1. Steve Westerman Deputy Director, CA-DMV
DRIVE: Five Proven Patterns to reduce impacts on Business using innovative IT solution
Steve Westerman
Deputy Director, CA-DMV

2. Business Drivers Problems facing Government Budget cuts
Workload increases
Workforce downsizing

3. What are IT Patterns IT Patterns:
“a general reusable solution to a commonly occurring problem”
Wikipedia

4. Patterns DRIVE: Directive – Consistency Reusability – Services
Innovation – New Channels
Visibility – Automation
Empowerment – Customers

5. 1. Directive D R I V E
Use IT to provide a consistent service for the lowest cost
Consistency = Quality
Shopping Cart – from stove pipe payment processes to single consolidated process
Online services

6. R 2. Reusability SOA – reusable service Common componentsD R I V E
SOA – reusable service
Common components
Identity Management
Shopping Cart

7. I 3. Innovation Exploiting New Channels Self-Service TerminalD R I V E
Exploiting New Channels
Self-Service Terminal
Phone (IVR)
Workflow

8. V 4. Visibility Visibility and AutomationR I V E
Visibility and Automation
Telephone Appointment Reminder
Virtual Hold on the Phone
Identity Management
Driver Record Online
Vehicle Record Online

9. E 5. Empowerment Customer empowerment Portal YouTube Twitter RSS FeedsV E
Customer empowerment
Portal
YouTube
Twitter
RSS Feeds
Mobile Apps - iPhone & Droid

10. Questions ?
Contact Information:
Steve Westerman, Deputy Director
California DMV – Information Systems Division ,
Contact Information:
Amran Din, Manager
California DMV – eServices ,