Division of Motor Vehicles (DMV) Customer Portal Study

This research study looks at potential enhancements to Idaho’s Division of Motor Vehicles (DMV) web portal. Researchers reviewed existing literature to extrapolate potential benefits of e-government services, documented existing DMV services offered by each U.S. state, analyzed current business processes, investigated current laws and practices governing e-signatures for vehicle titles, synthesized previous DMV website customer satisfaction surveys, administered a survey pertaining to utilization of online address changes in other states, developed guidelines for an enhanced customer satisfaction survey, and recommended best practices. Best practice recommendations include continued implementation of online web services, including online duplicate vehicle registration, online filing of sold notices, online scheduling of DMV appointments, DMV service reminders via e-mail or text messages, and a paperless option for vehicle registration and driver’s license renewal notices. Potential innovative e-services such as live chat and mobile applications for DMV practice exams are also worth exploring. Additional best practices include implementation of e-signatures for electronic titles and liens, utilization of online address changes with enhanced security measures, and distribution of a mixed-mode customer satisfaction survey that reaches DMV customers not currently using electronic services.


  • English


  • Status: Completed
  • Funding: $98428
  • Contract Numbers:

    RP 282

  • Sponsor Organizations:

    Idaho Transportation Department

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

    University of Kentucky Research Foundation

    Lexington, Kentucky  United States 
  • Project Managers:

    Goeke, Brian

  • Performing Organizations:

    University of Kentucky, Lexington

    Kentucky Transportation Center
    College of Engineering, 176 Raymond Building
    Lexington, KY  United States  40506-0281
  • Principal Investigators:

    Martin, Andrew

    Walton, Jennifer

  • Start Date: 20190501
  • Expected Completion Date: 20200630
  • Actual Completion Date: 20200630

Subject/Index Terms

Filing Info

  • Accession Number: 01703626
  • Record Type: Research project
  • Source Agency: Idaho Transportation Department
  • Contract Numbers: RP 282
  • Files: RIP, STATEDOT
  • Created Date: Apr 30 2019 3:50PM