21st Century Dept of Motor Vehicles in State of Connecticut – Gemba Academy

The State of Connecticut Department of Motor Vehicles (DMV) shares some lean improvements at the 2016 Lean Showcase with Gemba Academy. Johnnine Dominique and Cindy Zuerblis summarize the work done over the past 6 years to modernize operations and move services online (taxes, dealer registration, suspension fees, license appointments) to reduce waiting time and transportation. The title acquisition process was reduced from 90 to 45 days, with plans to get down to 14 days.

They implemented lean thinking, used defect concentration diagrams, streamlined steps, and removed barriers to adopting and embracing changes throughout the department.

You can watch the video called “2016 Lean Showcase – Department of Motor Vehicles” at https://www.gembaacademy.com/guests/state-of-connecticut