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In 2025, millions of Oregonians accessed DMV services via field offices, phone, DMV2U online (30+ services), mail, Express Kiosks, and third-party providers. The KPM was updated in 2023 to reflect multiple service touchpoints, including wait time, call response, title issuance, and self-service transaction completion. The index stayed at 3.25 from 2024 to 2025, showing stable performance while targeting a 4 rating.",{"@graph":69,"@context":122},[70,84,105],{"@type":71,"itemListElement":72},"BreadcrumbList",[73,77,79,82],{"item":74,"name":75,"@type":76,"position":8},"https://docshare.wps.com","Home","ListItem",{"item":78,"name":9,"@type":76,"position":14},"https://docshare.wps.com/document/",{"item":80,"name":40,"@type":76,"position":81},"https://docshare.wps.com/document/research-report/",3,{"item":83,"name":65,"@type":76,"position":19},"https://docshare.wps.com/document/dmv-service-index-single-value-aggregate-of-4-equally-weighted-service-measures/309766/",{"url":83,"name":65,"@type":85,"image":86,"author":91,"headline":65,"publisher":94,"fileFormat":97,"inLanguage":63,"description":67,"dateModified":98,"datePublished":99,"encodingFormat":97,"isAccessibleForFree":100,"interactionStatistic":101},"DigitalDocument",{"url":87,"@type":88,"width":89,"height":90},"https://docshare.wps.com/thumbnails/dmv-service-index-single-value-aggregate-of-4-equally-weighted-service-measures/309766.png","ImageObject",300,407,{"name":92,"@type":93},"Theodora","Person",{"url":74,"name":95,"@type":96},"DocShare","Organization","application/pdf","2026-10-20","2026-09-20",true,{"@type":102,"interactionType":103,"userInteractionCount":24},"InteractionCounter",{"@type":104},"ViewAction",{"@type":106,"mainEntity":107},"FAQPage",[108,114,118],{"name":109,"@type":110,"acceptedAnswer":111},"What does the DMV Service Index measure?","Question",{"text":112,"@type":113},"It is a single value representing the aggregate of four equally weighted service measures, each scored from 1 to 5 based on how performance compares with established goals.","Answer",{"name":115,"@type":110,"acceptedAnswer":116},"Which four service components make up the KPM?",{"text":117,"@type":113},"Field Office Wait Time, Call Center Response Time, Title Issuance Time, and Self-Service Options, covering customer experiences across in-person, phone, and self-service channels.",{"name":119,"@type":110,"acceptedAnswer":120},"What were the 2024 and 2025 index results, and what is the target?",{"text":121,"@type":113},"The average index remained stable at 3.25 from 2024 to 2025, while the goal is to meet or exceed a 4 rating.","https://schema.org",{"og:url":83,"og:type":124,"og:title":65,"og:site_name":95,"og:description":67},"article",{"robots":126,"canonical":83},"index,follow",{"doc_id":128,"site_id":62},309766,1790435886,{"code":4,"msg":5,"data":131},{"doc_id":128,"user_id":132,"nickname":92,"user_avatar":133,"doc_module":4,"category_id":39,"category_name":40,"doc_title":65,"doc_description":67,"doc_content":134,"file_id":135,"file_url":136,"file_type":137,"file_size":138,"view_count":24,"is_deleted":4,"is_public":8,"is_downloadable":8,"audit_status":8,"page_count":14,"language":139,"language_code":63,"site_id":62,"html_lang":63,"table_of_contents":140,"faqs":141,"seo_title":142,"seo_description":67,"update_tm":143,"read_time":24,"preview_page_count":4},687197207919,"https://ap-avatar.wpscdn.com/avatar/a000253d6f5f7c60be?x-image-process=image/resize,m_fixed,w_180,h_180&k=1779446848396160552","DMV Service Index  \nDMV Service Index: Single value representing the aggregate of 4 equally weighted service measures  \nOur strategy  \nDriver and Motor Vehicle (DMV) Services Division is the primary point of contact between the state government and most Oregonians . In 2025, millions of customers accessed DMV services in a variety of ways: in person at one of 58 field offices, by phone, online through DMV2U (which offers over 30 services), by mail, at Express Kiosks or through third-party service providers . DMV’s mission is to promote driver safety, protect vehicle ownership and financial interests, and collect revenue to support Oregon’s multimodal transportation system.  \nAbout the target  \nThe DMV KPM was updated in 2023 to better reflect multiple aspects of customer service, expanding beyond the previous single measure of field office wait times . The updated metric evaluates four service touchpoints, assigning each a score from 1 to 5, where 5 represents the highest performance and 1 the lowest.  \n\n| Rating | Definition |\n| --- | --- |\n| 1 | ≥ 25% under performance goal |\n| 2 | 10-25% under performance goal |\n| 3 | \u003C10% under performance goal |\n| 4 | Meets, up to 10% greater than goal |\n| 5 | 10% or more exceeding goal |\n\nDMV Service Index: The number of DMV service  \nperformance measures trending positive by meeting their goal (Out of four measures)  \n5  \n4  \n3  \n2  \n1  \n0  \n\n| |  |  |  |\n| --- | --- | --- | --- |\n| 2022 | 2023 | 2024 | 2025 |\n\n\n| Actual | 2.85 | 3.25 | 3.25 | 3.25 |\n| --- | --- | --- | --- | --- |\n| Goal | 4.00 | 4.00 | 4.00 | 4.00 |\n\nComponents of the KPMs  \n• Field Office Wait Time: 80% percent of DMV field office customers served within 20 minutes .  \n• Call Center Response Time: Average time to reach a phone agent is 15 minutes or less .  \n• Title Issuance: Average time from receipt to issuance is six weeks or less .  \n• Self-Service Options: Percentage of transactions completed using a DMV selfservice option.  \nFact  \nDMV serves customers in field offices, on the phone, by mail, and through self-service options such as DMV2U online and kiosks. Each of these service delivery methods is covered by this KPM.  \nFactors affecting results and what needs to be done  \nModernized computer systems allow more online services and streamline transaction processing. We prioritize customer experience in everything we do. By expanding and promoting self-service options, we make services more convenient while allowing field offices to better support those who prefer or need in-person service.  \nHow we are doing and how we compare  \nThe average index remained stable at 3.25 from 2024 to 2025, demonstrating consistency in performance. DMV has successfully maintained the improvement achieved since the 2022 indexof 2.85. Our goal is to meet or exceed a 4 rating. No other states publish a similar DMV performance index including specified targets .  \n\n| KPM Index | 2025\u003Cbr>Average | Goal to\u003Cbr>meet | Rating | Additional Notes: Each measure\u003Cbr>weighted 25% |\n| --- | --- | --- | --- | --- |\n| Field Office Wait TimePercent of DMV field office customers served within 20 minutes (once they enter the office) . | 56% | 80% | 2 | Includes customers with\u003Cbr>appointments and those who walk in. |\n| Call Center Response Time-Average wait times for customers to speak with a DMV telephone agent. | 11 mins | 15 mins | 5 | 15 minutes or less to respond on average. |\n| Title Issuance Time-Time to issue a simple title from date of receipt. | 3.15 weeks | 6 weeks | 5 | Includes Oregon, out-of-state, and dealer titles (not replacements) . |\n| Self-Service OptionsPercent of transactions completed using DMV selfservice options. | 28% | 60% | 1 | Transactions monitored include DMV2U (online), electronic vehicle registrations (dealers) and self-service kiosks. Transactions measured include registration renewal, reinstatement fee payment, credential replacement and driver record ordering. Online knowledge testing started October 2023. |\n\nAbout ","cbCaij3fMGKIpKqa","https://ap.wps.com/l/cbCaij3fMGKIpKqa","pdf",276799,"English","# Our strategy\n# About the target\n## Rating definitions\n# Components of the KPMs\n# Fact\n# Factors affecting results and what needs to be done\n# How we are doing and how we compare\n# About the data\n# Contact information","[{\"question\":\"What does the DMV Service Index measure?\",\"answer\":\"It is a single value representing the aggregate of four equally weighted service measures, each scored from 1 to 5 based on how performance compares with established goals.\"},{\"question\":\"Which four service components make up the KPM?\",\"answer\":\"Field Office Wait Time, Call Center Response Time, Title Issuance Time, and Self-Service Options, covering customer experiences across in-person, phone, and self-service channels.\"},{\"question\":\"What were the 2024 and 2025 index results, and what is the target?\",\"answer\":\"The average index remained stable at 3.25 from 2024 to 2025, while the goal is to meet or exceed a 4 rating.\"}]","DMV Service Index - Single Value Aggregate of 4 Equally Weighted Service Measures | PDF",1789874574]