Performance Details

Department of Administration - Motor Vehicles

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Mission

To create, record and renew registration of vehicle ownership and provide testing, issuance, and reporting of driver licensing.

Core Services

• Provide licensing and registration via online services, State-run offices, commissioned agents, and business partners.
• Accurately collect revenue and distribute fees collected on behalf of other agencies, municipalities, and boroughs.

Mission Results

Core Services

A: Licensing, registration, and titling services via the internet, State-run offices, and business partners. Details >

A1: Provide licensing and registration via online services, State-run offices, commissioned agents, and business partners. Details > TARGET #1: Digitize as many DMV services as possible to reduce wait times and make DMV more convenient to Alaskans. TARGET #2: Assist Alaskans in getting as many federally compliant IDs as possible through education, liaison, partnership, and Real ID efforts. TARGET #3: Achieve 90% customer satisfaction score. A2: Accurately collect revenue and distribute fees collected on behalf of other agencies, municipalities, and boroughs. Details > TARGET #1: Accurately Collect and Distribute Vehicle Registration Fees Statewide

Performance Detail

Target #1: Digitize as many DMV services as possible to reduce wait times and make DMV more convenient to Alaskans. Methodology: CORR = Correspondence, which DMV took over in FY2023. Driver"s License Transactions Fiscal Year Online Driver's Licenses Total Driver's Licenses FY 2025 20,521 268,540 FY 2024 24,437 207,981 FY 2023 31,742 256,489 FY 2022 34,254 247,246 FY 2021 41,320 312,327 Analysis of results and challenges: The Division of Motor Vehicles has consistently offered a range of online services to improve customer convenience and to reduce lobby wait-times. One key metric we use to evaluate the success of our digital outreach is the percentage of driver license (DL) transactions completed online. Over the past five years, an average of 11.8% of all DL transactions were completed online. While we saw a peak in FY 2022, this percentage has slightly declined in years following the pandemic, with 8% recorded in FY 2025. This trend may be influenced by the 2025 Real ID deadline, which requires in-person verification for initial issuance. Despite the recent dip, we remain committed to expanding our online service offerings and increasing public awareness of these options. As we continue to enhance our digital platforms and as the Real ID requirement becomes less of a barrier, we anticipate a renewed increase in online transaction rates. Other DMV services provided online: - Commercial Vehicle Registration Applications. - Dealer License Renewals. - Driver License Termination of Revocation Applications. - Military License Renewals. - Vehicle Registration Exemptions. - Temporary Registration Applications. - Personalized Plates. - Out-of-State Reinstatement. - Boat Registrations. - Research Requests. DMV Knowledge Testing is also available online, which allows customers who hold noncommercial or motorcycle licenses to take knowledge tests without having to physically come into a DMV office. This is especially helpful for our out-of-state college student clientele who are required to take the alcohol awareness test prior to renewing their license. Additionally, active-duty military members who wish to have a motorcycle endorsement added to their Alaska license can take the required knowledge test online. Target Last Modified: 10/08/2025

Target #2: Assist Alaskans in getting as many federally compliant IDs as possible through education, liaison, partnership, and Real ID efforts. Methodology: PowerBI Server REAL ID by Date Cumulative Total of Real IDs Issued to Alaskans to Date Fiscal Year Real IDs Issued FY 2025 433,561 FY 2024 330,438 FY 2023 275,972 FY 2022 203,396 FY 2021 137,337 FY 2020 74,764 Analysis of results and challenges: DMV is increasing outreach through attendance at local job fairs, the Alaska State Fair, the Alaska Federation of Natives annual convention, People Mover campaign, posters, and staff t-shirts. DMV expects demand for REAL IDs to steadily increase from the May 7, 2025, deadline. Target Last Modified: 10/08/2025

Target #3: Achieve 90% customer satisfaction score. Methodology: Net Promoter Score (NPS) was implemented in April 2019. Average Customer Satisfaction Score Fiscal Year Average Score FY 2025 96.80 FY 2024 95.55 FY 2023 94.89 FY 2022 94.17 FY 2021 93.95 FY 2020 90.12 Analysis of results and challenges: In 2019, the Division of Motor Vehicles implemented a Customer Satisfaction Survey, using the Net Promoter Score (NPS) model, to measure the customer service of its employees on a scale of 1 to 10. DMV has continued collecting data at the counter of each customer service representative for every in-person transaction to understand and maximize customer satisfaction. DMV"s goal in 2019 was to achieve an average 80% customer satisfaction score. Since 2019, DMV"s customer satisfaction ratings have risen to above 90% for the past five years. Target Last Modified: 10/08/2025

Target #1: Accurately Collect and Distribute Vehicle Registration Fees Statewide Methodology: $ in thousands Motor Vehicle Registration Tax (MVRT) Collected Year Revenue Collected Column 2 Column 3 Column 4 YTD Column 6 Column 7 2025 17,497.6 0 0 0 0 0 0 2024 17,251.3 0 0 0 0 0 0 2023 17,146.1 0 0 0 0 0 0 2022 16,640.7 0 0 0 0 0 0 2021 17,221.0 0 0 0 0 0 0 2020 15,956.1 0 0 0 0 0 0 Analysis of results and challenges: Over the past six fiscal years, the DMV has collected an average of $16.95 million annually in MVRT revenue. This reflects stable vehicle registration activity across the state on our ongoing commitment to accurately collecting and distributing fees on behalf of municipalities. Target Last Modified: 10/08/2025

Last refreshed: 03/04/2026 05:00 pm