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GCN : June 2015
GCN JUNE 2015 • GCN.COM 25 case study BY STEPHANIE KANOWITZ SYSTEMS MODERNIZATION New Hampshire’s DMV is speeding development of a new driver’s license system by adopting a commercial solution NH preps agile, off-the-shelf solution for DMV Descriptions of the Division of Motor Vehicles don’t usu- ally include words such as “speed” and “efficient technology.” But an IT upgrade for the driver’s license program at New Hampshire’s DMV could change that thinking and serve as a model for other agencies nationwide. At least in part, that’s because the state opted to go with a commercial solution rather than build a custom- made replacement for its aging sys- tem. The New Hampshire DMV and systems integrator Tech Mahindra are using agile development techniques to build the new Motor Vehicle Enterprise System (MOVES) in 22 months. MOVES is built on top of Microsoft’s Dynamics CRM, or customer relation- ship management, platform, which the agency has been using since 2011. The new system will digitally manage information on driver’s licenses, finan- cials, hearings, inventory, dealers and inspection stations. MOVES also inte- grates with federal and state justice systems and the state’s financial sys- tem, and it automates many processes for the first time. “The entire country is watching New Hampshire right now to see how our progress is going [on] our modern- ization effort,” said Jeff Oberdank, supervisor of driver licensing at New Hampshire’s DMV. “There isn’t a lot of custom coding [or] a lot of custom building that has to be done,” and no new equipment is needed, he added. “We have one of those [legacy] sys- tems that we don’t have anybody left to work on, so what we really wanted to do was go with something that is upgradeable,” he said. Oberdank was referring to an IBM mainframe that was installed in 1983 and that the DMV is still using while MOVES is being developed. He said MOVES already offered a glimpse of its effectiveness when Ober- dank’s team was implementing a pro- gram mandated by the Federal Motor Carrier Safety Administration under which commercially licensed drivers must submit medical certificates to prove they are fit to drive commercial vehicles. Using the mainframe system, the DMV’s frontline staff would have to manually enter the certificate infor- mation so that it could be directed to a federal system that makes the data available to police. “We sat with our mainframe pro- grammers, and it took us from concep- tion to rollout and testing about six months for this end of production,” Oberdank said. Then the new team had a turn. “It took Tech Mahindra about two weeks to build it,” he said. MOVES captured the details of the medical certificate information and made it valid for 24 months. When a driver applies for or renews a commer- cial driver’s license, the DMV can refer to MOVES to check the validity of the certificate before issuing a license. Eventually, the DMV will be able to receive the certificates electronically from medical providers. Tech Mahindra worked closely with Microsoft in developing MOVES. The highly configurable system, specially designed for motor vehicle depart- ments, also supports customer service, compliance checks, performance mea- sures and fraud prevention. • “ The entire country is watching New Hampshire right now to see how our progress is going [on] our modernization effort.” – JEFF OBERDANK, NEW HAMPSHIRE DMV 0615gcn_025.indd 25 6/3/15 9:08 AM