Departments of Motor Vehicles for Document Management Tech Transform


Beyond simply digitizing paper submissions, intelligent document management systems use AI, pattern recognition and optical character recognition (OCR) technologies to process the information in documents, says Muscolino. Advanced systems can verify the sender, extract relevant information and write the data to appropriate back-end systems for retention. Some solutions indicate the presence of PII in file metadata, simplifying access control and strengthening security.

Before an organization starts looking for technology to ease document management problems, decision makers should take a close look at existing workflows and processes, says Muscolino.

“You don’t want to automate a bad process,” she says. “Understand security and compliance issues, identify your biggest pain points and look for the latest technologies to solve them, whether they’re cloud-to-cloud solutions or from legacy vendors retooled for the cloud.”

California DMV cuts workload in half with the help of AI

Cutting the workload of scanning California DMV workers in half was just the first benefit of the Real ID automated document verification project, Gupta said. Reduced customer waiting time and authentication time in field offices.

Once the packages are installed, ABBYY software – with AI, OCR and a built-in workflow engine – reads the documents. Then the UiPATH robotic process automatically moves the information to the right place in the DMV’s back-end systems.

For security, the California DMV locates its systems in a secure cloud managed by the California Department of Technology. Documents will only be accepted from customers and partners upon DMV approved applications. The department only selects platforms that are rated medium to high in the Federal Risk and Authorization Management Program (FedRAMP) security classification rule, Gupta said.

Browse: How DMVs Embrace IT Innovations to Improve Customer Service

Intelligent document management projects should always start with operational data that identifies bottlenecks, overspent resources or security vulnerabilities, says Gupta. The next step is to hire business partners who will support the proposed solutions to solve the problems in the department.

“Your business partners should be patient. But, again, start small with high-visibility projects. The success of those initiatives will build buy-in and fund future projects.” According to Gupta, DMV’s document processing technology has returned the capital investment within a fiscal year.

Idaho is already used as a software as a service solution

After surveying the landscape of tools available to address document management issues, the Idaho Department of Motor Vehicles realized it didn’t have to go far for solutions, said DMV Administrator Alberto Gonzalez. A longtime Microsoft store, the Idaho DMV now uses the latest version of Office 365 as the foundation for its storage and document management ecosystem, as well as the capabilities of SharePoint for collaboration and Microsoft Dynamics for customer relationship management.

“We compared several solutions, and this one definitely made sense to us,” Gonzalez said. “We’ve had a very good relationship with Microsoft in the past, and then we found that not only did they do a full upgrade to Office 365, but it came with built-in OCR and FedRAMP security standards.

Get: Here are 4 Microsoft 365 tools to help manage office priorities.

The system allowed the Idaho DMV to create a queue of emails and faxes sent to the agency directly to the Office 365 repository, which has built-in retention and deletion programs, Gonzalez said.

“One of the best parts for us is that these capabilities are included in Microsoft’s existing licensing,” he says. “Other products we looked at would have added costs to the implementation, ongoing licensing and integration into our environment.”

As RealID increased its retention needs, the Office 365 environment allowed the Idaho DMV to move all captured records out of third-party storage and into its secure on-site storage, Gonzalez said. With Active Directory, the agency can control licenses and network resources and information held by the DMV.

Finding a document management solution that fits your specific situation is critical, says Gonzalez.

“Safety is always top of mind, followed by practicality and cost,” he says. With these things in mind when choosing technologies, listen to your insiders, people who know your area.

Maryland Embraces Digital Transformation With New Scanners

In December 2021, the Maryland Department of Transportation’s Motor Vehicle Administration completed a customer communications modernization project that merged the agency’s legacy technology into one integrated system. As a result, customer transactions will be more convenient and MVA will be more efficient while maintaining access to confidential information, said IT Director Negash Asefa.

The future of MDOT’s MVA certainly includes less paper processing, says Asefa.

“We continue to see a digital shift where most services are delivered and delivered online,” he says. “This includes being able to verify and verify identity documents digitally with the issuer.”

More from STATECH: Demand for digital services drives IT transformation initiatives.

MVA’s requirements for capturing and storing documents containing PII are constantly changing and resulting in increased storage needs, says Asefa. Real ID added to the pressure by requiring the agency to retain source documents that customers use to verify their identity, residency and legal presence. The Real ID Modernization Act reduced the number of documents MDOT MVA needed to scan, and Maryland purchased Kodak S2050 scanners and accessories to streamline document capture.

The data is encrypted and stored in Maryland Department of Transportation and MVA databases and is protected by firewalls, intrusion and malware detection systems, data loss prevention software and other security monitoring tools, Asefa said. The databases are actively monitored and audited, and rights to access systems containing PII are strictly controlled and regularly reviewed.

“These solutions help us store customer data related to driver and vehicle records efficiently and securely,” says Asefa. “This allows us to give Maryland residents confidence that their information is being handled with appropriate security and privacy.”



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