Steve Gordon, Director of the California DMV, formerly a Cisco Systems executive, reveals how he turned a notoriously frustrating agency into a customer-centric powerhouse. He discusses streamlining processes like eliminating knowledge tests for experienced drivers and implementing digital appointment systems. Gordon shares insights on his unexpected journey to leadership and the importance of understanding consumer needs. His philosophy of 'management by driving around' emphasizes engagement and efficiency, making public service more accessible and satisfying for everyone.