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, registration, and title services via the internet, 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, registration, and title services via the internet, 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 >

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. AlaskaNow Cases Fiscal Year ALL Cases With CORR Cases Without CORR FY 2024 62,351 9,157 53,194 FY 2023 63,914 5,440 58,474 FY 2022 61,803 61,803 FY 2021 19,059 19,059 Analysis of results and challenges: DMV has continued to expand the AlaskaNow platform by developing additional online services. DMV utilizes this platform to create cases for all requests received by the DMV that are not submitted in-person. This creates an organized workflow and improves accessibility to online services. Another benefit is a reduction in traffic through DMV lobbies, improving wait times for Alaskans. As of August 2024, customers have access to the following services through our online platform: • Commercial Vehicle Registration Applications • Dealer License Renewals • Driver License Termination of Revocation Applications • Military License Renewals • Vehicle Registration Exemptions • Temporary Registration Applications • Personalize Plates • Out of State Reinstatement • Boat Registrations • Research Requests Before the implementation of AlaskaNow, these citizens would have been required to visit a DMV office or mail their paperwork to their closest DMV office. By continuing to introduce new and more efficient online services, processes have been streamlined and customers have more options available which has resulted in increased customer satisfaction. DMV also implemented the Crash Data Repository which allows customers to submit their crash reports and proof of insurance online instead of going into a DMV office or mailing their paperwork to their closest DMV office. DMV Knowledge Testing is 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: 10/24/2024

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 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 as we approach the May 7, 2025, deadline. Target Last Modified: 10/28/2024

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 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: 08/19/2024

Last refreshed: 05/16/2025 08:00 am