DMV
Case Study
Purpose
of this Assignment
Purpose of this Assignment
This assignment gives you the opportunity to apply your critical thinking skills and understanding of the course concepts to explain how the enterprise architecture (EA) and/or the EA program benefits an organization. This assignment specifically addresses the following course outcomes:
·
describe enterprise architecture (EA), the
appropriate application of EA frameworks, and an overall ongoing EA program
·
analyze and examine how enterprise architecture
and enterprise systems influence, support, and enable an organization's ability
to contribute to strategic decision making and to respond and adapt to the
business environment
·
apply EA concepts to support business
requirements and identify opportunities for enterprise solutions
(The information below is excerpted
from the Virginia Department of Motor Vehicles’ RFP 154:7-061, DMV CSI
Systems Redesign Project, available from http://www.dmv.state.va.us/csi/pdf/rfp.pdf. Corresponding page numbers from the RFP are given in
parentheses at the end of each lettered section heading.)
A. DMV Organizational Overview (p.
2)
The Department of Motor Vehicles
(DMV) is a governmental agency in the Executive Branch of Virginia state
government. Under the direction of the Secretary of Transportation, DMV
administers motor vehicle and tax related laws for the continued benefit of all
citizens of the Commonwealth of Virginia. Specifically, DMV administers motor
vehicle titling and licensing laws, driver’s licensing laws, transportation
safety laws, tax laws, and other motor vehicle-related laws and regulations as
directed by the Code of Virginia and Federal laws, as amended.
DMV employs nearly 2000 full and
part-time employees to meet its daily mission of providing transportation
services to customers in Virginia. These employees provide services via one
centralized administrative Headquarters located in Richmond, Virginia as well
as 74 Customer Service Centers (CSC’s) and 13 Motor Carrier Service
Centers/Weigh Stations (MCSC’s) dispersed throughout the state. In addition,
some services are provided at more than 40 DMV Select offices located
throughout the state. DMV Selects are a service alternative to visiting a
full-service DMV Customer Service Center. Local governments and private
entities contract with DMV to provide secure, select DMV transactions at
convenient locations.
DMV provides a multitude of services
to private citizens, transportation entities, courts, law enforcement agencies,
government agencies, insurance companies, and related transportation clients.
The most commonly provided DMV services include:
·
Credentialing – This includes the
provision of driver testing and licensing, vehicle titling and registration,
credentialing of commercial motor carriers, and regulatory licensing functions
such as fuel distributors, rental car companies, dealers, commercial driver
training schools, driver improvement clinics, and 3rd party testers.
·
Tax processing – This includes
support for the calculation, collection, accounting, and reporting statistics
for all tax filings (including IFTA, tax on fuel, and tax on motor vehicle
rentals) as well as support for an external/taxpayer audit function.
·
Oversight of related programs such
as transportation safety and information management
Due to the nature of DMV business
processes, the type of work performed by the agency requires substantial use of
automated systems. It is imperative that the agency operate its programs and
facilities in an efficient manner, incorporating into its operation those
technological developments and automated solutions that will enhance the
delivery of services to DMV's various transportation clients.
B. The Opportunity (p. 1, pp. 2-3)
DMV has decided to undertake a
systems redesign they are calling CSI:
·
Customer-centric
·
Service Oriented
·
State-of-the-art
·
Secure
·
Intelligent
·
…..CSI
The DMV CSI Systems Redesign project
focuses on the fragmented processing of DMV’s core business areas of
credentialing, tax processing, and financial management. The purpose of the CSI
effort is to transform these fragmented and outdated systems into one
modernized system that is responsive to the ever-changing needs relating to
internal security, homeland security, legislative mandates, and customer
relationship management.
As we move forward with this
endeavor, DMV has a unique opportunity to revolutionize the agency’s approach
to fulfilling its mission, carrying out core functions, and delivering service.
DMV intends to fully integrate processing while incorporating and leveraging
the full functionality and benefits of proposed technology solutions as well as
the technology already in place.
The scope of the DMV CSI Systems
Redesign project is based on utilizing a fully integrated system to serve and
manage our customers, our contractual business partners, and our stakeholders.
The scope includes, but is not limited to credentialing, tax processing, and
financial management.
The CSI Redesign consists of the
following components:
·
User interfaces for Headquarters,
Weigh Station, and Customer Service Center staff, DMV Selects, Internet,
Touchtone, cyber sites, and selected business partners (online dealers,
Commissioners of the Revenue, insurance companies, motor carrier companies,
etc.)
·
Core business services
·
Infrastructure services to manage
access rights, perform audit and system logging functions, a business rules
engine, a message broker to facilitate communication between components and
with external system interfaces, transaction suspense capability, and a
correspondence module.
·
Data stores, business intelligence
to provide regular and ad hoc management reports, audit reports and fraud
alerts, and other applications, and
·
Interfaces to other systems, such as
DMV’s Purchasing, Inventory, and Payables System (PIPS), Department of Accounts
(DOA), Treasury, Unified Carrier Register (UCR) repository, Centralized
Accident Processing System (CAP), Traffic Records Electronic Data System
(TREDS) which will replace CAP, Hauling Permits, Virginia Criminal Information
Network (VCIN), DMV’s Human Resource system, etc.
C. The Current Environment (pp. 6-7)
- Overview of Existing Customer Service Center (CSC)
Environment
Each CSC
has the capability to house its own hardware and software supporting the
citizens of the Commonwealth utilizing server virtualization and operating
system streaming to reduce the support costs associated with distributed
systems.
The main
technologies utilized are based on Ardence Desktop Edition (www.ardence.com) to stream the Windows operating system to the desktops.
VMWare ESX server is utilized to host virtual Windows 2003 based servers.
DMV CSCs
are connected to the DMV HQ via T1 speed circuits. The HQ WAN connections are
enhanced by the use of F5 WANjet appliances. DMV CSC’s also have frame relay
circuits connecting them to the Virginia Information Technologies Agency (VITA)
data center for SNA Mainframe traffic only.
All
servers in each branch must support being virtual servers. This allows DMV to
centrally manage and deploy servers without having to procure or replace server
hardware as systems are introduced, upgraded, or replaced. Servers can be
deployed from the central DMV support system utilizing the existing DMV Virtual
Server Farm. DMV has a pair of HP Proliant DL360s fiber connected to an HP
MSA1000 SAN for Virtual Machines. All connections to the SAN are through the
DL360s and Virtual Servers. The current storage capacity of the MSA1000 is
approx 1TB of storage. Disk space can be provided via Windows 2003 Virtual
Servers.
All
workstations have the operating system streamed (OSS) via Ardence Desktop
Edition. This allows DMV to centrally manage and update one system image for
all machines at the DMV CSCs. The internal hard disk on each workstation has
been deactivated as the operating system is streamed but can be enabled if
necessary. Also, Ardence Desktop Edition provides a full Windows XP Pro
Operating system, not an XP embedded or thin client OS. This allows any device
with the proper drivers installed in the master image to work on the DMV OSS
Workstations. DMV has deployed HP dc7600 slim line PC’s for the OSS
Workstations.
User
authentication, authorization, file and print, and group policies are provided
locally at each CSC via Virtual Windows 2003 Servers.
Each CSC
presently has its own software to support the citizens of the Commonwealth for
driver licensing and vehicle registration utilizing CSCNet (Customer Service
Center Network) written in the Software AG language Natural, in a Unix
environment.
- Overview of Existing DMV HQ Computing Environment
At its
Headquarters location, DMV operates a Novell v6.5 LAN.
Customer
Service Center PC’s connect to the HQ LAN via the WAN. DMV PC’s operate in
either a Windows 2000 or XP Pro SP2 environment.
Novell
GroupWise v7.x is used for e-mail. Netware for SAA is used for 3270 emulation
with the use of Powerterm to access CSS.
- Overview of Existing Citizen Services System (CSS)
The CSS
System is a mainframe application system running in the OS/390 environment at
VITA. DMV’s application programs are built using the Software AG products
ADABAS, Natural, and COMPLETE. CSS is DMV’s primary information system that is
used for storing information on customers, their addresses, their driver
history, vehicle registration and titling information, etc.
This
system is accessed from the CSCs via a private Frame-Relay network, and from
the DMV Headquarters location via a private DS3 serial connection. CSS is also
accessible via the EAI layer described below via XML web services.
- Overview of Current DMV Enterprise Application
Infrastructure (EAI)
DMV’s
current EAI is a service-based architecture utilizing a variety of techniques.
The preferred mechanism to interact to DMV’s EAI is via web services. DMV
provides high-availability services to the mainframe, databases, and a variety
of other DMV systems.
Presently
DMV utilizes Windows based servers as Presentation, Business Logic, and Data
Access servers. DMV Servers are secured based on current industry standards
provided by the NSA, SANS Institute, etc, as well as those published by VITA.
Servers are designed with standardization across all machines. DMV utilizes
both physical and virtual servers (VMWare ESX Server) based on need and
activity.
Document
and image management, storage, retrieval, and workflow services are provided by
Hyland Systems OnBase application.
DMV’s
present enterprise database platform consists of a high-availability Oracle 10g
RAC 2 node cluster and a SQL Server 2005 failover cluster both utilizing fibre
channel storage.
The DMV
Enterprise Application Infrastructure (DMV-EAI) is designed with security and
standardization as the core set of principles required to provide maximum
uptime to applications and customers.
DMV’s
present development environment for enterprise applications is based on the
Microsoft .NET development platform (VB.NET and C#).
- Overview of Other Outlets
DMV has
several outlets that utilize a combination of technologies defined above. These
outlets and systems provide core services to internal and external customers of
DMV. They are highlighted below and are not all-inclusive of all outlets, yet
provide the necessary sampling of technology implementation for reference
purposes:
DMV
Select: DMV Select allows selected
business partners to provide core DMV services to the citizens of the
Commonwealth. They utilize a smart client application to perform vehicle
related transaction processing. Select offices utilize the public Internet over
a secure channel to access the core services available on CSS. The access is
provided by the EAI listed above to interact with CSS.
MCSC
(Motor Carrier Service Center):
The MCSC offices utilize a variety of applications to perform their daily
activities. They have access to CSCNet as well as several intranet applications
that interact with CSS via the EAI listed above. They utilize a combination of
smart client, intranet web applications and Powerterm to access CSS via a 3270
client.
3rd
Party Systems: DMV has several 3rd
Party hosted systems that support various business functions. Examples include
ACS, Digimarc, etc. These systems utilize various technology sets and platforms
that interact with the core platforms identified above.
D. CSI Redesign Objectives (pp. 8-9)
- Providing improved access to information through single
sign-on and limiting access to data, fields and values, screens, system
processes to only authorized users, improving user authentication,
segmenting and tracking access based on user roles and responsibilities
(role-based security model capabilities), and creating a new ability for
users to generate ad hoc reports.
- Enhancing security, customer ID verification, and fraud
prevention by eliminating duplicate customer records and creating a true
single customer record, tracking patterns of suspicious activity (customer
and employee), producing automated exception reports and creating systems
alerts to potential safety, security, and risk management issues, and
restricting access based on user roles and responsibilities and
accommodating multiple authentications based on segregation of duties.
- Automating audit requirements and oversight by tracking
user activity in a standard manner and creating a single data store.
- Consolidating disparate applications by replacing
multiple systems with a single integrated data store, integrating multiple
applications through core modules (such as user interfaces, core business
services, infrastructure related services, interfaces, etc.), and
providing a financial services component, as well as a tax processing
component, with enhanced tracking and netting capabilities.
- Improving efficiencies by incorporating best practices
and re-engineering all processes within the project scope (at a detailed
level as part of developing a detailed system design during the detailed
design forum).
- Implementing a customer-centric model that effectively
supports customer relationship management.
- Increasing alternative service channel usage by
allowing most transactions to be offered through multiple channels.
- Migrating toward electronic credentials to provide the
type of controlled access needed for authorized entities to verify the
existence of electronic credentials, including photographic or other
images as may be required.
- Accommodating interoperability and integration with
business partners by providing a consistent method to interface with
business partners and a consistent message format for exchanging data as
well as creating the ability to effectively manage business partner
contracts and billing electronically.
- Providing an integrated financial component, including
integration of the agency’s ERP (Oracle Financials), to facilitate a
complete financial view of the customer (refunds due, additional fees due,
etc.) as well as an enhanced ability to allocate revenues to appropriate
accounts.
E. Future State Business Process
Model (pp. 14-18)
Each of the seven process areas
identified in the CSI Future State Business Process Model are described below,
including the business functions supported by each as well as the
products/services provided. Please note that these processes and business
functions are not listed in priority order.
- Service Delivery
Service
delivery supports all DMV access channels to provide a 360-degree view of a DMV
customer by collecting all relevant data. All customer (including business
partners, stakeholders, etc.) and employee contact and activity must enter and
exit through this process. Service Delivery will coordinate all support
functions of the contact activity including the ability to support a shopping
cart concept for multiple transactions, payment processing and netting,
inventory processing, and release of the final product.
- Credentialing
The
credentialing process rolls the credentialing functions of driver, vehicle,
motor carrier, and regulatory licensing functions such as fuel distributors,
rental car companies, dealers, commercial driver training schools, driver
improvement clinics, and 3rd party testers into one, all inclusive process. A
credential can be issued, updated, or renewed, a privilege reinstated or taken
away, and compliance to requirements is monitored. A credential would also
include the creation of PINs, Use Agreements, and any other DMV product or
service requiring formal authorization or approval.
- Tax Processing
Tax
Processing manages the processing of tax returns and posting the tax payment as
well as taxpayer audit support functions.
- Financial Management Services
Financial
Management Services handles reconciliation and distribution of revenue of all
payments from DMV transactions as well as grant and contract administration.
- Inventory Management
Inventory
Management tracks the consignment of controlled inventory and assets.
- Business Intelligence
Business
Intelligence will provide the ability for retrieving and reporting information
on DMV data. There will be the ability to compile data in such a manner that
will be meaningful to the end user (including decision makers at DMV, external
entities, etc.). This will include key performance indicators such as customer
wait time and cost per transaction. Once the data is presented, there will be a
decision support tool to assist DMV managers so that various alternatives can
be compared. BI will also support automated and ad hoc reports (e.g., enabled
by Use Agreements) and assist in identifying fraud through periodic audits.
- Administer Infrastructure
Administer
Infrastructure will give DMV the necessary flexibility for business users to be
able to change their workflow and business rules as needed. Additionally, DMV
staff with the appropriate roles and permissions will be able to control system
credentials, access, and data management roles such as PINs and Service
Agreements. This module also supports the call center help desk and mail
processing.
Enterprise Architecture Justification Paper
Assignment
Using the DMV case study provided, determine how an EA could be used to help the DMV accomplish the objectives stated explicitly and implicitly in the case study. The organization discussed in the case study has many issues with its current environment and many changes that it wants to make. It has not established an EA program yet. The purpose of your paper is to briefly explain what an EA program is, and then justify a recommendation to establish an EA program for the organization.You should provide at least four specific examples from the case study to show how an EA program could be of benefit and you should provide at least two examples of how EA specifically benefitted another organization in solving problems similar to ones in the case study. Your paper will be graded on both the accuracy and the strength of your justifications; it needs to make a strong and compelling case for establishing an EA program for the DMV.
Your paper should be 2-3 pages in length (not counting any cover sheet or reference pages). The use of at least two external scholarly resources (other than class materials) is required. You should use scholarly journals (rather than Wikipedia and authorless website postings). If you need assistance with determining what a scholarly journal is, the UMUC library is a very good source of information, accessed via the following link: http://www.umuc.edu/library/libhow/articles.cfm. Remember to correctly cite and reference all sources using APA format.
Submit your paper in Word format via your Assignments Folder as an attached document with your last name included in the filename.
Grading Rubric
Use the rubric below to be sure you have covered all aspects of this assignment.|
Attribute
|
Full Points
|
Partial
Points
|
No Points
|
Possible
Points
|
Points Earned
|
|
Introduction
|
A sophisticated introduction sets the stage for the paper.
|
The introduction adequately sets the stage for the paper.
|
No introduction included.
|
5
|
|
|
Explanation of Enterprise Architecture Program
|
Explanation is brief but clear; is complete enough to set
the stage for the paper; and demonstrates a sophisticated understanding of
course concepts.
|
Explanation is somewhat clear or complete, and/or
demonstrates an adequate understanding of course concepts.
|
Explanation is not included.
|
15
|
|
|
Justification for EA Program
|
The justification is clear, compelling and directly
related to the case study. It demonstrates a sophisticated understanding of
course concepts, analysis, critical thinking, and synthesis.
|
Justification may be somewhat clear and compelling, or may
be somewhat related to the case study; it may demonstrate adequate
understanding of course concepts, analysis, critical thinking, and/or
synthesis.
|
Justification is missing.
|
25
|
|
|
Benefits
|
More than four benefits of an EA program are identified
and related directly to the case study, demonstrating sophisticated critical
thinking and writing.
|
Four or fewer benefits of an EA program may be identified;
and/or may be somewhat related to the case study; and/or may demonstrate
adequate critical thinking.
|
No benefits identified.
|
20
|
|
|
Examples from Other Organizations
|
More than two examples of benefits of EA from other
organizations are identified and related to the case study; demonstrates
sophisticated analysis and critical thinking.
|
Two or fewer examples of benefits of EA from other
organizations may be presented and/or may be somewhat related to the case
study; and/or may demonstrate adequate analysis and critical thinking.
|
No examples from other organizations are presented.
|
10
|
|
|
External Research
|
More than two scholarly sources other than the class
resources are incorporated and used effectively, contextualized,
appropriately researched and supported, and synthesized with original
arguments. Sources used are credible, relevant, and timely.
|
Two or fewer sources other than the class resources may be
used; may or may not be properly incorporated or used to support arguments;
may rely too heavily on the reporting of external sources, and/or are not
effective or appropriate; and/or are not credible, relevant, or timely.
|
No external research incorporated.
|
10
|
|
|
Conclusion
|
A sophisticated conclusion appropriately summarizes and
concludes the justification.
|
The conclusion may be adequate or may only somewhat
appropriately summarize and conclude the justification.
|
No conclusion is provided.
|
5
|
|
|
Format
|
Paper reflects effective organization and sophisticated
writing; correct structure, grammar, and spelling; presented in a
professional format; references are appropriately incorporated and cited
using APA style.
|
Paper is somewhat well organized, and/or contains
grammatical and/or spelling errors; and/or is somewhat professionally
presented; and/or does not follow APA style for references and citations.
|
Paper is extremely poorly written and does not convey the
information.
|
10
|
|
|
|
|
|
TOTAL Points
|
100
|
|
|
|
|
100 points = 10% of final course grade
|
Points Recorded
(total points × .10) |
100
|
|
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