BMV BVA Success
The Agency BMV partnered with the IOT APM program and Cisco to develop a comprehensive Business Value Assessment (BVA) that highlights opportunities for improved performance and customer service. Through this collaboration, the team evaluated current systems, identified inefficiencies, and outlined technology-driven solutions to increase reliability and streamline operations. The BVA provides a clear roadmap for modernization, ensuring smarter investments and long-term value for both agency and the citizens it serves.
Transforming Citizen Service Through Visibility and Innovation
The Indiana Bureau of Motor Vehicles (BMV) has set a new standard for government excellence through its partnership with AppDynamics and the IOT APM Program. Once challenged by reactive troubleshooting and alert fatigue, the BMV now operates with real-time visibility and proactive monitoring, ensuring seamless service for all 7.9 million Hoosiers. With a 65% reduction in MTTR, 82% fewer alerts, and 98% customer satisfaction, the BMV consistently delivers on its promise of 15-minute in-and-out service across 120 branches and digital platforms.
Josh White, Deputy Director of IT, summarized the transformation best: “One of the first things that we’re now trained to do is to go straight to AppDynamics and see what’s going on there.” This cultural shift toward data-driven operations has improved efficiency, reduced burnout, and strengthened public trust. With a five-year business value of $9.5 million and zero governor escalations, the BMV now stands as a national model for citizen-focused service and operational excellence.
