Revamping The California Department of Motor Vehicles Website
Residents visit the California DMV website more than six million times each month, completing nearly 2.1 million transactions, yet the website was criticized for being difficult to navigate and use, and was identified by Governor Gavin Newsom as not appropriately serving California residents.
With the Federal REAL ID Act deadline set for October 2020, and DMV field offices already bursting at the seams, Governor Newsom assembled a DMV strike team in early 2019 to kick off an ambitious digital transformation initiative to prepare the organization for the impending REAL ID demand.
Key priorities of the DMV website redesign were to:
- Increase awareness about REAL ID.
- Help residents complete more tasks online or through self-serve kiosks and DMV business partners.
- Reduce field office demand and increase capacity to prepare for REAL ID compliance — one of the few DMV tasks that must be done in a field office.
10up won the competitive bid to completely revamp the California DMV website, and in parallel, create and launch a microsite dedicated to education about and support for REAL ID. Later, when COVID-19 unexpectedly hit California mid-project, 10up would also pivot to collaborate with DMV and its partners to swiftly roll out a Virtual Field Office to facilitate continuity of services.
Revamping The California Department of Motor Vehicles Website
Residents visit the California DMV website more than six million times each month, completing nearly 2.1 million transactions, yet the website was criticized for being difficult to navigate and use, and was identified by Governor Gavin Newsom as not appropriately serving California residents.
With the Federal REAL ID Act deadline set for October 2020, and DMV field offices already bursting at the seams, Governor Newsom assembled a DMV strike team in early 2019 to kick off an ambitious digital transformation initiative to prepare the organization for the impending REAL ID demand.
Key priorities of the DMV website redesign were to:
- Increase awareness about REAL ID.
- Help residents complete more tasks online or through self-serve kiosks and DMV business partners.
- Reduce field office demand and increase capacity to prepare for REAL ID compliance — one of the few DMV tasks that must be done in a field office.
10up won the competitive bid to completely revamp the California DMV website, and in parallel, create and launch a microsite dedicated to education about and support for REAL ID. Later, when COVID-19 unexpectedly hit California mid-project, 10up would also pivot to collaborate with DMV and its partners to swiftly roll out a Virtual Field Office to facilitate continuity of services.
Revamping The California Department of Motor Vehicles Website
Residents visit the California DMV website more than six million times each month, completing nearly 2.1 million transactions, yet the website was criticized for being difficult to navigate and use, and was identified by Governor Gavin Newsom as not appropriately serving California residents.
With the Federal REAL ID Act deadline set for October 2020, and DMV field offices already bursting at the seams, Governor Newsom assembled a DMV strike team in early 2019 to kick off an ambitious digital transformation initiative to prepare the organization for the impending REAL ID demand.
Key priorities of the DMV website redesign were to:
- Increase awareness about REAL ID.
- Help residents complete more tasks online or through self-serve kiosks and DMV business partners.
- Reduce field office demand and increase capacity to prepare for REAL ID compliance — one of the few DMV tasks that must be done in a field office.
10up won the competitive bid to completely revamp the California DMV website, and in parallel, create and launch a microsite dedicated to education about and support for REAL ID. Later, when COVID-19 unexpectedly hit California mid-project, 10up would also pivot to collaborate with DMV and its partners to swiftly roll out a Virtual Field Office to facilitate continuity of services.