KPMG Full Page Talkbook Template

Motorist Services Consolidation : 

PRESENTATION FOR Managers KPMG Report and Recommendations July 22, 2009 Motorist Services Consolidation

Today’s Agenda : 

Today’s Agenda 1 Introduction Study Overview Management Practice and Organizational Findings Organizational Realignment Recommendations Next Steps

Study Overview : 

Study Overview 2

Findings : 

Findings 3 22 areas of duplicated responsibilities Management layers w/less than five direct reports Change management not positively perceived Improve efficiency by consolidating or expanding IT system Tax Collectors and State Issuance Offices have varied perception of support from the Department Improve customer service and agency productivity through changes in management practices

Areas of Functional Overlap or Misplacement : 

Areas of Functional Overlap or Misplacement 4 Help Desk Customer Contact Licensure Issuance Sanctions Quality Control Coordination (policy setting) Records Correspondence Facility Management Reporting Data Entry Inventory Scanning Mail Room Contracting Technology Analysis & Research Budget Planning Project Management Office Communications

Management Recommendations : 

Management Recommendations 5 Duplicated Responsibilities should be combined. Change Management should be improved. Management Techniques should be standardized. Technology Support needs improvement, both short and long term. Technology Integration should be improved at headquarters and with field offices. Workload Assessment should be conducted. Management and Coordination with field service delivery offices should be simplified and standardized.

Hierarchy of Internal and External Customers : 

6 Hierarchy of Internal and External Customers

Realignment Criteria : 

Realignment Criteria 7

Organizational Realignment - Overview : 

Organizational Realignment - Overview 8

Organizational Realignment – Motorist Services Delivery : 

Organizational Realignment – Motorist Services Delivery 9

Organizational Realignment – Motorist Services Issuance Offices : 

Organizational Realignment – Motorist Services Issuance Offices 10

Organizational Realignment – Motorist Services Support : 

Organizational Realignment – Motorist Services Support 11

Organizational Realignment – Tax Collector and Vendor Liaison; and Compliance : 

Organizational Realignment – Tax Collector and Vendor Liaison; and Compliance 12

Organizational Realignment – Motorist Services Administrative Support : 

Organizational Realignment – Motorist Services Administrative Support 13

Next Steps : 

Next Steps 14

Slide 16: 

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