The Goal: Exceed customer expectations for service delivery and quality.
Everything ODOT does is customer service, from administering driver licenses and registrations, to issuing commercial permits and driver safety inspections, to plowing snow and fixing potholes, and planning for future travel needs to keep people and businesses moving.
In recent years it's become harder to deliver these services at the level people expect. We're wrestling with operations and maintenance budget shortfalls, reductions in customer-facing staff, retaining a skilled workforce and being a competitive employer.
Customer Service Topics
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Most Oregonians believe that ODOT is doing a fair or better job overall.
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1 in 7 Oregonians, however, feel ODOT is doing a poor job.
- Satisfaction with ODOT services has generally declined over the years.
Source: Oregon Transportation Needs and Issues Survey (2023)
DMV
The Driver and Motor Vehicle Services (DMV) Division issues driver licenses and identification cards, as well as vehicle registrations and titles. We protect ownership interests in motor vehicles – often the most valuable asset a person has.
The DMV collects over $1 billion in revenue each biennium for Oregon’s transportation system at all levels: state, county, and city.
DMV serves nearly every Oregonian aged 16 and older
- DMV has about the same number of employees as it did 20 years ago; meanwhile, Oregon’s population has grown by 20%. Our 59 offices collectively serve more that 2 million customer visits each year.
- 2 million vehicle registrations (plates and stckers) are created or renewed each year and 700,000 vehicle titles issued.
- DMVs central call/contact center takes 1.7 million calls per year.
- Wait times on the phone and at the DMV offices are much higher than they were 10 years ago.
- The average call wait time is 12 minutes.
- DMV needs more staff and financial resources to serve people in the way they expect and deserve.
Driver & Motor Vehicle Services– updated 07/2024