Guy Kawasaki sits down with Steve Gordon, Director of the California Department of Motor Vehicles (DMV). Gordon, a former Cisco Systems executive, shares how he transformed one of the state's most crucial yet historically frustrating agencies into a customer-focused operation. From implementing digital signatures to managing a network of 220+ offices, Gordon reveals the innovative approaches that revolutionized the DMV experience. His leadership philosophy of "management by driving around" and commitment to operational excellence offers valuable lessons for any organization seeking to improve public service.

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Steve Gordon: Inside the California DMV's Transformation