Corporate Transactions
Professional Legal Services
Full Credential Description
A large state transportation agency, specifically a Department of Motor Vehicles (DMV), faced significant challenges due to surges in demand, resulting in extended wait times and service backlogs for over 10 million customers. The agency recognized the need for a technology upgrade to modernize its and deliver seamless digital experiences to residents. To address these issues, the DMV engaged Ernst & Young LLP (EY US) to leverage artificial intelligence (AI) and machine learning (ML) to streamline processes, automate manual tasks, and enhance organizational effectiveness. The tailored solution involved a comprehensive digital transformation focused on customer experience. EY teams collaborated with DMV leadership to assess the necessary technology, processes, and governance to support department-wide intelligent automation initiatives. They identified high-demand DMV processes, such as routine annual renewals, and developed over 50 new capabilities for various DMV functions. This included the creation of virtual for vehicle renewals, registrations, and payment processing, allowing customers to complete forms, upload documents, and make secure online payments. The results of this transformation were substantial. The DMV launched a new digital portal that enabled over 12 million transactions, significantly reducing the time customers spent on routine processes. The initial online capabilities were delivered in just three months, with additional features rolled out shortly thereafter. Intelligent automation saved the agency approximately 300,000 employee hours, eliminated the need for over 4 million sheets of paper, and resulted in cost savings of $14.4 million. This digital transformation not only improved operational efficiency but also enhanced the customer experience, allowing residents to complete state requirements conveniently online, thus freeing up valuable time and resources.
Measurable Results
Successfully completed $14.4M transaction
Qualifications & Expertise
Leading international law firm with verified case studies