Steve Gordon: Inside the California DMV's Transformation

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Feb 26, 2025

Steve Gordon, Director of the California DMV, formerly a Cisco Systems executive, reveals how he turned a notoriously frustrating agency into a customer-centric powerhouse. He discusses streamlining processes like eliminating knowledge tests for experienced drivers and implementing digital appointment systems. Gordon shares insights on his unexpected journey to leadership and the importance of understanding consumer needs. His philosophy of 'management by driving around' emphasizes engagement and efficiency, making public service more accessible and satisfying for everyone.

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ANECDOTE

Initial Challenges

Gordon inherited a DMV with siloed divisions, looming Real ID deadlines, and ongoing audits.
He focused on improving processes and resolving inter-divisional disputes.

INSIGHT

Process Improvement

The DMV improved efficiency by eliminating unnecessary steps, like paper-based attestations.
They transitioned to digital attestations on tablets, saving time and resources.

ANECDOTE

Management by Driving Around

Inspired by John Chambers, Gordon adopted "management by driving around".
This involved visiting field offices to understand operations and build relationships.

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