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Summary.
California’s department of motor vehicles was a mess back in 2019. The state’s then-new governor, Gavin Newsom, described customers as “outraged” by their DMV experiences. It could take several hours to complete simple tasks like renewing a driver’s license. Ancient IT systems meant many transactions that could have been automated were dismal, in-person ordeals. Silos and mistrust within the department undermined collaboration and change. And frontline employees were demoralized and distressed.