Robotic process automation and AI to transform paperwork into digital workflow for employees of a government transportation agency

Summary:

A government agency harnesses AI technologies to deliver fast and convenient service to customers.

Client: 

A large state transportation agency

Problem Statement: 

A large state transportation agency, specifically the Department of Motor Vehicles (DMV), faced significant challenges due to surges in demand. This increase resulted in extended wait times and service backlogs, affecting its over 10 million customers. To address these issues, the DMV needed a comprehensive technology upgrade to modernize its services and deliver seamless digital experiences to residents.

The DMV sought to leverage robotic process automation and AI to overcome operational inefficiencies, meet growing customer demands, and transition towards a more sustainable and user-friendly digital service model.

Results: 

• The DMV prioritizes its customers, saving them valuable time and reducing the stress of routine processes.
• The agency converted paperwork into digital workflows for employees, streamlining data entry from online transactions into back-office systems. 
• Over 12 million transactions have been completed through the online portal.
• Saved approximately 300,000 employee hours, over 4 million sheets of paper, and $14.4 million in associated costs.

AI Solution Overview:

The agency partnered with Ernst & Young LLP (EY US), a longtime collaborator, to explore AI-powered solutions aimed at streamlining processes, automating manual tasks, and enhancing organizational effectiveness. The digital transformation initiative was centered around improving the customer experience through intelligent automation. The primary goals included developing virtual services for vehicle renewals, registrations, and payment processing to meet consumer expectations.

The anticipated outcomes of the project were the creation of new digital service channels that would allow customers to complete forms, upload documents, make secure online payments, and fulfill state requirements entirely online.

References: 

1. Why make millions wait for an AI-accelerated customer experience? https://www.ey.com/en_us/insights/consulting/ey-consulting-case-studies/case-study-intelligent-automation-shifts-a-state-agency-into-higher-gear

Industry: Public Services

Vendor: Ernst & Young LLP (EY US)

Client: A large state transportation agency