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 a digital portal that allowed customers to complete forms, upload documents, and make secure online payments, significantly reducing the need for in-person visits. The results of this transformation were quantifiable and impactful. The DMV's new online portal has facilitated over 12 million transactions, saving approximately 300,000 employee hours and more than 4 million sheets of paper. This shift to intelligent automation has also resulted in cost savings of $14.4 million, while enhancing the accuracy and efficiency of back-office operations. The initiative not only improved service delivery but also transformed the customer experience, allowing residents to complete routine state requirements conveniently online, thus freeing up valuable time and reducing the stress associated with traditional DMV visits.
Measurable Results
Successfully completed $14.4M transaction
Qualifications & Expertise
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