A citizen-centred service at the Department of Motor Traffic (DMT)
At the request and recommendation of the Ministry of Higher Education, Technology and Innovation, and the approval of the Ministry of Transport Services Management, Citra Lab has supported the Department of Motor Traffic’s (DMT) transformation into a more citizen-centric and digital department.
Citra Lab was initially requested to analyse the prevailing issues and re-engineer the service delivery lines for issuing and renewing driving licenses at the Werahera service centre, the largest service centre of the Department. The Lab was tasked with making the process of obtaining or renewing a driving license through the DMT Werahera service centre an efficient and painless process for the public.
The first step was to map out the current process and identify existing pain points for citizens and department officials alike. The Citra team utilized a user journey map of the existing process to design a feedback survey on the quality and efficiency of the services provided at the centre. The team surveyed 200 citizens at the Werahera service centre. The insights of the survey highlighted which points of the process should be re-engineered to provide a more efficient service. The team also conducted structured interviews with staff and service providers at various levels of the DMT and carried out field observation visits in order to build a comprehensive picture of the processes and service points of the DMT. These insights, together with feedback from the survey, contributed towards designing effective solutions for the Werahera service centre.
Recommended solutions included introducing a revamped digital process for issuing and renewing driving licenses, with the proposed system featuring a synchronized queue management system, an inter-connected information retrieval system, an information management system, an authorization management system, a financial transaction management system and an island-wide online application submission system. Apart from this digital system, the report also recommended improvements to the centre’s infrastructure, signage and communication mechanisms, among others. These recommendations are currently being implemented at the Werahara center.
Following the positive impact of Citra’s support at the Werahara service center, the DMT requested the Lab to provide technical support in developing the 2021 – 2025 strategic roadmap for DMT. The team facilitated design thinking sessions for core DMT staff and technical officers representing district offices along with a public survey to gather insights from the general public. An institutional survey was also disseminated for other stakeholder institutions to gather information on the difficulties they face while working with DMT and to identify ways forward. The finalized transformational roadmap for the next 5 years of the DMT will be handed over to the President, H.E Gotabaya Rajapaksa in January 2021.
In addition to the above, the team is also supporting the DMT in obtaining ISO 9001: 2015 standardization for the department’s processes, re-engineering the business process of obtaining driving licenses across the DMT, developing an office management system, providing technical support to enhance the department’s website and setting up and maintaining a social media presence for the DMT.
Once the 5 year roadmap has been finalized Citra will assist the DMT in designing and implementing the suggested solutions.
“We are thankful for Citra Lab’s contribution in providing recommendations in developing citizen-centred services at the DMT. Your further support in developing a strategic road map, as well as your initiatives to conduct systemic studies to understand the available resources and readiness of the department to become more digital, has been of utmost importance to DMT in its path to becoming a topmost service provider in the government sector in Sri Lanka.”
– Mr. Sumith Alahakoon, Commissioner General of Motor Traffic