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Director of the Department of Motor Vehicles Sherryl Hobbs Newman Confirmation Resolution of 1999
PR 13-442

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Chairman Linda W. Cropp at the request of the Mayor


Chairman Linda W. Cropp at the request of the Mayor, introduced the following resolution, which was referred to the Committee on Public Works and the Environment.

To confirm the Mayoral appointment of Ms. Sherryl Hobbs Newman as the Director of the Department of Motor Vehicles.

RESOLVED, BY THE COUNCIL OF THE DISTRICT OF COLUMBIA, That this resolution may be cited as the "Director of the Department of Motor Vehicles Sherryl Hobbs Newman Confirmation Resolution of 1999".

Sec. 2. The Council of the District of Columbia confirms the appointment of:

Ms. Sherryl Hobbs Newman
4 Chalkstone Court
Silver Spring, Maryland 20904

as Director of the Department of Motor Vehicles, in accordance with section 2 of the Confirmation Act of 1978, effective March 3, 1979 (D.C. Law 2-142; D.C. Code, Sec.1-633.7), to serve from the date of confirmation by the Council of the District of Columbia at the pleasure of the Mayor of the District of Columbia.

Sec. 3. The Council of the District of Columbia shall transmit a copy of this resolution, upon its adoption, each to the nominee and to the Office of the Mayor.

Sec. 4. This resolution shall take effect immediately.

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Sherryl Hobbs Newman

4 Chalkstone Court
Silver Spring, Maryland 20904
(H) 301 989-9277 (B) 202 727-4035


I have proven leadership and managerial skills, and a thorough background in administration, budget, human resources, information systems and purchasing. My skills and motivation are enhanced when I am needed to successfully develop and institutionalize initiatives or raise initiatives to a higher level of success. My education and experience has enabled me to develop expertise in strategic planning, organizational development, public administration and customer service.


Master of Business Administration - Management, May 1992
Lubin Graduate School of Business - Pace University
White Plains, New York

Bachelor of the Arts - Economics, May 1986
Rutgers College - Rutgers University
New Brunswick, New Jersey

Bachelor of the Arts - Chemistry, May 1985
Rutgers College - Rutgers University
New Brunswick, New Jersey


District of Columbia, January 1997 — Present

Office of tie City Administrator

Director — Citywide Customer Service Administration,

  • Responsible for citywide coordination of initiatives related to customer service and quality management.
  • Oversee newly created Citywide Call Center staffed with 25 employees from venous city agencies. The Call Center handles over 30,000 information and service requests per month for the District.
  • Assisted in several customer service initiatives across the city, including Department of Human Services' one-stop center, Department of Employment Services' Customer Relations Unit, and Department of Motor Vehicles' telephone unit.

Office of Tax & Revenue (OTR)

Director - Customer Service Administration, January 1997 - May 1999

  • Designed, developed, and implemented the Customer Service Administration for the agency.
  • Increased all customer service efforts for the agency, including the creation of booklets for tax payer education, increased outreach programs by over 75%, and improved and created accessibility for taxpayers via telephone and the Internet.
  • Oversaw the performance improvement in the following areas: correspondence response time from six-eight months to one month; business registration from 45 days to 10-15 days; and reduced in-person wait-time by fifty percent reduction.
  • Responsible for the overall increase of taxpayer access and assistance by over 40% from 1997 to 1999.
  • Developed and administered personnel reforms for the Customer Service Administration which created new job titles, designed career ladder positions for job enrichment, developed position descriptions. and redefined all skill levels, responsibilities, job requirements, and administrative levels.
  • Responsible for every aspect of the relocation of OTR, including space planning and design, furniture purchase, physical relocation of equipment and staff, ongoing building negotiations, security, and all additional coordination and planning issues.
  • Supervised all general service and support functions for OTR including property management, fleet management, supplies, inventory control, and security.

City of New York, Department of Finance, January 1986 to December 1996

City Collector - Property Bureau, April 1993 -December 1996

  • Responsible for the revenue generation of over $3.5 billion from property related taxes.
  • Manage and administer the tax collection process of the five City Collector borough offices.
  • Direct supervision and development of the managers for each borough office.
  • Reduced payment processing backlogs in offices by 95% over three years
  • Oversee staff development in areas such as technological enhancements, organizational development, training, and the codifying of policies and procedures.
  • Implemented procedures to cross-train staff from other areas to handle peak periods.
  • Successfully created and developed Customer Service Division which coordinates all of the Department service areas.
  • Responsible for Department's participation in City's pilot project to give information and accept payments via kiosks.
  • Member of selection and technical support committees for Neighborhood Payment Cent and Bank Contract projects.
  • Representative for the Property Bureau on the Department's major computer project-FAIRTAX.
  • Member of several Department-wide committees

Acting Deputy Director -- Taxpayer Assistance Division, July 1992 - April 1993

  • Manage and administer daily operations of Division in conjunction with the Director.
  • Advise the Director in areas such as personnel and staff development budget, training and operations.
  • Maintain "hands-on" knowledge of Department policies and procedures that affect the operating objectives of the Division.
  • Principle liaison and representative to other areas within the Department, as well as to public entities.
  • Oversaw the acquisition of the Interactive Voice Response system. This included evaluations and selection of vendor. Creation of scripts and supervision of installation and implementation.
  • Responsible for the organization and supervision of special "outreach" projects.
  • Serve as the Director as needed.

Unit Manager - Real Estate Tax Assistance, December 1990 to June 1992

  • Developed and manage Unit, an 18 person staff responsible for responding to inquiries from the public, public officials and the Mayor's Office regarding real property and related matters.
  • Served as ombudsman for taxpayers to the Department by investigating and answering telephone and written inquires.
  • Identify existing & potential problems within the Department, emphasizing solutions for operational improvements.
  • Member of Department's task force assigned to oversee the development and implementation of new information system.
  • Analyze productivity and performance information to identify areas for improvement.

Unit Manager - Taxpayer Correspondence, December 1989 to December 1990
Assistant to the Director - Taxpayer Assistance Division, June 1987 to December 1989
Special Projects Coordinator - Program Development Division, August 1986 to June 1987
Executive Secretary - Tax Operation Bureau, January 1986 to August 1986


Knowledgeable and capable of utilizing most business software.


Upon request.

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