The Shadow
RICHMOND, Va. (VR)— The Virginia Department of Motor Vehicles (DMV) has received international recognition, winning first place for Best Strategic Business Transformation Program at the 2026 Business Transformation World Summit.
Over the past two years, DMV’s focus on bringing its technology into the 21st century has included launching artificial intelligence pilot programs and expanding mobile and digital services, as well as investing in its workforce. Together, these changes have resulted in $15 million in savings, a cut in customer wait times from 40 to 15 minutes, achieving a record low of 5.9 minutes in October 2025, an 8% reduction in employee turnover from Fiscal Year 24 to Fiscal Year 25, and strong customer satisfaction ratings statewide.
“This is a significant honor for DMV,” said DMV Commissioner Gerald Lackey. “This reflects the sustained, people-centered transformation our team has driven together to make everyday interactions with DMV easier and more efficient for Virginians, while staying true to our vision of always driving forward.”
DMV competed against major multinational organizations from around the world for this global recognition, which honors organizations that demonstrate excellence in operational performance and meaningful, measurable change.
This transformation supports DMV’s mission to safeguard lives, secure identities, serve the motoring public, and support industry partners, proving a 100-year-old organization can boldly drive into the future.
