Service Request Tracking (Paper and Online)

Challenge

The Department of Motor Vehicles is seeking a robust, streamlined and automated solution to track paper-based and online transactions throughout their processing stages for our constituents.

Background

Currently, the Driver License/Identification and Vehicle Registration Master database does not contain information that can be used to provide customers an accurate tracking status of their DMV transactions.

This results in:

1.3M calls received annually from customers inquiring on the status of their registration and licensing transactions
DMV employees unable to identify where a specific transaction is at or when processing will be completed
Undue hardship for our customers and staff

Requirements & Outcome

DMV is seeking a solution that will provide:

Real-time transaction status updates for customers in their online DMV account
Ability for DMV staff to notate and update on any processing disruptions
Possibly integrate with an outgoing mail tracking solution
Provide customers with estimated product delivery date
Notify customers when their transaction status has updated

Points to Ponder:

Many items to be tracked have unique barcodes

Budget

Budget Exists

Procurement Method

None - Market Research

Application Period

February 17 through March 3, 2022 at 11:59 PM (GMT-08:00) Pacific Time (US & Canada)

Q&A Period

February 17 through March 1, 2022 at 11:59 PM (GMT-08:00) Pacific Time (US & Canada)

Are you able to help?
Let's tackle this challenge together!

Applications are closed