The Texas Department of Motor Vehicles (TxDMV) engaged The Azimuth Group, Inc. (AGI) to lead a Department wide organizational assessment. The results of the organizational assessment will be used by the TxDMV Board and its executive management team, in conjunction with other, separate modernization initiatives, to support transformation of the Department's organizational culture and business practices towards a more customer centric, service oriented model.

Following the Legislature's establishment of TxDMV as a separately governed, stand-alone agency in November of 2009, the Department has the opportunity to become a national leader in the delivery of motor vehicle regulatory services to citizens and its regulated industries. Upon demonstration of its capacity and capability to perform at high levels of service excellence, the Department has the opportunity to be entrusted with additional responsibilities to improve the level and quality of motor vehicle related services to Texans.

The TxDMV Board Chairman, with the support of the Board and the Executive Director, has called for an "operation and cultural paradigm shift at the TxDMV." The leadership's expectation is that the Department become the antithesis of the popular and negative stereotype of motor vehicle departments and that the leaders and staff of the Department see themselves as the servants of the citizens and industries they support.

The following excerpt from the Organizational Assessment Final Report, prepared by the Azimuth Group, Inc. (pages I-4 to I-5), outlines the objectives and main goals of the assessment:

The stated objective of the organizational assessment project, then, was to identify opportunities and make recommendations that will help to accelerate the Department’s transformation from a traditionally rigid, bureaucratic and slow‐paced operating model to one that is characterized by:

A culture of devotion to customer care and an attitude of helpfulness over control; a sense of urgency to serve over detached indifference.
Improved levels of customer satisfaction among the motoring public and the regulated industries.
Reliable mechanisms to ensure accountability for performance and results.
Effective internal communication, collaboration, and problem solving.
Confidence in the efficiency and effectiveness of the Department in the State Legislature and its various oversight committees.

Recognizing that the Department is entrusted with extensive regulatory and enforcement duties in the public interest, and that these public duties define the context within which the Department operates, the organizational assessment was designed to help the Department accomplish the following three goals for TxDMV:

Achieve operational, cultural, structural, and financial independence from TxDOT over the next two years.
Transition to an agency that can empathize with its customers and operate more like a private business.
Transition to an agency that sees itself as an enabler of economic development.

The Final Organizational Assessment Report and the August 11, 2011, public presentation to the TxDMV Board are posted below, along with the official transcript of the presentation.

At a public meeting on August 19, 2011, the TxDMV Board unanimously adopted the Final Organizational Assessment Report.