With more than 1,000 employees, the Depart- ment of Driver Services within the Pennsylva- nia Department of Transportation (PennDOT) manages the issuance of more than 8.9 million driver’s licenses and the registration of more than 11.9 million motor vehicles each year. In addition, it operates 71 driver license centers and 26 standalone photo license centers and has partnered with more than 265 online messenger sites to provide a wide variety of over-the-counter services across Pennsylvania. With heavy foot traffic at their drivers license centers, PennDOT needed to modernize their system in order to meet the demands of their citizens and provide a better overall experi- ence. The situation and challenges Not long ago, the Norristown branch of PennDot was a ni

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