1 Improve customer service via a customer centric database that links Quality Metrics vehicles to drivers. 2 Adopt Best Practice DMV processes. Quality Metrics 3 Increase the % of transactions performed via virtual channels by 20% Quality Metrics within three months of production go-live for each of the Driver and Vehicle releases. 4 Have system available 24x7x365 to all virtual channels with a 99.9% Quality Metrics availability. 5 Maintain a Schedule Performance Index (SPI) of 1 throughout the project Quality Metrics 6 Maintain a Cost Performance Index (CPI) of 1 throughout the project Quality Metrics 7 No deliverable loops through a customer review more than three times, Quality Metrics without escalation and solution of issues related to that deliverable. 8 Elimination of the risk of catastrophic failure, based on the current system Quality Metrics being beyond useful life and potentially one upgrade away from failure. Much more efficient use of resources--development resources, data entry 9 Quality Metrics resources, internal back office resources. Dramatically improved financial accountability and reduction of financial 10 Quality Metrics risk Dramatically improved process management and partner accountability 11 Quality Metrics 4.0 Given a November 2013 start date, all Driver transactions, financial functions, all web services for external customer transactions, all interfaces, and Customer and Accounts to support Field Offices, public customers and MVD partners; will be delivered May 2015. Vehicle transactions and all associated web services, and interfaces will be delivered June 30, 2016.
Quality Metrics 1 Improve customer service via a customer centric database that links vehicles to drivers. Quality Metrics 2 Adopt Best Practice DMV processes. Quality Metrics 3 Increase the % of transactions performed via virtual channels by 20% within three months of production go-live for each of the Driver and Vehicle releases. Quality Metrics 4 Have system available 24x7x365 to all virtual channels with a 99.9% availability. Quality Metrics 5 Maintain a Schedule Performance Index (SPI) of 1 throughout the project Quality Metrics 6 Maintain a Cost Performance Index (CPI) of 1 throughout the project Quality Metrics 7 No deliverable loops through a customer review more than three times, without escalation and solution of issues related to that deliverable. Quality Metrics 8 Elimination of the risk of catastrophic failure, based on the current system being beyond useful life and potentially one upgrade away from failure. Quality Metrics 9 Much more efficient use of resources--development resources, data entry resources, internal back office resources. Quality Metrics 10 Dramatically improved financial accountability and reduction of financial risk Quality Metrics 11 Dramatically improved process management and partner accountability 4.0 Given a November 2013 start date, all Driver transactions, financial functions, all web services for external customer transactions, all interfaces, and Customer and Accounts to support Field Offices, public customers and MVD partners; will be delivered May 2015. Vehicle transactions and all associated web services, and interfaces will be delivered June 30, 2016.