Department of Motor Vehicles Building, wide view

At the time of writing – July 2020 – Departments of Motor Vehicles (DMVs) in the United States and Canada have seen their business transformed by COVID-19. Historically, DMV functions (which in some jurisdictions are split among several agencies) have included credentialing and testing of drivers, registration and securing and transferring titles for vehicles, and processing of other licenses, fees and fines. COVID-19 has both inspired and catalyzed evolution in how the DMV serves its role in managing large amounts of personal information, serving as the “front door” to State/Provincial Government, and protecting public safety. DMVs have recognized generational opportunities in the pandemic and response to offer efficient, productive, and modern services by accelerating the shift to remote services and introducing telework.

The research, completed by Nathan Higgins, Joe Zissman, and Leah Pickett, conducts an explorative scenario plan: identifying trends; projecting them forward; and weaving them into plausible futures to provide DMVs with insights on serving their customers and workforce.