Virginia DMV Partners with Kyndryl to Enhance Customer Experience
In an effort to transform the often dreaded DMV experience, Virginia has enlisted the help of New York-based Kyndryl, a leading provider of government technology. This collaboration aims to modernize the operations of the Virginia Department of Motor Vehicles (DMV) by enhancing efficiency and security for the more than 200,000 daily transactions it manages.
Kyndryl will replace the existing Citizen Services Solution (CSS) with a state-of-the-art cloud-native system known as MAX, developed in Arizona. This innovative approach involves migrating critical applications from a traditional mainframe to the cloud via Microsoft Azure. The new system is designed to improve service interactions across the board, catering to internet users, DMV personnel, and customer service centers alike by seamlessly interfacing with other state agencies.
The initiative focuses on streamlining DMV transactions, enhancing data validation, and securing customer information while setting the groundwork for future technological advancements within the agency. Gerald Lackey, commissioner of the Virginia DMV, emphasized the agency’s duty to continually improve service delivery. “This modernization will ensure that we are better equipped to support daily transactions while improving the overall experience for our customers,” he noted.
Virginia’s initiative is part of a broader trend in modernizing government services, with other states, such as Florida, implementing similar enhancements. Florida’s DMV has introduced credit card payment options and virtual line-waiting systems, allowing customers to engage in other activities while they wait.
As Virginia embarks on this modernization journey, it aims to redefine the DMV experience, shifting perceptions from bureaucratic hassle to a more customer-focused service.
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