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State Awards $12.7M Contract for Centralized Customer Management System at DMV

The centralized system will be web-enabled and provide enhanced reporting capabilities and tracking designed to reduce customer wait times, according to the Department of Technology.

Qmatic Corp. this month was awarded a $12.7 million contract to implement a new customer management and appointment system at the California DMV, according to state officials.

The competitive procurement for a new Centralized Customer Flow Management and Appointment System (CCFMAS) was started in 2014.

The system will replace two of the DMV’s systems. The Qmatic queue flow system was implemented in 1999 and is in use at most of the DMV’s field offices. It features a ticketing system, scrolling message boards and TV monitors for managing customer office visits. A separate in-house customized system handles scheduling of customer appointments online or by phone. Both systems are nearing end of life and can be consolidated, according to the DMV.

"The appointment system operates independently from the queue system. There is an opportunity to better manage customer work flow through electronic appointment management and virtual queuing," the 2014 bid document says.

The centralized system will be web-enabled and provide enhanced reporting capabilities and tracking designed to reduce customer wait times, according to the Department of Technology.

Matt Williams was Managing Editor of Techwire from June 2014 through May 2017.