Case Study: Nevada Department of Motor Vehicles achieves faster, more seamless customer service with Slalom

Modernizing services for a seamless customer experience

Nevada Department of Motor Vehicles partnered with Slalom to modernize services and improve the customer experience. The DMV was dealing with backlogs, long processing times, and heavy call center demand, which created frustration for both customers and employees. Slalom helped the agency introduce digital tools, including a multilingual chatbot and a Salesforce-based platform.

Slalom implemented solutions that eliminated the email backlog, reduced staff overtime, and gave customers a faster self-service option. It also cut new dealer title processing from 40 days to 14 days and launched Rapid Registration, which saw 10% adoption in its first week and more than 1,200 account creations in two pilot locations. Additional portals and workflow automation further streamlined complaints, ID theft submissions, and case tracking.

Nevada Department of Motor Vehicles

Molly Lennon

Administrator