Division of Motor Vehicles Service Delivery Model Study

The Idaho Transportation Department’s (ITD) Division of Motor Vehicles (DMV) is responsible for the oversight and delivery of all DMV-related credentialing and vehicle services provided to residents and businesses in the state of Idaho. As outlined in Idaho Statute, many of these services are provided to the public through ITD’s DMV partners, which include both county Sheriff and Assessor’s DMV offices. Each elected Sheriff or Assessor manages their county DMV offices. Idaho has 44 counties with over 100 DMV offices located throughout the state. Service delivery varies among counties and is not consistent statewide. County employees manage all county offices. County personnel set office hours. Each county determines how they will provide services. County offices can choose times of day to offer knowledge tests, when services cease during the day, and some choose not to provide vision screening. Additionally, some counties will only transact with their own county residents or prioritize who is served based upon county of residency. The current business model makes service delivery standardization, streamlining, consolidating services, training, and compliance among other examples more difficult to implement for the citizens of Idaho. This study will examine DMV service delivery in Idaho and compare Idaho’s model with models used in other states. The study will provide recommendation for improving the delivery of services to the traveling public in Idaho. The objectives of this project include: (1) Identifying the best delivery model for DMV services for Idaho. (2) Providing recommendations to ITD on best practices and/or changes that were identified from other states that would improve service delivery and remedy the current challenges for Idaho.

• Record URL:
  https://apps.itd.idaho.gov/apps/research/Completed/RP296.pdf
• 

Language

• English

Project

• Status: Completed
• Contract Numbers:

  RP 296

• Sponsor Organizations:

  Idaho Transportation Department

  P.O. Box 7129, 3311 West State Street
  Boise, ID  United States  83707-1129
• Project Managers:

  McClellan, Lisa

• Performing Organizations:

  Boise State University, Boise

  Public Policy Center
  1910 University Drive
  Boise, Idaho  United States  83725
• Principal Investigators:

  Osterhout, Gabe

  Vonins, Brandon

• Start Date: 20210527
• Expected Completion Date: 20211231
• Actual Completion Date: 20220218

Subject/Index Terms

• TRT Terms: Best practices; Customer service; Licensing; Registration; State motor vehicle departments
• Identifier Terms: Idaho Division of Motor Vehicles
• Subject Areas: Administration and Management; Highways; Vehicles and Equipment;

Filing Info

• Accession Number: 01778720
• Record Type: Research project
• Source Agency: Idaho Transportation Department
• Contract Numbers: RP 296
• Files: RIP, STATEDOT
• Created Date: Aug 5 2021 11:31AM