I don’t live in Kansas but I live close enough to Kansas to read and hear about their Department of Motor Vehicle replacement system project problems. From my perspective, the problems they encountered are not unique to Kansas. It’s just that their system go-live is recent enough and disastrous enough to make headlines. Does this sound familiar to you?
- A 3 year project funded with $40M from the state and a $4.00 computer modernization fee.
- Sold to the public by creating this expectation: “Our ultimate goal is improved customer service and efficiency.” The new system was to “improve how services are delivered to drivers and vehicle owners throughout Kansas.”
- A fixed-cost contract with the option to assess penalties on the vendor for delays.
- Extensive customization of the selected vendor’s software.
- Nearly a one year delay in the system rollout.
- One month before go-live, the Director of Vehicles wrote “With a little bit of planning the upgrade will not be a major problem for Kansas”.
- Went live on May 7, 2012.