PURPOSE

The CSMA procedure review process involves stakeholders in the review of business procedures that are used by CSC staff to process transactions for DMV customers.

The CSMA Procedure Review Committee is comprised of reviewers from each CSC district and selected headquarters offices. The primary focus of the committee is to review new and revised DLG, VLIC and CSCOM procedures.

REVIEWER ROLE

• As a representative for all of the CSC offices in their district, reviewers review assigned DLG, VLIC and CSCOM procedures for operations clarity. To the best of their ability, they provide review input that reflects what is needed for all of the offices in their district.
• If a reviewer encounters a conflict between reviewing procedures and completing CSC work, the CSC work takes priority.
• Reviewers are encouraged to discuss any concerns that arise while serving as a committee member with their CSC Manager/District Manager.

PROCEDURE REVIEW PROCESS

1. When procedures are ready to be reviewed, an email is sent from the Strategic Management Services (SMS) Procedures Team to all reviewers.
   • The email contains the Return Date that review input is due.
   • The procedures requiring review are attached to the email as Microsoft Word documents.
   • Existing procedures sent for review will contain REVISION indicators showing where changes were made to the text. The document may also contain strike-through text and text in a different color.
   • New procedures sent for review will not contain revision indicators, strike-through text, or text in a different color.
2. Reviewers identify all questions, comments or suggestions for re-wording procedure text as part of their review process and return these as review input.
   • Reviewers may prefer to print out a paper copy of the procedure rather than review it on the PC screen.
   • Reviewers assigned specific procedure types (DLG, VLIC, CSCOM) to review by their District Manager are only required to provide review input on the procedure types they are assigned.
3. Reviewers return all review input directly to the SMS Analyst on or before the Due Date.
   

   <<<<<REVISION

   • Reviewers should reply to the original email sent
   • If the procedure revisions are acceptable reviewers may reply with "No Revisions at this time". END REVISION>>>>>
   • Reviewers must not email their review comments to everyone on the review distribution list. Return the review input ONLY to the SMS Analyst who sent the procedure email.
4. The SMS Procedures Team analyzes all review input for compliance with driver and motor vehicle laws, the Code of Virginia and DMV policy and makes only those adjustments to the procedures that are deemed most appropriate for the entire end-user audience which includes both field and headquarters users.

CSC DISTRICT MANAGEMENT RESPONSIBILITIES

District Managers, together with their CSC Managers:

• Select a maximum of 4 members to participate on the committee (see selection criteria below :)
  • Positive, enthusiastic, innovative staff member with good problem solving skills
  • In-depth knowledge of CSC operations and business functions (a subject matter expert)
  • Experience with use of current DLG, VLIC and CSCOM procedures
  • Ability to represent views of other CSC offices within district represented
  • Access to DMV email, intranet, internet
• Determine which procedure types (DLG, VLIC, CSCOM) each member will review (if applicable).
  • Reviewers will receive all procedure types for review; however, the District Manager may decide to split procedure types (DLG, VLIC, CSCOM) between reviewers.
  • If this option is selected it is managed at the district level without SMS involvement.
  • District Managers advise their reviewers of the procedure types they will review, and reviewers provide review input only on the procedure types they are assigned.
  • District Managers rotate procedure types between reviewers every 6 months or sooner to prevent burnout. District Managers can make exceptions as needed.
• Determine the period of time each member serves.
• Consider replacing reviewers every 12 to 18 months or sooner to prevent burnout. Reviewers may be selected to participate again after a few months off. District Managers can make exceptions as needed.
• Recommend enhancements to the procedure review process.
• Provide review committee member updates to: Deputy Director of Business Procedures
  Strategic Management Services
  DMV Headquarters Office
  Richmond, VA