No. 26
Recognizing our most valuable asset
October 2016
Team earns international award
A Trophy Well Earned Oregon DMV recently received an award at an interna onal conference for our process improvement ini a ve with the Washington Department of Licensing. I invited Bill Merrill, Dani Harp, Brent Steele, Deb Fraser, Mary Garcia, Susan Schlipf, and David MarƟn to my office to thank them for their work and to show them an impressive trophy now displayed at headquarters. DMV received a “government partnerships” award for working with our counterparts to improve work processes and enable be er communica on between our agencies. We’ve men oned this ini a ve in previous newsle ers. However, the lessons we learned in that experience con nue to pay dividends. Our employees learned a new way to analyze and improve work processes that started with defining the problem and gathering data. Our natural ins nct is to brainstorm solu ons before we really understand what needs to be fixed. The “methodology” we used with Washington DOL ensured that we agree on the problem statement and what to measure before idenfying what should be done differently. This disciplined approach led
Photo courtesy David House
Tom McClellan (standing) reads the AAMVA trophy to the team whose work with Washington Department of Licensing earned the award. The team included (clockwise from left) Susan Schlipf, Brent Steele, Dani Harp, Bill Merrill, David Martin, Deb Fraser and (outside photo) Mary Garcia.
How award was won See Page 2
to impressive outcomes. The group I met with in my office shared stories about their experience. I could tell by the energy in the room that they enjoyed the experience and felt a sense of fulfillment. They asked me how we could implement a similar process improvement methodology within DMV. They clearly saw the benefits of a standard approach to problem-solving. Soon a er, with support from DMV Management Team, I announced that we’re adop ng the ODOT “Change Framework” as
DMV’s process improvement and problem-solving methodology. It’s based upon the same principles and techniques we used with Washington DOL, and offers an in-house support team for training and assistance. We will be providing more informa on on ODOT’s Change Framework in the months to come. A small DMV workgroup (“Speedier Vehicle Transac ons”) is already using this new approach. I’m looking forward to hearing their recommenda ons to improve the quality and meliness of our vehicle tle issuance. We’re on the move at Oregon DMV! Tom McClellan
DMV EMPLOYEES in Mo on
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October 2016
Print HEM Page too! Last month, we reminded everyone to “Print the Page” to encourage all employees to keep a record of their online Open Enrollment selec ons for their 2017 benefits. In addi on, we would like to add that you should also “Print the Page” for you HEM (Health Engagement Model) enrollment as well. The process is simple: A er you complete the online selec on process for either HEM or Benefits, you will see either a HEM Cer fica on or a benefit statement summarizing your choices before you logoff the PEBB portal for Open Enrollment. This is proof of your selec ons – so it is important that you print the benefit statement and keep it in a safe loca on. Prin ng both your HEM selec on and the PEBB benefit statement is your proof of your selec ons, so it’s important to keep a copy of your choices if there is any queson about benefits you selected. And remember, you have from October 1 through October 31 to make your selec on for the 2017 plan year – don’t wait un l the last minute! Tom McClellan DMV Administrator and Gail Boatman President DMV Local 735
How AAMVA award was won Tom McClellan invited the team who worked on the Non-Resident Violators Agreement with Washington Department of Licensing to his office Sept. 20 to celebrate an interna onal award given to DMV. The team was recognized for its par cipa on in a project that addressed breakdowns in the process for sharing informa on between the two states related to suspensions and clearances. With its counterparts at Washington DOL, the team worked out solu ons to barriers in the process. In September 2015 and June 2016, we included ar cles on this project, including news about the Regional AAMVA Award that was given to the team during the Region IV Conference held in Portland. Last month, Tom a ended the Interna onal AAMVA Conference held in Virginia. This conference included representa ves from all 50 states, as well as provinces in Canada. On the final night of the confer-
ence and to Tom’s surprise, he and the Director from Washington DOL, Pat Kohler, were called to the podium to accept the Interna onal Excellence in Government Partnerships Award for 2016. Oregon’s trophy is displayed in the case in the hallway by the cafeteria at DMV Headquarters. “What really helped the group was to remain open-minded,” David MarƟn said. “The first mee ng was kicked off in a posi ve way through construc ve dialog. Instead of star ng from a place of preconceived outcome, we all came together to analyze the problems and solu ons.” Bill Merrill added: “Establishing lines of communica on with our counterparts from DOL will benefit our agency for years to come.” Tom thanked the team for making this happen, and the group discussed other opportuni es that are available to use this methodology in the future. Kathryn Ryan
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October 2016
Stefanie Coons earns ODOT Excellence Award To address this challenge, DMV Field Services ODOT’s Rail and Public Group Manager Stefanie Transit Division asked DMV Coons was among winto partner with transit and ners of this year’s ODOT other providers to share Transporta on Excellence alterna ve transporta on Awards. Director MaƩ op ons for customers by GarreƩ presented her specific geographic area to with one of five Emerghelp at-risk drivers. ing Leader Awards at the Stefanie directed the es2016 Fall Forum on Oct. tablishment of a pilot effort 5. at field offices in Coos Bay, Stefanie is the first DMV Redmond, Beaverton, and employee to win one of Florence. The goal was to these awards. provide DMV field staff The Director challenged with a resource to share all ODOT divisions to with customers who were evaluate, collaborate, losing their driving privilegand promote how our es. agency thinks of transPhoto courtesy Lauren Mulligan She then directed staff to porta on – moving Stefanie Coons holds her Transportation Excellence Award work with local transit offibeyond just a focus with Director Matt Garrett (left) and Tom McClellan at the cials to gather informa on on highways to public 2016 Fall Forum on Oct. 5. for packets with op ons for transit, bicycles, electric customers to use public transit and vehicles or other ways of moving availability for customers, as well people or freight. as other factors, provide customers other transporta on op ons in lieu of not having a driver license. To further encourage this transiwith a more posi ve experience During the first six months of the on, the Transporta on Excellence and also provide a more conducive pilot, 75 packets were handed out Awards were revised with new cri- environment for employees. teria to allow employees to nomiStefanie also served as DMV’s ex- to customers. DMV also translated the materials nate candidates who have stepped ecu ve representa ve in a project up to this challenge and on their called “Partnership with Rail/Public into Spanish. Since April, DMV has added professional career achievements. Transit Division: Transporta on more field offices (Sandy, Albany, A nomina on was submi ed for Op ons for At-Risk Drivers.” Stefanie on behalf of the 400 emEvery year, over 5,000 Oregonians La Grande, Woodburn, Bend, and Eugene) to maintain a good mix ployees in DMV Field Services. The surrender their driving privileges. nomina on focused on her efforts DMV recognizes that some individ- between rural and urban offices. to encourage employee input, sug- uals have medical, cogni ve and/or Other field offices will be added in ges ons, and explora on of ways func onal impairments that affect the future. DMV is con nuing its outreach to to streamline current prac ces to their driving. local public transit representa ves reduce customer wait mes and It is very hard and stressful for improve overall customer service. DMV field employees to “take driv- and evalua ng other improvement Her stewardship of the credit/ er licenses away” from customers. efforts underway, including a postage-paid postcard to receive direct debit card installa ons in all ofIt becomes even more stressful customer input and feedback. fices, her efforts to improve field when a customer does not readoffice building condi ons, lobby ily see any alterna ve for ge ng Tom McClellan areas, lobby workflows and parking around.
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Woodburn DMV gets bigger home
Image courtesy Susan Anderson
ABOVE: Attending the grand reopening of the Woodburn Field Office at its new location are: Jennifer Hadley, Dennis Whitney, Stephanie Cross, Susie Marthaller, Barb Erwin, Michelle Howard of Field Services and Amy Joyce of Government Relations BELOW: David Moreno is the first customer at the new Woodburn office.
The Woodburn Field Office reopened Tuesday, Sept. 27, at its new, larger home at 1575 Mount Hood Ave. Suite 130. With 6,000 square feet, the new office is more than twice as big as the previous one, and it has more parking spaces for customers. The Woodburn office had been in a 2,520-square-foot office at 1550 Industrial Ave. for 16 years. Woodburn’s popula on has grown from about 20,000 in 2000 to about 25,000 today, according to U.S. Census es mates. Field Services
October 2016
Donate Life NW thanks DMV for making the ‘ask’ When Donate Life Northwest began working with the DMV in 1975, only 3 percent of the Oregon popula on was registered on the Organ Donor Registry. Today because of DMV’s hard work and commitment to asking their customers if they would like to register, an astounding 75 percent of the Oregon popula on is registered. Because of your “ask,” people who may not have considered organ dona on have the opportunity to register and save thousands of lives each year. In the Pacific Northwest alone there are over 3,000 people on a wai ng list to receive a life-saving organ. Na onally there are over 120,000 people wai ng. Donate Life Northwest encourages everyone to register to be a donor to ensure that as many lives as possible are saved and improved each day through the miracle of dona on and transplanta on. We couldn’t do it with you! Sept. 19-23, 2016, was DMV Apprecia on Week, and we wanted to take this opportunity to thank you for listening, thank you for caring, and above all, thanks for asking! Sincerely, Leslie Brock Executive Director and The Donate Life Northwest Staff
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October 2016
Debit-credit card system installation complete
Photo courtesy Erin Fallau
This is the first customer to use the debit/credit card system at the Hillsboro Field Office.
All 60 field offices can accept debit and credit card payments now that installa on of so ware, hardware, and employee training is finished. The last two installa ons were completed Sept. 29 in the Hillsboro and Sherwood offices. Previously, DMV accepted only cash, checks and money orders at its field offices. ATMs have been available in most offices so that customers could withdraw cash, but the vendor is removing ATMs now that customers can use debit or credit cards. A er a pilot launch of DMV’s deb-
it and credit card system in May in Dallas, McMinnville and the two Salem offices, DMV sent two teams across Oregon to install the new system in its 56 other offices from June through September. “Customer response is incredible,” Tom McClellan said. “Our sa sfac on surveys showed a desire for credit and debit payments, and we’re pleased by the posi ve response already. Legisla ve budget approval was essen al for our success.” David House
Saving lives is keystone of every employee’s role at DMV “At the end of the day, the goals are simple: safety and security.” – Jodi Rell Last August, I had the pleasure of a ending the interna onal American Associa on of Motor Vehicle Administrators (AAMVA) Conference in Williamsburg, Virginia. This was my very first AAMVA conference, and I felt honored to be among the DMV employees from all over the world. I was inspired with the informa on shared, the networking that took place, and being able to interact with various vendors on products that might help us in the future. The one thing that really stood out to me was the strong emphasis and focus on safety. AAMVA’s vision is, “Safe drivers, safe vehicles, secure iden es, saving lives!” When I came to DMV, I never thought of the work we do as saving lives. Typically, I have seen this type of language used in reference to law enforcement, fire fighters, or other emergency personnel or so I thought. The statement “Saving
Program or the Address Confidenality Program. • The careful management and handling of personal iden ficaon protects our customers from fraud/iden ty the . • Commercial Medical ExamFocus is Traffic Safety ina on Cer ficates and the close a en on that is paid concerning Lives” really resonated with me and the cer ficates ensure that our CDL the focus on this as part of AAMVA’s customers are medically qualified vision made me look at the work to operate commercial vehicles. we do in a different manner. • All aspects of tes ng – whether All the informa on shared at the it is a paper or skill test on vehicle conference was easily linked to saving opera ng laws works to ensure lives, and I couldn’t get that out of my that customers understand minihead. When I returned to Oregon, mum driving standards. I examined the direct steps that we • Asking our customers if they take to save lives at the Oregon DMV. would like the Oregon donor indiThese came to me immediately: ca on on their license offers the • Title and Registra on provided possibility that the loss of an indifor police undercover vehicles. The vidual might turn into a life-saving lives of police officers are protectopportunity for someone else. ed by having undercover registraNo ma er what your posi on tle on for their vehicles. If we fail to is or what service group you’re a part tle/register these vehicles corof, never forget that the work you do rectly, we may jeopardize lives. helps us to save ci zens’ lives. • Protec ng customers’ addresses Brandon Cobb who are in the Protec ve Persons Field Operations Manager
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October 2016
Michael mixes interests in running and charity Michael Holman, published novelist and data entry operator for the Customer Database Unit, has always enjoyed long distance running. “When I was younger, I enjoyed seeing how quickly I could cover a mile’s distance when officials called out split mes,” Michael said. “Once, I was able to set a personal record that was under five minutes for my first mile. But now I simply enjoy running outdoors for the sake of listening to the birds chirp, squirrels cha er, and the sound of water burbling over rocks in Pringle Creek. Bush’s Pasture Park is an excellent place to run for that reason.” Michael also enjoys giving to the Marion/Polk Food Share. “I think I enjoy giving to Marion/ Polk Food Share because I was born and raised, and I con nue to
Photo courtesy Tammy Porter
Michael Holman, of the Customer Database Unit, combines his interests in running and charity.
live in this region that the organiza on serves,” he said. “I like the idea of doing something prac cal to help residents who are going through tough mes. I was once in such a posi on myself, and I was grateful to receive assistance from MPFS.”
This summer Michael decided to give himself a challenge. He wanted to run as many laps as he could around McKay School Park. For each lap he would give $5 to the Marion/Polk Food Share. On Aug. 27 he completed 11 laps and gave $55 to the organiza on. Just $1 equaled four pounds of food. He called his challenge “Hunger Gets Lapped.” “For this past August 27th I wanted to run in such a way to help people. Running compe ons are among the sports where ‘ge ng lapped’ means ‘in trouble’. So I wanted to lap hunger.” We have opportuni es to give here at DMV such as the Charitable Fund Drive ending today, Toys For Tots in December, and the Governor’s State Employee Food Drive in February. Tammy Porter
DMV leads ODOT in Charitable Fund Drive – in its final stretch today DMV was leading ODOT as of Friday morning, Oct. 7, with $10,205.30 in Charitable Fund Drive pledges. That total will rise as coordinator collect data. There may s ll be me to contribute Oct. 7. Contact your service group representa ve: • Field Services – Bill Dunn • Customer Services – Krista Allman and Kerrie Combs • Program Services – Karolina Lemus Thompson • Processing Services – Jolene Soto • STP/Administrators Office/HR - Amanda Eddie • IS – JozeƩe Ritchey Jolene Soto
This year’s Charitable Fund Drive hosted a “Charity Fair” on Sept. 28 in the DMV Headquarters cafeteria to showcase ways that employee donations help their communities.
Photo courtesy David House
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October 2016
On the Road Again
Photo courtesy David House
Dustin Haisler, Chief Innovation Officer for e.Republic, talks about “disruptive innovation” Sept. 27 at DMV’s Semi-Annual Business Review.
Top 10 great things about STP STP is working to create a list of specific capabili es we want to have a er we complete our transforma on. Some of these improvements will happen because we change exis ng business processes, and some will happen when a new IS solu on is put in place. We have created a top 10 list of great things you can look forward to as part of our transforma on: 1. You will have the tools you need to be able to provide even be er customer service. 2. You will be able to find answers to your ques ons faster. 3. You may be less frustrated with the limita ons of your computer system. 4. Your sugges ons that are accepted will be easier to implement, and therefore more quickly adopted. 5. There will only be one main computer applica on you will have to access, or at least not as many as we do now! 6. Field offices will find it easier
to manage money. Balancing their register at the end of the day will be faster and there will be fewer fee calcula on issues at the counter. 7. You will have to deal with less batching, bundling or spreadsheets. 8. You can find everything about the customer in one place. For example: If talking to a customer about an address change or registra on renewal, you can easily check the system about a pending suspension and the system may even alert you. 9. You won’t need to make as many phone calls to other departments or from field to headquarters. 10. If you need manager, office leader or tech approval, the new COTS system may be able to flag profiles that need review. Do you have any sugges ons about what you want to see the system do? Submit them by sending an email to STP. Bill Halsne STP Subject Matter Expert
Not everyone enjoys reading long documents and blocks of text. When we asked for feedback from DMV managers and the STP Employee Advisory Commi ee about how people would like to get news about STP, they told us that they want to read less text and have more visual tools. This month, STP will send out bright, colorful posters that show the 10 steps of our IS solu on vendor procurement approach. These posters show a roadmap to how we will find the right commercial-off-the-shelf (COTS) product to meet our needs. Where are we with selec ng an IS solu on vendor? The evalua on team is on the road traveling to loca ons where products under review are in use. Our representa ves are asking what it is like to use the product, learning more about collabora ng with the vendor and seeing a COTS solu on in ac on with real customers in a real DMV. This evalua on is one more way that STP is making sure we measure twice and cut once. These visits are one of the last phases before the evalua on team tallies scores and possibly issues an Intent to Award. It is exci ng to think that nego a ons with a vendor could begin next month. I encourage you to review these posters with your manager and talk about how this procurement approach benefits DMV. Also consider what is gained by going the extra mile to learn about products. Ben Kahn Transformation Manager
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October 2016
Document imaging quickens look-up process Kerrie Combs scans documents, making it faster and easier to look up stored information compared to the long obsolete microfilm system.
Entire process beats microfilm, earning employees’ praise The Microfilm Unit has been in the process of transi oning from the microfilm machines to the digital scanners. The unit now has five produc on scanners, and three validaon worksta ons. Imaging of tle work started in December 2015 while imaging of registra on work started in May of this year. “The chief success of transi oning to imaging would be the speed of the process,” said Joshua Mills, Microfilm and Mail Center Manager. “What in the past would take days takes hours now. A record can be looked up on FileNet within two days of being scanned.” Deb Wilcox, Vehicle Transac on Sec on Manager, agreed: “With imaging the staff can look up transacons at their desks. Any transac ons that have been completed as of processing date November 30, 2015 will now be in the imaging system. They will be quickly available for review to help answer ques ons from customers or other service groups.” This big change didn’t just affect the Microfilm Unit and the Vehicle Transac on Sec on. It also affected the Mail Transac on Sec on as well as the Distribu on Table. Everyone had to work together to make this change a success. Data Processing Coordinator Greg Pelton also helped with the transi on while staff from Document Prepara on, Vehicle Processing 4, and Vehicle Mail 2 started adding
Photo courtesy Tammy Porter
separator sheets into the work while they proofed it. In fact, Deb recently presented the Document Preparaon staff with cer ficates of apprecia on. “I can’t say enough good things about how the Doc Prep staff handled this change,” Document Prepara on Manager Steve Garren said. “The collabora on and communica on with the Microfilm Unit, VP4, VM2, the Distribu on Table, the VTS units, and Greg Pelton were essen al. Since this change affected so many people throughout several units and mul ple processes, it took everyone working together to make this a successful change.” Joshua added, “Scanning is faster. It is easier to manipulate an image, and total processing me is much faster.” The change to imaging has come at
a great me for the Microfilm Unit when DMV has been experiencing an increase in tle transac ons. According to Joshua DMV processed 822,970 tles in 2010. In 2015 DMV processed 1,059,643 tles. That’s a 28.76 percent increase over five years! “We have scanned a total of 9,795,401 pages of vehicle transacons so far,” Joshua said. “Last year we filmed a total of about 11 million pages – including drivers! That’s 71,206 batches equaling 1,864,468 tle and registra on transac ons.” Kudos to everyone involved in this transi on of bringing Oregon DMV into the digital age! Next spring, 2017, imaging will begin on the Drivers work! Microfilming of drivers will hopefully be finished during the summer. Tammy Porter
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October 2016
Profile: Rhonda Kaneshige shows her dedication Rhonda Kaneshige serves as the Assistant Portland as the Region Manager for Metro Region Supervisor the Mount Hood Region, and the Northwest Region Manager, which covered which includes offices located in Clackamas and the Portland and Salem arMultnomah coun es. eas. The Assistant Portland Offices in this region have Metro Region Supervisor very high customer and was responsible for six transac on volumes, and Portland-area field offices and reported to the North a diverse customer base: Gladstone, Gresham, Region Manager. The Mall 205, Southeast Portposi on was reclassified in land and Dealer Processing 1993 to a PEM-B posi on. Center, North Portland and She was then promoted to her current posi on of Sandy. Increasing popula ons, economic vitality, Principal Execu ve/Manager D in June 1996. and growth of jobs in this Photo courtesy Susan Anderson geographic area of the She enjoys spending me Rhonda Kaneshige started her career at DMV as a state have really impacted Clerical Assistant in September 1980. with her family in Hood Rivthis region. er. In the summer and early Vehicle Representa ve 1 (in The I p my hat to Rhonda’s dedifall, she can be found on a tracDalles) in September 1982 and tor in the family cherry and pear ca on, hard work, and abili es then Motor Vehicle Representa ve orchard assis ng with the harvest. in handling the complexi es of 2 (in Hood River) in January 1983. a customer base that includes She also spends me bowling in Rhonda was promoted to Office a league with her husband (he is having staff on board who are Manager A (in Hood River manskilled in conversing in several way more of a serious bowler) on aging three FTE) in April 1985. In languages to help customers in Friday nights in fall through spring. 1986, she accepted a developShe also enjoys going on vacathis geographic area. mental/rota onal assignment as ons to Maui with her husband, Rhonda was hired at DMV in September 1980 and started her the Motor Vehicle Office Mangoing to San Francisco to visit her ager B-Technical Supervisor for career as a Clerical Assistant in sister and family, and taking every the North Region (what is today opportunity to watch spor ng the Prorate Unit (this posi on Sunset and Mount Hood Region events that her 15-year-old registered large vehicles (trucks field offices and four express/mall nephew par cipates in (football, and trailers). In October 1981, offices). The working tle of the her posi on classifica on was basketball and baseball). posi on was Technical Supervisor, To say that Rhonda is a dedicated changed to Data Entry Operator. DMV employee is truly an underIn October 1981 she was promot- and she was the technical resource for the 20 field offices and ed to a Clerical Specialist posi on statement. We are very grateful for supervised the regions relief staff. her service and contribu ons and in the Technical Support Unit, In 1987, she was promoted to she serves as a key advisor and rewhere she got experience writthe Office Manager B-Techniing driver and vehicle policy and source for the en re Field Services cal Supervisor posi on. In 1991 procedures, as well as answering Management Team. In my mind, and 1992, Rhonda had accepted she is a rock star! field office phone calls. She was work-out-of-class assignments Stefanie Coons promoted to a part- me Motor
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October 2016
Fraud Prevention streamlines special ID process There has been a big change for the Fraud Preven on Unit (FPU). As of Sept. 1, customers who contact DMV to ini ate an Alterna ve Iden fica on Method (AIM) must be referred to the FPU to establish their iden ty. This means that Field Services Customer Service Managers will no longer review documenta on for customers who fail the biometric check. The fraud inves gators will meet customers directly, which relieves the CSMs of this workload. The customers will be instructed to meet the fraud inves gators at DMV Headquarters. If the customer is unable to meet at HQ, the inves gators will meet the customer at their local field office. AIM has become a high priority for the FPU. Courtney Wimberly and fraud inves gators Jihesheia Hull and Greg Blount ensure the process is quick and convenient for the customer. FPU has received posi ve feedback regarding this process change: • “Overall this new process will allow the agency to be er protect our records and reduce fraud. This
Photo courtesy Mandy Compton
The team that streamlined a process for the Fraud Prevention Unit included (from left): back row – Brigham Brewer, Greg Blount, Jihesheia Hull and Jo Anne Mac Farlane; front row – Courtney Wimberly, Becky Ortiz and Tami Boss.
will help give more confidence to our issuances under the Alternave ID methods. Let’s work with FPU to make this new process successful.” – Toni Markley South Region Manager •“I believe with FPU’s ability to dig deeper into these cases, more fraudulent ac vity will be prevented, helping us maintain the integri-
ty of our issuances.” – Jan White Field Services Big kudos to the implementa on team: Tami Boss, Ty Yoder, Brigham Brewer, Jan White, Jihesheia Hull, Dave Leonhardt and Becky Or z. FPU will provide an update on AIM in 6 months. Becky Ortiz Fraud Prevention
Praise to employees in Ashland and other parts of DMV A number of employees were very helpful to me today. I needed documenta on for an a orney in Grants Pass to help him convince his client to stop driving. She connues to drive even though her license has been suspended. I don’t know the name of the first young woman I spoke to in Salem, but in a call back I spoke with Mercedes, and then Sean in IT called
me via the Ashland DMV office to clarify the process I had misunderstood. The two women who ended up assis ng me in Ashland were also very helpful, and the first was quite pa ent with me while I on the other hand was impa ent. I recognized my rude behavior and apologized to her, and then thanked both Ashland DMV employees for their help. I have always been
pleased with the results of my visits to Oregon DMV offices, and I know your employees are the front line of customer angst and occasional mistreatment. Blessings on them. All of the employees I spoke with today were kind, helpful and professional – all that I could ask for in public servants. Roger Harding Rogue River
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Employees enjoy job rotations Josh Jones and Cassie Bay recently started their adventures in Driver Programs. Josh has worked at DMV for eight years. His work experience includes Customer Assistance, the Accident ReportPhoto courtesy Mandy Compton ing and InsurJosh Jones and Cassie Bay, who recently started in ance Verifica on Driver Programs, have enjoyed job rotations at DMV. Unit, Tech in ming, and camping. She loves Driver Suspensions and now on the Seahawks! rota on as an Opera ons and You can find rota onal opporPolicy Analyst 1 in CDL Policy. Josh enjoys photography, riding tuni es, like the posi ons Josh and Cassie are currently in, on his motorcycle, music producthe state jobs site – oregonjobs. on, snowboarding, and taking his two dogs jogging and hiking. org. A rota onal assignment can help you gain experience withCassie started at DMV in Customer Assistance in 2005 and lat- out having to meet the usual minimum qualifica ons. er took some me off to be with Both Josh and Cassie have her kids. She came back to DMV last year as a temp in Vehicle Mail worked in rota onal assignments before and jumped at the un l she got a permanent posion in Driver Issuance and is now chance to gain experience on rota on in the Driver Programs on rota on as an Opera ons and area. They agree that rota onal Policy Analyst 1 in Driver Policy. assignments have been stepCassie likes to hang out with her family and has played on the ping stones to help them move ahead in their careers. DMV so ball team. She takes Mandy Compton her two kids on bike rides, swim-
Did you know..? Voter registra on data updated Sept. 13 shows that Oregon is on track to add over 250,000 new voters through the Oregon Motor Voter program in me for the No-
vember general elec on. Through all methods, 298,320 voters have been added to the rolls since August 2015, a 13.76 percent increase. Secretary of State’s Office
October 2016
Third-party Class C drive tests continue The Class C Third-Party Tester pilot program, launched in November 2014 and originally scheduled to end on October 31, 2016, has been extended indefinitely. This ac on will con nue to provide customers with an alterna ve to taking a drive test at DMV, and allow DMV the me to create new rules to establish a permanent Class C Third-Party Tester program. DMV will seek input from stakeholders, including current pilot par cipants, when developing the new rules for the permanent program. This process could take up to 12 months. Par cipa on in the future program will require interested par es to apply through a compe ve process. The program provides added convenience for people needing regular drive tests, shorter wait mes in field offices, and net savings of employee me in Field Services and Program Services. The three par cipa ng third-party examiners conducted a total of 4,250 drive tests during the first half of 2016: • Oregon Driver Educa on – Beaverton, Salem and Wilsonville • Pacific Driver Educa on – Gresham • Southern Oregon Driver Educaon – Medford (and Grants Pass, which has been approved but is not conduc ng tests) Program Services Group
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October 2016
Reinvention already making changes to DMV site Oregonians prefer the web as the primary means to contact or get informa on from state agencies, and the majority of them are doing so on mobile devices. As such, it is vital that DMV’s website be as clear and easy to use as possible. DMV has joined other ODOT divisions in redesigning our primary communica on tool, and web editors and content contributors are working hard to create a more efficient and customer-centered website. The launch of the new website is expected to happen in June 2017. Vision Our vision with the Web Reinven on Project is to have a mobile-first, useful and usable website that improves DMV’s ability to: • Communicate with our audiences (customers and stakeholders). • Help people find needed informa on and complete tasks. • Reduce risk. • Improve transparency. What are the benefits of the project? Besides a mobile-friendly, useful and usable website, addi onal benefits include: • Saving the agency money with easier maintenance requirements. • Customizing pages that will display informa on in a way that makes sense to the customer, reducing ques ons and confusion, and as a result, reducing employee work load. • Improving support for web editors and content contributors through training and an established governance system. • Bringing the website into
in our agency, but many employees were aching for an update. The new template helped us to focus on task-based naviga on revolving around our customers rather than our staff. We’ve seen a decrease in our overall bounce rate and received posi ve feedback from our customers and other agencies.”
Image courtesy Stephen Gay
What do all these things have in common with our website? You guessed it: Changes!
compliance with federal and state accessibility laws, making our website accessible for all DMV customers. Learning from others Several of our fellow state agencies have been through the redesign process. We asked them to share their results with us. “DAS got a lot of posi ve feedback from customers on its website redesign. The majority of comments had a common theme – the agency went up in users’ es ma on,” Oregon Department of Administra ve Services Communica on Coordinator Raelynn Henson said. “It seems the website redesign made the agency more relevant to customers. That’s a good feeling, and a good result.” Liz Beeles, Oregon Department of Agriculture Publica ons and Web Designer, said: “The website redesign was a paradigm shi for some
Fewer pages benefits everyone Our fellow state agency web leaders noted that the change from an organiza on-based web structure to a customer task-based web structure was hard, but it is a posi ve change. They also cited the reduc on in pages and documents as a benefit of the redesign. “DAS has a distributed model with website editors housed in all divisions of the agency,” Henson said. “One big benefit of our website redesign relates to the reducon in content. Website edi ng is just one of many tasks our editors do. They are pleased we cut the amount of content during the redesign because they now have less to manage and maintain.” Beeles said: “We reduced our pages by 75 percent and reduced the depth of pages that people need to visit to answer a ques on.” Oregon Real Estate Agency Communica ons Coordinator Mesheal Heyman said: “Our website is now designed to reflect the way our customers think, not the way our agency is organized. Customers don’t care about whom in the agency ‘owns’ the content – they just want to find it. Now they can. They’re happy. We’re happy.” Pamela Case Web Reinvention Project Analyst
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DMV EMPLOYEES in Mo on
October 2016
Oregon transitions to ‘Commercial Learner Permit’ A no ce of proposed rulemaking for Commercial Learners Permit Standards (CLP) was published April 9, 2008, in the Federal Register, requiring states to adopt this replacement for the Commercial Driver License Instruc on Permit (PCDL). More than eight years later, on Sept. 26, 2016, Oregon DMV has implemented the final CLP rule. The CLP project was implemented in two phases with the first phase going into effect July 8, 2015, and the second phase going into effect Sept. 26, 2016. Phase 1 included the requirement that customers show proof of ci zenship or lawful permanent residency in the U.S. or ci zenship of a COFA na on to be issued a CDL or PCDL. This meant that DMV discon nued issuance of limited-term commercial driving privileges. Phase 2 brought even more significant changes. DMV discon nued issuance of the PCDL and began
issuance of the CLP. New restric on codes were created for both the CLP and the CDL. Commercial knowledge and skills tests will now be valid for six months instead of two years. CLPs will be subject to the same disqualifica ons as CDLs, and CLP holders will be similarly ineligible for diversion. There’s also a new acronym to be on the lookout for. CDP stands for “commercial driving privileges” and refers to the CDL and the CLP. To put the length of the CLP project into perspec ve, the following
statements were true when the CLP rulemaking was first published in the federal register: • George W. Bush was the president of the US. • A gallon of gas was almost $4 (adjusted for infla on). • MySpace was the most popular social media website. • The Motorola Razor V3 was the most popular mobile phone (the original Apple iPhone was fourth). Nearly 100 different employees have been involved in the CLP project including three different project business team leads and three different business owners. This project has been lengthy and challenging, and the CDL Policy Unit would like to thank everyone for their involvement. Successful implementa on would not have been possible without everyone’s hard work and dedica on. Deborah L. Bowers Mail Transaction Section Manager
your crew or unit. • Although this newsle er’s focus is on-the-job topics, it can’t hurt to share something about yourself or your family – a hobby, for example. • Be crea ve – this list is just a handful of sugges ons. HOW TO WRITE IT UP • Be as brief as you can. • Share only things you’re comfortable with everyone knowing, including the public. If you’re unsure, ask your service group representave for DMV Employees in Mo on. • If you’re wri ng about a coworker, make sure they’re comfortable with your submission. • Include a photo of the people and/or topic – at work or a portrait.
HOW TO SUBMIT IT Please email your submissions with photos a ached to your service group representa ve: • Administrator’s Office / HR: Kathryn Ryan • Customer Services: Krista Cooper or Karon Stanek • Field Services: Susan Anderson or Brandon Cobb • Informa on Systems: David House • Program Services: Amanda Compton • Processing Services: Bryan Casey, Donita Wakefield or Tammy Porter • Service Transforma on Program: Lauren Mulligan • Not sure? Email David House
Photo courtesy Mandy Compton
Sample Commercial Learner Permit.
Submit something! Do you have something to share about yourself, your job, your coworkers? Send it to us! We’d like to see most of the content here wri en by employees themselves. WHAT TO WRITE ABOUT To get your crea vity flowing, here are just a few ideas: • Praise a coworker. • Share a great work experience. • Tell us about a problem you solved or helped solve. • Tell us how your career brought you to DMV. • Tell us what it’s like to work in
