LOUISIANA DEPARTMENT OF PUBLIC SAFETY OFFICE OF MOTOR VEHICLES - Strategic Plan - FY 2026-2027 through FY 2030-2031

Sep 20, 2026

Louisiana Office of Motor Vehicles (OMV) strategic plan sets a multi-year direction for delivering high-quality service and protection to internal and external customers. It defines OMV’s mission across licensing, title and registration, plates, liens, and tax/fee collection, supported by a professional, compassionate customer service philosophy. Agency goals focus on unparalleled service, consumer protection, and public safety through accountability and communications. The plan outlines objectives and measurable performance indicators for electronic services expansion, reduced wait times, call center capacity, technology modernization, and increased homeland security and public awareness efforts through June 30, 2031.

LanguageEnglish

CategoryResearch & Report

FormatPDF

Pages81

Reading Time3 h 24 min

AccessFree to download

Vision

Mission

Philosophy

Agency Goals

Provide unparalleled service to both internal and external customers

Protect consumers and ensure public safety through communication and accountability

LOUISIANA DEPARTMENT OF PUBLIC SAFETY OFFICE OF MOTOR VEHICLES Strategic Plan FY 2026-2027 through FY 2030-2031 Vision The Office of Motor Vehicles (OMV) will provide the highest quality service and protection to internal and external customers in an environment that views change as opportunity. Mission The Office of Motor Vehicles (OMV) performs functions of the state relative to the examination and licensing of operators of motor vehicles, the suspension and revocation of such licenses, issuance of vehicle title and registration certificates, license plates for all motor vehicles operated upon the highways ofthe state, recordation of liens against vehicles, and the collection of sales/use tax and other appropriate fees, all in accordance with applicable laws. Philosophy The Office of Motor Vehicles (OMV) will serve the public in a professional, compassionate, and responsive manner while maintaining a high standard of quality through an innovative approach to customer service. Agency Goals 1. Provide unparalleled service to both internal and external customers. 2. Protect consumers and ensure public safety through communication and accountability. 1. Provide unparalleled service to both internal and external customers. 1.1. Objective: Administer the motor vehicle and driver’s license laws of this state ina manner offering the highest degree of public confidence through integrity, efficiency, and fairness to the citizens of Louisiana, annually, through June 30, 2031. Strategies: 1.1.1. Broaden electronic/automated services. 1.1.2. Increase phone services to accommodate fluctuations in customer demands. 1.1.3. Increase the number of customer flow management systems in local offices to expedite the routing of customers. 1.1.4. Decrease walk-in customer wait times. Performance Indicators: Input Output Efficiency Outcome • Number of field reinstatement locations • Number of electronic/automated services offered • Average daily number of call center telephone agents • Number of field office locations • Number of walk-in customer transactions • Large OMV office wait time (average in minutes) • Medium OMV office wait time (average in minutes) • Small OMV office wait time (average in minutes) • Number of incoming call center telephone calls • Number of field office locations offering customer flow management system routing • Number of transactions performed by Public Tag Agents • Number of transactions processed via internet • Percentage of field offices offering customer flow management system routing • Percentage of Class D and E driver’s licenses returned and processed by mail • Percentage of Class D and E driver’s licenses returned and processed via the internet • Percentage of identification cards returned and processed by mail • Percentage of identification cards returned and processed via the internet • Percentage of vehicle registration renewals returned and processed by mail • Percentage of vehicle registration renewals returned and processed via the internet 1.2 Objective: Through the Information Services activity, provide services to our customers through utilization of technology enhancements through June 30, 2031. Strategy: 1.2.1 Increase media for public communication and status. Performance Indicators: Output • Number of transactions completed via internet • Number of statuses issued by email Efficiency • Average wait time in call center telephone queues (in minutes) • Percentage of call center telephone calls answered 1.3 Objective: To totally migrate off of the UNISYS mainframe and modernize existing applications in order to stop paying high maintenance fees on an obsolete processing environment and to add the flexibility of open systems, including credit card payments, by June 30, 2031. Strategies: 1.3.1 Remove 100% of all existing applications from the UNISYS mainframe, including Finance and all OMV systems, by

FAQs

What responsibilities does OMV cover in its mission?

OMV administers motor vehicle operator examination and licensing, suspension and revocation, issuance of vehicle titles and registration certificates, license plates, lien recordation, and collection of sales/use tax and other required fees in accordance with applicable laws.

How does the plan aim to improve customer service performance?

It expands electronic and automated services, increases phone services, improves customer flow management in local offices, and decreases walk-in wait times, supported by measures such as transactions, wait times, call center activity, and office routing coverage.

What technology modernization actions are planned?

OMV will migrate off the UNISYS mainframe by removing existing applications and moving systems to current server technologies or the IBM mainframe. It will also implement reengineered office procedures and automation, including audit logs, payment modules and interfaces, and updates to Expresslane and Content Manager.

Sep 20, 2026

Uploaded by Olivia Brown