2024 Winners

International and Region 4

Alberta Transportation and Economic Corridors

Robotics Process Automation - Ignition Interlock Program BOT

The Government of Alberta’s ignition interlock program (IIP) uses in-vehicle breathalyzer technology to monitor drivers who have been issued an impaired driving suspension. Participants must use this breathalyzer each time they attempt to start their vehicle, and their blood alcohol content is evaluated and logged. If the reading lies beyond a prescribed limit, the interlock device will prevent the vehicle from starting. The IIP allows infringing drivers to remain mobile for treatment, employment, and to care for family while improving road safety. By separating drinking alcohol from driving, the IIP is a critical educational tool that prevents recidivism while helping protect the motoring public of Alberta. Until late 2020, Alberta’s IIP team processed approximately 3,200 ignition interlock applications per year. However, after Alberta revised the Traffic Safety Act and implemented immediate roadside sanctions for impaired driving, the team was overwhelmed with a 56% increase in applications. The team now faced over 5,400 program applications each year, with each requiring an average of 25 minutes of staff processing time. Application reviews became the most time-consuming IIP team activity, leading to an average review time of 45 days. To mitigate this work volume, the Provincial Government evaluated technical solutions, and the IIP application review process was identified as a candidate for Robotic Process Automation (RPA). RPA uses artificial intelligence to reproduce human actions with speed and accuracy. For the IIP, a software bot was developed to read scanned paper forms, gather information from the motor vehicle database, perform complex calculations and update a client relationship management system, all without human intervention. Since its deployment, the IIP-bot has successfully automated 90% of IIP application reviews. The bot eliminates the need to hire additional staff, freeing existing employees to focus on monitoring IIP program participants and resulting in improved traffic safety in Alberta. On February 27, 2023, the IIP project team was recognized with the Minister's Award for Transportation Innovation. On September 12, 2023, the IIP Bot project was presented with the Premier's Public Service Award, the highest award in the Alberta Public Service.

Region 1

Rhode Island Division of Motor Vehicles

Innovative Automation: Utilizing UiPath with RIMS

The adoption of RIMS Automation through UiPath marks a transformative shift in service accessibility and quality enhancement. Utilizing Robotic Process Automation (RPA) technology, RIMS has successfully automated various business processes, resulting in increased operational efficiency and a significant reduction in manual workloads. A prime example of the tangible benefits of RIMS Automation with UiPath is the optimization of out-of-state convictions handling. Previously, a challenging backlog of paper-based convictions for Rhode Island drivers presented a substantial obstacle, exacerbated by insufficient human resources. This led to incomplete driving records and delayed identification of habitual offenders, compromising road safety. The integration of unattended bots developed through UiPath has revolutionized this process. Advanced document processing capabilities enable the seamless processing of scanned images of out-of-state convictions. The bots efficiently add conviction and driver information to a queue, processed through a meticulously designed Robotic Enterprise Framework workflow. This strategic automation initiative has significantly reduced or eliminated the backlog, saving approximately 350 manual hours to date. Beyond efficiency gains, this automation ensures comprehensive driving records, greatly enhancing the service experience. The success of RIMS Automation with UiPath serves as a beacon for further innovation, showcasing the agency's adept use of RPA technology to elevate service delivery.

Region 2

Texas Department of Motor Vehicles

Consumer Relations Automation Project

The Texas Department of Motor Vehicles is dedicated to continuous improvement in finding ways to provide exceptional customer service. This has led to substantial enhancements to manage a higher customer demand by email and phone due to the large population increase in the last few years. This achievement was made possible through the successful development and execution of the Consumer Relations Automation Project. Leveraging data analytics, the project tailored automatic email responses to customer queries, expanded paths to reset passwords needed to utilize department systems, and centralized self-service options through an online portal. Operating with modest funding of $91,000, the project not only revolutionized our service offerings but also demonstrated an immediate return on investment, totaling $93,200. Automated email responses significantly improved customer service, decreasing email response time from five business days to fifteen seconds, by providing instant replies to common customer inquiries. In just over eight months of operation, this implementation has resulted in a 67% reduction in typical customer response time, 165 days in total time savings and cost reductions of approximately $40,000. Additionally, these benefits have allowed one staff position to be completely repurposed, a number expected to increase over time. With its resounding success, this project serves as a testament to Texas’ commitment to excellence in public service and dedication to continually elevating the standards of customer satisfaction in the State of Texas.

Region 3

Indiana Bureau of Motor Vehicles

Project Junk Mail

The Indiana Bureau of Motor Vehicles (BMV) identified an opportunity to streamline communications related to renewal reminders for vehicles and watercraft as its customers’ transaction behavior has shifted out of branches. In February 2023, the team kicked off “Project Junk Mail” with the goal to complete a pilot to permanently change how the BMV notifies customers of upcoming registration renewals for vehicles and watercraft. Currently, approximately three-fourths of BMV customers opt in for a mailed, “preprint” reminder, which is over 5.5M annually. The project has three objectives: reduce postage costs for the agency and align reminder practice to information needed to utilize out of branch mediums; increase turn-around time for generating the preprint files by reducing the amount of data present in the files; and influence customers to change their notification preference from regular mail to email or text messages. The pilot launched with all customers who are opted in for U.S. Mail and who renewed in a branch, on a kiosk, online, or through a partner provider receiving a post card instead of a preprint. The marketing plan included the following: launched a marketing campaign 2 months prior to the first postcard hitting mailboxes, including website presence and social media messaging on Facebook, Twitter/X, and Instagram ;developed a script for contact center associates; implemented an IVR message alerting customers to the change; provided an escalation guide for all lines of business; created an internal survey for branch associates to capture customer feedback at the point of processing; and launched a customer survey on public website to capture feedback. The cost savings for this pilot are significant as postage costs for the postcard represent a 32% savings versus the average preprint.