July 2014 1

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

testers.

 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

management

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

July 2014 2

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:

 Customer-centric

 Service Oriented

 State-of-the-art

 Secure

 Intelligent

 …..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

place.

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

management.

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

July 2014 3

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

storage.

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.

July 2014 5

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.

July 2014 6

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

accounts.

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

2. Credentialing

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

administration.

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

audits.

7. Administer Infrastructure

Administer Infrastructure will giv