Department of Motor Vehicles FY2020
Agency
Department of Motor Vehicles
Agency Code
KV0
Fiscal Year
2020
Mission
The mission of DMV is to promote the safe operation of motor vehicles and public safety while providing outstanding
customer service.
Strategic Objectives
Key Performance Indicators
Provide outstanding customer service.
Develop and retain a skilled and diverse workforce.
Protect and secure DMV data and processes.
Cultivate innovative solutions to improve customer safety.
Optimize processes and systems as technology evolves.
Create and maintain a highly efficient, transparent, and responsive District government.
Objective
Number
Strategic Objective
1 - Provide outstanding customer service.(9 Measures)
Up is Better 31.1% 22.8% 70.4% 70%
Up is Better 24.1% 75.8% 76.9% 75%
Down is Better 9.3 10 10 13
Down is Better 26.8 23 29 30
Up is Better 96.5% 93.7% 96.2% 91%
Up is Better 90% 90.4% 89.9% 85%
Up is Better 94.3% 94.3% 95% 92%
Up is Better 95.4% 97.9% 90.3% 95%
Up is Better 90.3% 90.8% 90.9% 85%
2 - Develop and retain a skilled and diverse workforce.(2 Measures)
Up is Better New in
2019
New in
2019
63.6% 50%
Up is Better 93% 95.8% 98.3% 94%
3 - Protect and secure DMV data and processes.(1 Measure)
Up is Better 99.9% 99.9% 100% 97%
Measure Directionality FY
2017
Actual
FY
2018
Actual
FY
2019
Actual
FY
2020
Target
1
2
3
4
5
6
Percent of mail adjudication hearings for parking and
moving violations completed within 90 days of request
Percent of mail adjudication hearings for photo violations
completed within 150 days of request
Average adjudication customer wait time in minutes
Average service center customer wait time in minutes
Percent of customers rating Adjudication Services as
satisfactory or better
Percent of customers rating Driver Services as satisfactory
or better.
Percent of customers rating Vehicle Services as satisfactory
or better.
Percent of correspondence addressed within citywide
standard of 15 days.
Percent of customers rating overall DMV service as
satisfactory or better.
Percent of employees rating DMV as satisfactory or better,
overall.
Percent of employees attending annual customer service
training.
Percent of biometric facial recognition cleared within 45
days
Core Business Measures
*The above measures were collected for all mayoral agencies in FY2019. The 2019 open data inventory includes data for
calendar year 2018. Due to data lags, FY2019 data for the following core business measures will be available in March 2020:
Contracts and Procurement - Percent of Small Business Enterprise (SBE) annual goal spent; Financial Management - Percent of
local budget de-obligated to the general fund at the end of year; Human Resource Management - Average number of days to fill
vacancy from post to offer acceptance; Human Resource Management - Percent of eligible employee performance evaluations
completed and finalized in PeopleSo; and IT Policy and Freedom of Information Act (FOIA) Compliance - Percent of FOIA
Requests Processed in more than 25 business days - statute requirements allow 15 business days and a 10 day extension.
Operations
4 - Cultivate innovative solutions to improve customer safety.(1 Measure)
Up is Better New in
2019
New in
2019
100% 80%
5 - Optimize processes and systems as technology evolves.(4 Measures)
Up is Better 75.3% 76.8% 75.5% 72%
Up is Better 11.4% 15.5% 13.6% 10%
Up is Better 2.5% 3.5% 5.1% 2%
Up is Better 38.9% 40.1% 41.3% 40%
Measure Directionality FY
2017
Actual
FY
2018
Actual
FY
2019
Actual
FY
2020
Target
6 - Create and maintain a highly efficient, transparent, and responsive District government.(10 Measures)
Up is Better New in
2019
New in
2019
Waiting
on Data
Down is Better New in
2019
New in
2019
Waiting
on Data
Up is Better New in
2019
New in
2019
87.8%
Up is Better New in
2019
New in
2019
Waiting
on Data
Up is Better New in
2019
New in
2019
99.1%
Up is Better New in
2019
New in
2019
16.7%
Down is Better New in
2019
New in
2019
Waiting
on Data
Up is Better New in
2020
New in
2020
New in
2020
Up is Better New in
2020
New in
2020
New in
2020
Down is Better New in
2019
New in
2019
Waiting
on Data
Measure Directionality FY
2017
Actual
FY
2018
Actual
FY
2019
Actual
Percent of customers reached from safety education
Percent of registrations renewed online
Percent of licenses renewed online
Percent of ID cards renewed online
Percent of organ donor designees through DMV
Contracts and Procurement - Percent of Small Business Enterprise
(SBE) annual goal spent
Financial Management - Percent of local budget de-obligated to the
general fund at the end of year
Financial Management - Quick Payment Act (QPA) Compliance -
Percent of QPA eligible invoices paid within 30 days
Human Resource Management - Percent of eligible employee
performance evaluations completed and finalized in PeopleSo
Human Resource Management - Percent of eligible employees
completing and finalizing a performance plan in PeopleSo
IT Policy and Freedom of Information Act (FOIA) Compliance - Percent
of "open" data sets identified by the annual Enterprise Dataset
Inventory published on the Open Data Portal
IT Policy and Freedom of Information Act (FOIA) Compliance - Percent
of FOIA Requests Processed in more than 25 business days - statute
requirements allow 15 business days and a 10 day extension
Human Resource Management – Percent of new hires that are DC
residents (excludes temporary workers and contractors) (Updated by
OCA)
Human Resource Management – Percent of employees that are DC
residents (excludes temporary workers and contractors) (Updated by
OCA)
Human Resource Management - Average number of days to fill
vacancy from post to offer acceptance
1 - Provide outstanding customer service.(4 Activities)
Title and register
vehicles
Titles and registers vehicles by providing legal certification services to
residents and non-residents by providing timely documentations of
ownership and authority to operate, allowing them to legally drive,
park or sell their vehicles
Daily Service
Issue driver
licenses and
identification
cards
Issue driver licenses and identification cards by providing driver
certification and identification services to residents to ensure they have
the proper credentials to reflect identity, residency and driving
qualifications so they may legally operate their vehicles.
Daily Service
Adjudicate
parking, moving
and photo
enforcement
tickets
Adjudicate parking, moving and photo enforcement tickets by
providing fair and equitable reviews of ticket and permit violations for
respondents so they can resolve outstanding issues of liability.
Daily Service
Provide general
and
administrative
support
Provide general and administrative
support along with the required
tools to achieve operational and
programmatic results. This includes
financial operations, customer
service, administrative services,
legislative affairs, facility
management, as well as
warehousing and inventory control
Daily Service
2 - Develop and retain a skilled and diverse workforce.(1 Activity)
Provide general
and
administrative
support
Provide general and administrative
support along with the required
tools to achieve operational and
programmatic results. This includes
financial operations, customer
service, administrative services,
legislative affairs, facility
management, as well as
warehousing and inventory control.
Daily Service
3 - Protect and secure DMV data and processes.(3 Activities)
Provide general
and
administrative
support
Provides general and administrative
support along with the required
tools to achieve operational and
programmatic results. This includes
financial operations, customer
service, administrative services,
legislative affairs, facility
management, as well as
warehousing and inventory control.
Daily Service
Issue driver
licenses and
identification
cards
Issue driver licenses and identification cards by providing driver
certification and identification services to residents to ensure they have
the proper credentials to reflect identity, residency and driving
qualifications so they may legally operate their vehicles.
Daily Service
Systems
necessary for
DMV operations
Provide integrated and reliable information systems for all DMV services
and comply with Districtwide technology standards and requirements.
Daily Service
4 - Cultivate innovative solutions to improve customer safety.(3 Activities)
Issue driver
licenses and
identification
cards
Issue driver licenses and identification cards by providing driver
certification and identification services to residents to ensure they have
the proper credentials to reflect identity, residency and driving
qualifications so they may legally operate their vehicles.
Daily Service
Operations
Header
Operations
Header
Operations
Title
Operations
Title
Operations DescriptionOperations Description Type of
Operations
Type of
Operations
Vehicle
Services
Driver Services
Adjudication
Services
Agency
Management
Agency
Management
Agency
Management
Driver Services
Information
Technology
Driver Services
Workload Measures
Provide general
and
administrative
support
Provide general and administrative
support along with the required
tools to achieve operational and
programmatic results. This includes
financial operations, customer
service, administrative services,
legislative affairs, facility
management, as well as
warehousing and inventory control.
Daily Service
Information
technology
Provide integrated and reliable information systems for all DMV services
and comply with Districtwide technology standards and requirements.
Daily Service
5 - Optimize processes and systems as technology evolves.(4 Activities)
Issue driver
licenses and
identification
cards
Issue driver licenses and identification cards by providing driver
certification and identification services to residents to ensure they have
the proper credentials to reflect identity, residency and driving
qualifications so they may legally operate their vehicles.
Daily Service
Systems
necessary for
DMV operations
Provide integrated and reliable
information systems for all DMV
services and comply with Districtwide
technology standards and
requirements.
Daily Service
Title and Register
Vehicles
Titles and registers vehicles by providing legal certification services to
residents and non-residents by providing timely documentations of
ownership and authority to operate, allowing them to legally drive,
park or sell their vehicles.
Daily Service
Adjudicate
parking, moving
and photo
enforcement
tickets
Adjudicate parking, moving and photo enforcement tickets by
providing fair and equitable reviews of ticket and permit violations for
respondents so they can resolve outstanding issues of liability.
Daily Service
Operations
Header
Operations
Title
Operations Description Type of
Operations
1 - Adjudicate parking, moving and photo enforcement tickets(3 Measures)
14.7% 14% 18.2%
8.7% 10.3% 4.3%
53% 41.3% 26.5%
1 - Issue driver licenses and identification cards(2 Measures)
139,587 134,204 148,270
43,713 44,532 46,142
1 - Title and register vehicles(1 Measure)
260,578 257,509 255,013
2 - Provide general and administrative support(2 Measures)
97% 93.7% 98.3%
244 265 266
4 - Provide general and administrative support(1 Measure)
New in 2019 New in 2019 26,893
Measure FY 2017 Actual FY 2018 Actual FY 2019 Actual
Agency
Management
Information
Technology
Driver Services
Information
Technology
Vehicle
Services
Adjudication
Services
Percent of parking tickets adjudicated
Percent of photo tickets adjudicated
Percent of moving tickets adjudicated
Number of driver licenses issued
Number of identification cards issued
Number of vehicle registrations issued
Percent of employees trained on customer service
Number of employees
Number of customers reached
Strategic Initiatives
Adjudicate parking, moving and photo enforcement tickets(1 Strategic Initiative)
Currently, DMV hearing examiners use a word document to create official hearing records
for Driving Improvement Hearings that are outside of DMV Licensing and Registration
System (Destiny). To streamline the process, DMV will develop and implement a new
module within Destiny, that would allow hearing examiners to create and save Driving
Improvement Hearing Records in the system and automatically associate them with the
customer's driving record; which is currently a manual process.
12-31-2019
Information technology(1 Strategic Initiative)
DMV has one of the most active websites within the District Government that could be used
to bring awareness to Vision Zero Initiatives. By January 2020, DMV will integrate an
optional public pledge on it’s website to encourage customers to "Slow down and Save a
Life" for the remainder of FY20. Customers will have the option to skip the pledge offer
and continue with their business as usual.
01-31-2020
Issue driver licenses and identification cards(2 Strategic initiatives)
Based on REAL ID regulations, travelers will be required to provide either a REAL ID or
another TSA-approved form of identification in order to fly aer October 1, 2020. DMV will
provide optional special REAL ID appointments to customers with non-compliant
credentials that expire aer October 1, 2020. This will allow them to be compliant with
TSA and REAL ID requirements before the mandatory due date.
09-30-2020
New drivers seeking a CDL learner permit, as well as, those looking to convert an out-of-
state CDL, will be required to complete mandatory training on the warning signs of human
trafficking activities. This initiative will require rulemaking.
09-30-2020
Provide general and administrative support(2 Strategic initiatives)
Consistent and accurate information, along with professional and friendly employees, are a
necessity for service excellence. Therefore, by April 30, 2020, DMV will internally train
95% of eligible frontline employees on DMV specific customer service techniques.
04-30-2020
By March 2020, DMV will host a recruitment event in Ward 7 or 8 geared towards area
residents. The goal is to increase the applications received from residents of those two
Wards and thereby, increase the employment numbers of residents from those two wards.
03-31-2020
Systems necessary for DMV operations(2 Strategic initiatives)
Currently, all vehicle inspections take place at the one inspection station or an OBD Kiosk in
Ward Five. DMV will implement a second OBD Kiosk East of the River, offering those
residents the convenience of a self-service OBD testing option.
09-30-2020
Currently, DMV only has one mobile app transaction. In an effort to offer more convenience
to our customers and make use of emerging technology, DMV will expand the mobile app
offerings to five additional transactions by March 2020.
03-31-2020
Title and register vehicles(3 Strategic initiatives)
Currently, DMV prints and mails paper titles. This involves having a secure storage area,
paying postage and risks of lost documents. By August 2020, DMV plans to complete an
analysis of the feasibility of adding an electronic title option, which will reduce the handling
of paper documents, thereby saving money, resources and increasing customer satisfaction
and convenience.
08-31-2020
Strategic
Initiative
Title
Strategic Initiative Description Proposed
Completion
Date
Create a More
Efficient
Driver
Improvement
Hearing
Process
Take the
Pledge
Provide
Special REAL
ID
Appointments
for Customers
Expiring aer
October 1,
2020
Require
Human
Trafficking
Awareness
Training for
New CDL
Licenses or
Permits Issued
Provide
Annual
Customer
Service
Training
Host
Recruitment
Event in
Wards 7 or 8
Implement
Second OBD
Kiosk East of
the River
Expand DMV
Mobile App
Transactions
Explore
Electronic
Titling
The DMV’s Insurance Verification System (DC IVS) collects automobile liability insurance
information from insurance companies that are licensed to provide automobile liability
insurance in the District. This system is used to collect information to identify vehicles that
do not meet the District’s minimum insurance requirements. The current Insurance
Verification System is outdated and requires major overhaul. DMV will secure and
implement system enhancements to this technology to ensure compliance with all District
insurance laws and regulations.
09-30-2020
By January 2020, DMV shall amend and implement new rules revising the calculation of the
vehicle excise tax as mandated by the Clean Energy DC Omnibus Act of 2018.
01-01-2020
Strategic
Initiative
Title
Strategic Initiative Description Proposed
Completion
Date
Overhaul the
Insurance
Verification
System
Implement
the Clean
Energy Excise
Tax
Requirements
