilitate communication
between components and with external system interfaces, transaction suspense
capability, and a correspondence module.
Data stores, business intelligence to provide regular and ad hoc management
reports, audit reports and fraud alerts, and other applications, and
Interfaces to other systems, such as DMV’s Purchasing, Inventory, and Payables
System (PIPS), Department of Accounts (DOA), Treasury, Unified Carrier
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Register (UCR) repository, Centralized Accident Processing System (CAP),
Traffic Records Electronic Data System (TREDS) which will replace CAP,
Hauling Permits, Virginia Criminal Information Network (VCIN), DMV’s
Human Resource system, etc.
C. The Current Environment (pp. 6-7)
1. Overview of Existing Customer Service Center (CSC) Environment
Each CSC has the capability to house its own hardware and software supporting the
citizens of the Commonwealth utilizing server virtualization and operating system
streaming 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. VMWare
ESX server is utilized to host virtual Windows 2003 based servers.
DMV CSCs are connected to the DMV HQ via T1 speed circuits. The HQ WAN
connections are enhanced by the use of F5 WANjet appliances. DMV CSC’s also have
frame 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 to
centrally manage and deploy servers without having to procure or replace server
hardware as systems are introduced, upgraded, or replaced. Servers can be deployed from
the central DMV support system utilizing the existing DMV Virtual Server Farm. DMV
has a pair of HP Proliant DL360s fiber connected to an HP MSA1000 SAN for Virtual
Machines. All connections to the SAN are through the DL360s and Virtual Servers. The
current storage capacity of the MSA1000 is approx 1TB of storage. Disk space can be
provided via Windows 2003 Virtual Servers.
All workstations have the operating system streamed (OSS) via Ardence Desktop
Edition. This allows DMV to centrally manage and update one system image for all
machines at the DMV CSCs. The internal hard disk on each workstation has been
deactivated 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 XP
embedded or thin client OS. This allows any device with the proper drivers installed in
the master image to work on the DMV OSS Workstations. DMV has deployed HP
dc7600 slim line PC’s for the OSS Workstations.
User authentication, authorization, file and print, and group policies are provided locally
at each CSC via Virtual Windows 2003 Servers.
Each CSC presently has its own software to support the citizens of the Commonwealth
for driver licensing and vehicle registration utilizing CSCNet (Customer Service Center
Network) written in the Software AG language Natural, in a Unix environment.
July 2014 4
2. Overview of Existing DMV HQ Computing Environment
At its Headquarters location, DMV operates a Novell v6.5 LAN.
Customer Service Center PC’s connect to the HQ LAN via the WAN. DMV PC’s operate
in 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 emulation
with 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 environment
at VITA. DMV’s application programs are built using the Software AG products
ADABAS, Natural, and COMPLETE. CSS is DMV’s primary information system that is
used for storing information on customers, their addresses, their driver history, vehicle
registration and titling information, etc.
This system is accessed from the CSCs via a private Frame-Relay network, and from the
DMV Headquarters location via a private DS3 serial connection. CSS is also accessible
via the EAI layer described below via XML web services.
4. Overview of Current DMV Enterprise Application Infrastructure (EAI)
DMV’s current EAI is a service-based architecture utilizing a variety of techniques. The
preferred mechanism to interact to DMV’s EAI is via web services. DMV provides high-
availability services to the mainframe, databases, and a variety of other DMV systems.
Presently DMV utilizes Windows based servers as Presentation, Business Logic, and
Data Access servers. DMV Servers are secured based on current industry standards
provided by the NSA, SANS Institute, etc, as well as those published by VITA. Servers
are designed with standardization across all machines. DMV utilizes both physical and
virtual servers (VMWare ESX Server) based on need and activity.
Document and image management, storage, retrieval, and workflow services are provided
by Hyland Systems OnBase application.
DMV’s present enterprise database platform consists of a high-availability Oracle 10g
RAC 2 node cluster and a SQL Server 2005 failover cluster both utilizing fibre channel
The DMV Enterprise Application Infrastructure (DMV-EAI) is designed with security
and standardization as the core set of principles required to provide maximum uptime to
applications and customers.
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DMV’s present development environment for enterprise applications is based on the
Microsoft .NET development platform (VB.NET and C#).
5. Overview of Other Outlets
DMV has several outlets that utilize a combination of technologies defined above. These
outlets 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 the
necessary sampling of technology implementation for reference purposes:
DMV Select: DMV Select allows selected business partners to provide core DMV
services to the citizens of the Commonwealth. They utilize a smart client application to
perform vehicle related transaction processing. Select offices utilize the public Internet
over a secure channel to access the core services available on CSS. The access is
provided by the EAI listed above to interact with CSS.
MCSC (Motor Carrier Service Center): The MCSC offices utilize a variety of
applications to perform their daily activities. They have access to CSCNet as well as
several intranet applications that interact with CSS via the EAI listed above. They utilize
a combination of smart client, intranet web applications and Powerterm to access CSS via
a 3270 client.
3rd Party Systems: DMV has several 3rd Party hosted systems that support various
business functions. Examples include ACS, Digimarc, etc. These systems utilize various
technology 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 to data, fields and values, screens, system processes to only authorized users, improving
user authentication, segmenting and tracking access based on user roles and
responsibilities (role-based security model capabilities), and creating a new ability for
users to generate ad hoc reports.
2. Enhancing security, customer ID verification, and fraud prevention by eliminating duplicate customer records and creating a true single customer record, tracking patterns
of suspicious activity (customer and employee), producing automated exception reports
and creating systems alerts to potential safety, security, and risk management issues, and
restricting access based on user roles and responsibilities and accommodating multiple
authentications based on segregation of duties.
3. Automating audit requirements and oversight by tracking user activity in a standard manner and creating a single data store.
4. Consolidating disparate applications by replacing multiple systems with a single integrated data store, integrating multiple applications through core modules (such as user
interfaces, core business services, infrastructure related services, interfaces, etc.), and
providing a financial services component, as well as a tax processing component, with
enhanced tracking and netting capabilities.
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5. Improving efficiencies by incorporating best practices and re-engineering all processes within the project scope (at a detailed level as part of developing a detailed system design
during the detailed design forum).
6. Implementing a customer-centric model that effectively supports customer relationship management.
7. Increasing alternative service channel usage by allowing most transactions to be offered through multiple channels.
8. Migrating toward electronic credentials to provide the type of controlled access needed for authorized entities to verify the existence of electronic credentials, including
photographic or other images as may be required.
9. Accommodating interoperability and integration with business partners by providing a consistent method to interface with business partners and a consistent message format for
exchanging data as well as creating the ability to effectively manage business partner
contracts and billing electronically.
10. Providing an integrated financial component, including integration of the agency’s 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 appropriate
E. Future State Business Process Model (pp. 14-18)
July 2014 7
Each of the seven process areas identified in the CSI Future State Business Process Model are
described below, including the business functions supported by each as well as the
products/services provided. Please note that these processes and business functions are not listed
in priority order.
1. Service Delivery
Service delivery supports all DMV access channels to provide a 360-degree view
of a DMV customer by collecting all relevant data. All customer (including
business partners, stakeholders, etc.) and employee contact and activity must enter
and exit through this process. Service Delivery will coordinate all support
functions of the contact activity including the ability to support a shopping cart
concept for multiple transactions, payment processing and netting, inventory
processing, and release of the final product.
July 2014 8
The credentialing process rolls the credentialing functions of driver, vehicle,
motor carrier, and regulatory licensing functions such as fuel distributors, rental
car companies, dealers, commercial driver training schools, driver improvement
clinics, and 3rd party testers into one, all inclusive process. A credential can be
issued, updated, or renewed, a privilege reinstated or taken away, and compliance
to requirements is monitored. A credential would also include the creation of
PINs, Use Agreements, and any other DMV product or service requiring formal
authorization or approval.
3. Tax Processing
Tax Processing manages the processing of tax returns and posting the tax payment
as well as taxpayer audit support functions.
4. Financial Management Services
Financial Management Services handles reconciliation and distribution of revenue
of all payments from DMV transactions as well as grant and contract
5. Inventory Management
Inventory Management tracks the consignment of controlled inventory and assets.
6. Business Intelligence
Business Intelligence will provide the ability for retrieving and reporting
information on DMV data. There will be the ability to compile data in such a
manner that will be meaningful to the end user (including decision makers at
DMV, external entities, etc.). This will include key performance indicators such
as customer wait time and cost per transaction. Once the data is presented, there
will be a decision support tool to assist DMV managers so that various
alternatives can be compared. BI will also support automated and ad hoc reports
(e.g., enabled by Use Agreements) and assist in identifying fraud through periodic
7. Administer Infrastructure
Administer Infrastructure will give DMV the necessary flexibility for business
users to be able to change their workflow and business rules as needed.
Additionally, DMV staff with the appropriate roles and permissions will be able
to control system credentials, access, and data management roles such as PINs
and Service Agreements. This module also supports the call center help desk and
July 2014 9
Commonwealth of Virginia. Department of Motor Vehicles. (2007, August 31). DMV CSI
systems redesign project. Request for Proposal (RFP) 154:7-061. Originally retrieved from
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