Continuous Improvement at WisDOT

MAPSS Performance Improvement Program | Budget | Open Book

Within WisDOT the Continuous Improvement (CI) team is responsible for collecting improvement information and coaching department staff on various CI concepts. A point of contact within each division gathers division data and helps their team draft a division specific CI plan for each calendar year. These plans list proposed projects, training requests and a CI communication strategy.

WisDOT collaborates with the Department of Administration's (DOA's) Strategic Management and Planning program to help Wisconsin's government operate more efficiently and effectively. WisDOT reports improvements to the Governor's Office through DOA by state fiscal year (July 1 - June 30).

DOA's Strategic Management and Planning program requires WisDOT project submittals to report at least one of the following metrics.

The graphics below summarize the improvement projects completed by the Divisions of Budget and Strategic Initiatives (DBSI), Business Management (DBM), Motor Vehicles (DMV), State Patrol (DSP), Transportation Investment Management (DTIM), and Transportation System Development (DTSD) from state fiscal year 2020 through state fiscal year 2023.

2024 Project Highlights

With 80 permanent locations and serves two million walk-in customers per year, the Wisconsin Department of Transportation (WisDOT) Division of Motor Vehicles (DMV) is always looking for new ways to improve the customer services experience. The DMV noticed that one source of increased customer service times was due to the internal knowledge system used to assist customers. Learn more about how the DMV repurpose over 10,000 hours per year in DMV front-line staff time through their Knowledge OWL Redesign project.

Continuous Improvement Archive

2023 Project Highlights: Standard Bridge Tool

2022 Project Highlights: DMV electronic services

2021 Project Highlights: Creating online dealer complaint form

Lean Improvement Projects (2012-2018)

Contacts