To create, record and renew registration of vehicle ownership and provide testing, issuance and reporting of driver licensing.
- Provide licensing, registration, and title services via the internet, state-run offices, commission agents and private contractors;
- Removing driving privileges from unsafe and uninsured drivers;
- Accurately collecting and distributing revenue.
|Mission Results||Core Services|
|A: Result - Licensing, registration, and titling services via the internet, state-run offices, and business partners;|
|A1: Core Service - Provide licensing, registration, and title services via the internet, state-run offices, commission agents and private contractors;|
Target #2: Assist as many Alaskans in getting federally compliant IDs as possible through education, liaison, partnership, and REAL ID efforts.
REAL ID Penetration and Take Rate
Analysis of results and challenges: At the start of FY2020, the Division of Motor Vehicles (DMV) focused its Real ID efforts on increasing awareness statewide to assist as many Alaskans in getting federally compliant credentials as possible. This involved a marketing campaign to promote Real ID and spread awareness of the original October 2021 deadline, increasing resources on the Division's website related to Real ID and the additional documentation required, and a particular focus on the unique challenges faced by rural communities. DMV began partnering with communities across the state and piloted a mobile Real ID issuance process in which DMV employees traveled to the community to issue as many Real ID credentials as possible. DMV also partnered with the Ted Stevens International Airport in Anchorage to set up an auxiliary location solely dedicated to Real ID issuance for Alaskans as they traveled in and out of Anchorage.
As a result, there was a 60% Real ID take rate heading into March 2020, where the COVID-19 pandemic halted some of these efforts and the take rate reduced to 34% in April and May 2020. The COVID-19 pandemic will continue to pose challenges for DMV in its Real ID efforts, particularly in rural areas where there are not currently DMV services provided and there is a high risk and cost associated with travel. However, as the new Real ID enforcement deadline of October 1, 2021, approaches, DMV expects to see an increase in the Real ID take rate and penetration within Alaska's population throughout the second half of FY2021 and beginning of FY2022.
Target #3: Achieve 80% customer satisfaction score.
Customer Satisfaction (NPS)
Analysis of results and challenges: In FY2019, the Division of Motor Vehicles implemented a Customer Satisfaction Survey, using the Net Promotor Score (NPS) model, to measure the customer service of its employees Division wide. DMV's goal is to achieve an average 80% customer satisfaction score, which it has continued to meet since incorporating this into its processes. FY2020 saw an increase of 4.72% from the average FY2019 customer satisfaction score, and FY2021 is on trend for an increase of 3.46% so far through the end of Q1.
|A2: Core Service - Removing driving privileges from unsafe and uninsured drivers;|
Target #1: Suspend driving privileges from drivers who have not provided proof of insurance within 15 days of the crash report.
# of Mandatory Insurance (MI) and Financial Responsibility (FR) Suspensions
Analysis of results and challenges: The Division of Motor Vehicles (DMV) implemented the Alaska Insurance Verification System (AKIVS) in the final quarter of FY2018. AKIVS, an online service integrated with over 90% of the known insurance companies who provide services in Alaska. AKIVS allows DMV Driver Services to check for valid insurance in real time after receiving a crash report, eliminating the need for multiple levels of correspondence between DMV, the driver(s) and insurance companies. DMV suspends drivers under mandatory insurance and/or financial responsibility laws that cannot show proof of insurance through AKIVS verification or confirmation from an insurance company, if unconfirmed in AKIVS. DMV had a multi-year backlog going into FY2018, the introduction of this additional resource has allowed driver services to streamline its processes and eliminate the backlog.
|A3: Core Service - Accurately collecting and distributing revenue.|
Current as of December 4, 2020