Rapid Deployment Meets Resident Demand
January 04, 2024 by Rhiannon Barber
When the Nebraska state Legislature announced that effective January 1, 2024, Nebraskans would be required to submit proof of motorcycle course completion to waive the helmet requirement, the Nebraska Department of Motor Vehicles (DMV) knew it meant an influx of work.
“We were very concerned about having the proper staffing to deal with the expected glut of submissions from drivers trying to waiver the Motorcycle Helmet Law requirement," said Matt Coatney, Driver Licensing Administrator for the Nebraska DMV.
With the provision going into effect in a few short months, the DMV needed a quickly deployable and cost-effective solution for managing the anticipated workload and serving motorists efficiently. "At Tyler, we specialize in crafting modern digital government solutions that deliver tangible value,” said Tanner Hughes, Tyler Nebraska general manager. “When the DMV initially proposed paper processes to adhere to the new legislation, we recognized an opportunity to streamline their operations with our Engagement Builder platform. We were privileged to implement a solution that swiftly enhances the public experience through a seamless customer journey and empowers our DMV partners with a simplified, efficient process that saves taxpayer dollars."
Simplifying Online Government
In partnership with Tyler’s Nebraska statewide digital solutions team, the Nebraska DMV leveraged Tyler’s Engagement Builder solution to build and deploy a platform that would meet this urgent demand. As a no-code, customizable solution, Engagement Builder makes it easy for agencies to create and deploy custom online services, putting the power of digital government back in government hands. In Nebraska's case, this meant creating a digital space where Nebraska motorcyclists could securely submit a scanned copy of their basic motorcycle safety course instead of waiting in line at their local DMV. This would not only improve the citizen experience but also reduce foot traffic for in-person services.
"The DMV is excited to give our residents a quick and convenient mechanism to provide proof of motorcycle course completion," said DMV Director Rhonda Lahm. "Customer convenience is a high priority at the DMV, and this adds to the more than 30 online services the DMV offers to Nebraskans."
Increasing Efficiency
The ability to quickly create digital self-service opportunities to meet the anticipated demand meant that the Nebraska DVM was able to rapidly adapt to the changing policy landscape without increasing costs or hiring additional staff. "This solution is a very efficient process that eliminates the need for clunky group e-mail inboxes, manual processing of paper and laborious scanning of submitted documents to digital document storage. It also is very user-friendly for our external customers," Coatney said.
The easy-to-use platform not only increases efficiencies for DMV personnel but also provides for smooth government-resident engagement in the future. Once the DMV approves an applicant's submission, the waiver status is appended to the motorist’s driving record, making that data available to roadside law enforcement. This means that agencies can share information in a way that centers the citizen while fostering seamless processes for all stakeholders involved.
Fostering Adaptability, Now and in the Future
The benefits that Engagement Builder produces over legacy paper processes are many and significant, and while this is Nebraska's first Engagement Builder release, the state already has 112 more currently in development. Because Tyler's Engagement Builder prioritizes ease of use, flexibility, and quick deployability, it will allow the Nebraska DMV to easily grow and adapt its online services as needed over time. "Overall, it's a win-win on all counts," Coatney said.