Virginia Department of Motor Vehicles (DMV)
State transportation services agency uncovers expected savings of $500,000 in shipping costs alone with Hyland solutions.
The challenge
Prior to implementing a content services solution, the Virginia DMV would microfilm between 8 and 10 million licensing, titling and other documents annually. Set by the Virginia State Library, the retention period on these documents ranges from 8 to 23 years.
“We had never been able to effectively deal with the volume of documents we need to store,” said a director at the Virginia DMV.
“We wanted document imaging so that we could scan work directly into the automated system from our 73 customer service centers, 35 DMV Selects and 1,106 online dealer centers rather than having the documents shipped to headquarters. Our goal is to offer the ultimate in customer service, and technology will help us meet this goal,” the director continued.
After evaluating a number of content services solutions, the Virginia DMV chose OnBase, Hyland’s enterprise information platform. The platform’s fully integrated suite of configurable capabilities features document capture and management, computer output to laser disk (COLD), enterprise report management (ERM), and automated workflow and records management.
One of the biggest advantages of OnBase was that it offered all of the functionality we needed and yet was very easy for our employees to use.
— Director at Virginia DMV
The solution
Though Virginia DMV’s goal was to use OnBase across the enterprise of almost 2,000 users, the agency opted to implement its solution using a phased approach. Phase 1 was to be deployed in fewer than 140 days (counting weekends). Under the supervision of an onsite project manager, the solution was operational and implemented on schedule.
The first phase of the Virginia DMV’s OnBase solution is centralized scanning of title applications, driver’s license applications, conviction reports, accident reports and other documents received from their customer service centers, DMV Selects and online dealer centers. When the documents arrive at the headquarters in Richmond, they are scanned. Clerks view the documents from OnBase and enter data into the department’s mainframe customer service system (CSS). Using the OnBase Application Enabler module, indexing values can be automatically extracted from the CSS and associated with the documents.
This module also allows retrieving documents without leaving the CSS by image-enabling fields. Users can click on a link created in the CSS (such as a driver’s license number) and retrieve the relevant documents (like the driver’s license application). Documents in OnBase can also be cross-referenced with each other based on shared keywords. This function lets users move from one open document to a related one simply by double-clicking.
In addition to Application Enabler, Virginia DMV has implemented several technologies that reduce the manual labor associated with document indexing. For instance, OnBase’s bar code recognition capabilities make it possible for the information in these bar codes to be imported into OnBase document indexes.
OnBase Workflow is used to update and maintain the keyword sets used to support automated indexing. In addition to scanned documents, the DMV also uses the platform to store copies generated in two legacy systems without manual intervention. Using COLD/ERM functionality, data streams from those applications are captured. The final phase of the solution will virtually eliminate document shipping with OnBase Disconnected Scanning.
Because DMV security policies prohibit constant live open database connectivity (ODBC) connections from any desktop, Disconnected Scanning is used to support secure file transfer. To complement the platform’s inherent security settings, the Virginia DMV maintains security privacy logs with the OnBase EDM Services module, which lets administrators know who has viewed or printed a document.
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The difference
Frustrations about the inefficiency of the DMV may soon become a thing of the past, especially in Virginia. Modern content services technology is improving response times and security while decreasing costs. This ambitious project involving millions of documents was completed on budget and on time.
The director stated, “Without leaving their desks, they can retrieve and print documents and, unlike microfilm, the documents are always legible. Not only will this help us reach our customer service goals, but we expect savings in shipping alone during the first year of Phase 3 to total approximately $500,000.”
The Virginia DMV has improved productivity, security and customer service with OnBase. By automating required record-retention rules and eliminating work backlogs, the agency can process higher-than-anticipated document volumes without compromising performance.