UNR-lrg

May 2014

The Nevada DMV partners with ITI to create “DMV-in-a-box.”

 

Since 2007, DMV customers in Nevada have been able to use self-service kiosks, called “DMV-in-a-box,” to take care of a number of transactions, including vehicle registration renewals, driver history printouts and more. For most transactions, the kiosk provides all of the services the user needs, from information intake to decal printing.

“Probably one of the things that is least known [about the system] is the variety of transactions it can process,” says Troy Dillard, director of the Nevada Department of Motor Vehicles. “The majority of the transactions that are shown on our website are available through the kiosk.”

The “DMV-in-a-box” program is a result of a partnership between the Nevada DMV and Intellectual Technology Inc. (ITI), which began in 2003 when ITI started printing registration renewal decals for Nevada. “We started out with a small contract, and they’ve added capabilities and contracts over the years to where now we’re doing all sorts of things we didn’t do in the beginning,” says Craig Litchin, president of ITI.

At first, some DMV employees were concerned that their jobs were being replaced, but this wasn’t the case. “Because [the kiosks] were only located within our offices, there were concerns that somehow they would jeopardize technicians’ jobs,” says Dillard. “Nothing could be further from the truth because the volume of transactions and customers continues to increase.”

Eventually, the partnership evolved to include the DMV-in-a-box program and a full-scale print-on-demand service that is in offices statewide. The Nevada DMV now also offers terminals in locations like banks and grocery stores so that customers conveniently can transact their business without even stepping foot in a DMV. Some terminal locations are even open 24/7.

While this sounds great, there is still the question of whether all of the automation has been worth it. According to Dillard, the program has been a significant success. “The statistics themselves show the picture,” he says. “Year over year, transactions continue to rise on the kiosks to where we’re pushing about 50,000 transactions a month. That’s in a state with a population of a little over 2 million. Putting them out in the community has helped drive those numbers up.”

Both Dillard and Litchin agree that one of the keys to the success of DMV-in-a-box has been the close partnership between the Nevada DMV and ITI. “The Nevada DMV has always been willing to try nontraditional methods to provide better services to its customers,” says Litchin. “The word ‘partners’ is overused, but with them it truly is a partnership. They come to us and say ‘We want to do this, what are your thoughts?’ and we try to help them make their ideas happen.”

Dillard expressed a similar sentiment: “It’s been successful because they invest as much into the partnership as we do,” he says. “Many times, they’re coming up with ideas for improvements without the state having to monitor every little detail of the contract.”

And the future for DMV-in-a-box looks bright, as it will continue to offer more services for customers. “There’s a lot of research going on right now for the potential for kiosks to capture photos for driver’s licenses—it would capture the image and run it through facial recognition software—so [a user] would be able to process a renewal of a driver’s license without ever coming into a DMV,” says Dillard.