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The audit also evaluates the DMV information technology (IT) system and its impact on that customer experience. The final report incorporates the DMV’s response, notes agreement with findings, and requests a Corrective Action Plan (CAP) with milestones and target dates due within 60 days, with periodic updates every six months.",{"@graph":69,"@context":122},[70,84,105],{"@type":71,"itemListElement":72},"BreadcrumbList",[73,77,79,82],{"item":74,"name":75,"@type":76,"position":8},"https://docshare.wps.com","Home","ListItem",{"item":78,"name":9,"@type":76,"position":14},"https://docshare.wps.com/document/",{"item":80,"name":40,"@type":76,"position":81},"https://docshare.wps.com/document/research-report/",3,{"item":83,"name":65,"@type":76,"position":19},"https://docshare.wps.com/document/california-department-of-motor-vehicles-performance-audit-report-no-19-2740-032-march-2019/308807/",{"url":83,"name":65,"@type":85,"image":86,"author":91,"headline":65,"publisher":94,"fileFormat":97,"inLanguage":63,"description":67,"dateModified":98,"datePublished":99,"encodingFormat":97,"isAccessibleForFree":100,"interactionStatistic":101},"DigitalDocument",{"url":87,"@type":88,"width":89,"height":90},"https://docshare.wps.com/thumbnails/california-department-of-motor-vehicles-performance-audit-report-no-19-2740-032-march-2019/308807.png","ImageObject",300,407,{"name":92,"@type":93},"Graffin","Person",{"url":74,"name":95,"@type":96},"DocShare","Organization","application/pdf","2026-10-31","2026-09-20",true,{"@type":102,"interactionType":103,"userInteractionCount":39},"InteractionCounter",{"@type":104},"ViewAction",{"@type":106,"mainEntity":107},"FAQPage",[108,114,118],{"name":109,"@type":110,"acceptedAnswer":111},"What were the main objectives of the DMV performance audit?","Question",{"text":112,"@type":113},"To assess the efficiency and effectiveness of DMV operations and recommend improvements to enhance the field office customer experience, and to evaluate the DMV information technology (IT) system and its impact on that experience.","Answer",{"name":115,"@type":110,"acceptedAnswer":116},"How is the DMV response handled in the final report?",{"text":117,"@type":113},"DMV’s response to the report findings is incorporated into the final report, and DMV agreed with the findings.",{"name":119,"@type":110,"acceptedAnswer":120},"What is required from DMV after receiving the report, and when is it due?",{"text":121,"@type":113},"A detailed Corrective Action Plan (CAP) addressing findings and recommendations is due within 60 days from receipt of the letter, including milestones and target dates, and the CAP must be updated every six months until all planned actions are implemented.","https://schema.org",{"og:url":83,"og:type":124,"og:title":65,"og:site_name":95,"og:description":67},"article",{"robots":126,"canonical":83},"index,follow",{"doc_id":128,"site_id":62},308807,1790532219,{"code":4,"msg":5,"data":131},{"doc_id":128,"user_id":132,"nickname":92,"user_avatar":133,"doc_module":4,"category_id":39,"category_name":40,"doc_title":65,"doc_description":67,"doc_content":134,"file_id":135,"file_url":136,"file_type":137,"file_size":138,"view_count":39,"is_deleted":4,"is_public":8,"is_downloadable":8,"audit_status":8,"page_count":139,"language":140,"language_code":63,"site_id":62,"html_lang":63,"table_of_contents":141,"faqs":142,"seo_title":143,"seo_description":67,"update_tm":144,"read_time":145,"preview_page_count":4},3573418547284,"https://eur-avatar.wpscdn.com/davatar_994ba38a5ba835b3df7d355c54d3ed8d","| |\n| --- |\n| California Department of Motor Vehicles |\n| \u003Cbr>Performance Audit\u003Cbr>Report No. 19-2740-032 March 2019 |\n\nTeam Members  \nJennifer Whitaker, Program Budget Manager Cheryl L. McCormick, CPA, Assistant Chief Marilyn Standing Horse, CPA, Manager Chikako Takagi-Galamba, MBA, CPGM, Manager Vance W. Cable, Supervisor Hanzhao Meng, CPA, Supervisor Shuyan Decker, CPA, Lead  \nAnna Kyumba, CPA, Lead  \nRandy Enriquez  \nGarrett Fujitani  \nAlexandria Jiral  \nLinda Nguyen  \nNicole Prisakar  \nJared Smith  \nJedediah Thompson  \nAn Truong  \nTodd Vermillion  \nKathleen Wong  \nFinal reports are available on our website at [http://www.dof.ca.gov](http://www.dof.ca.gov).  \nYou can contact our office at:  \nCalifornia Department of Finance Office of State Audits and Evaluations  \n915 L Street, 6th Floor  \nSacramento, CA 95814  \n(916) 322-2985  \nTransmitted via e-mail  \nMarch 27 , 2019  \nMs. Keely Martin Bosler, Director California Department of Finance  \nState Capitol  \nRoom 1145 Sacramento, CA 95814  \nDear Ms. Bosler:  \nFinal Report—California Department of Motor Vehicles Performance Audit  \nThe California Department of Finance, Office of State Audits and Evaluations, has completed its audit of the California Department of Motor Vehicles (DMV) .  \nThe enclosed report is for your information and use. DMV’s response to the report findings is incorporated into this final report. DMV agreed with our findings. We appreciate their assistance and cooperation during the engagement, and willingness to improve their business practices and reduce wait times to enhance the field office customer experience. This report will be placed on our website.  \nA detailed Corrective Action Plan (CAP) addressing the findings and recommendations is due within 60 days from receipt of this letter. The CAP should include milestones and target dates to correct all deficiencies. The CAP should be sent to: [OSAEReports@dof.ca.gov](OSAEReports@dof.ca.gov. After)[. After](OSAEReports@dof.ca.gov. After) the initial CAP is submitted, it should be updated every six months thereafter, until all planned actions have been implemented. The appropriate individual or mailbox DMV has designated will receive reminders when the updates are due to Finance.  \nIf you have any questions regarding this report, please contact Marilyn Standing Horse, Manager, at (916) 322-2985.  \nSincerely,  \nOriginal signed by:  \nCheryl L. McCormick, CPA  \nAssistant Chief, Office of State Audits and Evaluations  \ncc: On following page  \ncc: Mr. Brian C. Annis, Secretary, California State Transportation Agency  \nMs. Kathleen Webb, Acting Director, California Department of Motor Vehicles  \nMr. Andrew Conway, Deputy Director, Registration Operations Division, California Department of Motor Vehicles  \nMr. Robert Crockett, Deputy Director, Administrative Services Division, California Department of Motor Vehicles  \nMr. Wesley Goo, Deputy Director, Licensing Operations Division, California Department of Motor Vehicles  \nMs. Sonia Huestis, Deputy Director, Communication Programs Division, California Department of Motor Vehicles  \nMr. Rico Rubiono, Deputy Director, Information Systems Division, California Department of Motor Vehicles  \nMs. Coleen Solomon, Deputy Director, Field Operations Division, California Department of Motor Vehicles  \nMr. Bernard Soriano, Deputy Director, Enterprise Risk Management Division, California Department of Motor Vehicles  \nMr. Brian Soublet, Chief Counsel, Legal Division, California Department of Motor Vehicles Mr. Thomas Wilson, Chief, Investigations Division, California Department of Motor Vehicles Mr. David Saika, Chief, Business Management Branch, California Department of Motor  \nVehicles  \nMs. Aida Singh, Acting Chief, Audits Branch, California Department of Motor Vehicles  \nMs. Leanna Sinibaldi, Manager, Internal Audits, California Department of Motor Vehicles, California Department of Motor Vehicles  \nTABLE OF CONTENTS  \nExecutive Summary ....................................","cbCaivC9foSzQ3fR","https://ap.wps.com/l/cbCaivC9foSzQ3fR","pdf",9220519,67,"English","# Executive Summary\n## Background, Scope, and Methodology\n# Chapter 1: Operations and the Field Office Customer Experience\n# Chapter 2: Information Technology System and its Impact on the Field Office Customer Experience\n# Appendix A: Detailed Methodologies Performed\n# Appendix B: Field Offices Visited\n# Appendix C: Summary of Recommendations\n# Appendix D: REAL ID Fast Facts\n# Appendix E: Acronyms and Definitions\n# Response","[{\"question\":\"What were the main objectives of the DMV performance audit?\",\"answer\":\"To assess the efficiency and effectiveness of DMV operations and recommend improvements to enhance the field office customer experience, and to evaluate the DMV information technology (IT) system and its impact on that experience.\"},{\"question\":\"How is the DMV response handled in the final report?\",\"answer\":\"DMV’s response to the report findings is incorporated into the final report, and DMV agreed with the findings.\"},{\"question\":\"What is required from DMV after receiving the report, and when is it due?\",\"answer\":\"A detailed Corrective Action Plan (CAP) addressing findings and recommendations is due within 60 days from receipt of the letter, including milestones and target dates, and the CAP must be updated every six months until all planned actions are implemented.\"}]","California Department of Motor Vehicles Performance Audit - Report No. 19-2740-032 - March 2019 | PDF",1789872435,169]