Braun: “Hoosiers deserve best-in-class customer service”

Governor signs executive orders to modernize BMV, streamline permitting in transportation

Governor Mike Braun signed two executive orders on Tuesday to improve customer service for Hoosiers: one modernizing technology at the BMV to better serve Hoosiers, and another to streamline the permitting process in Indiana’s transportation network.

Executive Order 25-41
Maintaining Best-in-Class Customer Service and Ensuring Prudent Use of Taxpayer Funds by Establishing a 5-Year Strategy for Digital and Technological Advancement of the Bureau of Motor Vehicles

The BMV’s System Tracking and Record Support (STARS) software system was first implemented in 2004 for a total implementation cost of around $50 million. STARS is now 20 years old and nearing the end of its expected lifespan, costing around $10 million to operate and maintain annually.

Digital technology has come a long way since 2004. It’s time for the BMV to take advantage of these advances to better serve Hoosiers.

This executive order authorizes the Secretary of Transportation and Infrastructure to develop a comprehensive strategy for digital and technological enhancement and advancement of the BMV, specifically to modernize the BMV’s digital and technological systems such as STARS.

“Customer service was always my top priority when I was building my business, and it’s my top priority for Hoosiers as well,” Gov. Braun said. “Governor Mitch Daniels revolutionized the BMV 20 years ago, and the time has now come to build on that progress with a new modernization effort. The BMV is the one place where nearly everyone interacts with their state government, and these modernization solutions will allow the BMV to deliver the best-in-class customer service Hoosiers deserve.”

Executive Order 25-42
Maintaining Best-in-Class Customer Service and Ensuring Prudent Use of Taxpayer Funds by Reforming Permitting Along Indiana’s Transportation Network

While INDOT has earned national acclaim for maintaining one of the most efficient and resilient infrastructure networks in the country, currently the right-of-way and permitting operations system lacks consistent standards and efficiency across various offices, which can result in delays, confusion, and frustration for applicants.

This executive order authorizes the Secretary of Transportation and Infrastructure to oversee a comprehensive review of INDOT’s permitting processes, establish uniform statewide standards, modernize the Electronic Permit System, and make all regulatory requirements necessary to obtain a permit clearly visible on the INDOT website.

“The Crossroads of America has to be the gold standard for transportation permitting, and that means clarity, predictability, and best-in-class customer service,” Gov. Braun said. “This new permitting modernization effort led by the Office of Transportation and Infrastructure will streamline the process with uniform statewide standards, an improved Electronic Permit System, and clear regulatory requirements available to all applicants.”