The Transportation Interim Study last week highlighted the need to improve the driver license testing procedure in Oklahoma. During that study, we heard Director of the Driver License Services Division Jeff Hankins mention that some states use kiosks to streamline license renewals and registrations. As a result, my office started researching the use of kiosks by state DMVs.
In 2012, the state of Maryland delivered key DMV services to their constituents in less than three minutes – less time than it takes to buy a cup of coffee, says a vendor case study on DMV self-serve kiosks.
Their solution? Maryland Motor Vehicle Administration installed 49 self-serve kiosks in over 23 offices across the state. The kiosks and their website services combine to provide full service, flexible delivery of high-demand transaction services, with the kiosks accepting all forms of payment, including cash.
- Registration renewals
- License/ID renewals
- Change of address
- PIN management
- Replacement titles on demand, printed from the kiosk
- Duplicate registration
- The payment of citations
- Driving record orders
- New plate orders/plate personalization
- Temporary registrations
- Substitute plate sticker orders
- Insurance certificates
The study boasts an 85% reduction in transaction processing time using kiosks vs. the counter, reducing wait times from 20 minutes to just three. They claim a 100% reduction with the web-based option.
DMV self-serve kiosks have been around for quite a while. Mississippi and New Mexico have used kiosks since 2009, with New Mexico deploying more than 170 self-service kiosks in August of that year. Nevada has been using kiosks to renew registration and driver’s licenses since 2004.
Oklahoma currently offers an online renewal system (www.cars.ok.gov) that enables citizens to renew tags online and get them delivered in the mail. In 2014, Arkansas went from a similar online service to adding a kiosk system that enabled customers in the main Revenue Office to renew their vehicle registration at one of four self-service iPad kiosks. Using the familiar iPads, drivers can complete their renewal and walk out the door with new tags in four minutes, shaving up to 30 minutes or more of their wait time, and shortening the line for others to do the same.
Recognizing the need for improved efficiency and reduced wait times, about half the states now use kiosks, some with limited functionality, others boasting the latest and greatest in technology. In addition to those listed above, kiosk services can include driver license scanners that populate the files on forms from the barcode on the license, facial recognition software and address verification with USPS (to reduce fraud), cameras, signature pads, and printers. Our research indicates that law enforcement agencies in other states have used Homeland Security grants to purchase kiosks at no expense to the state. Some vendors allow a fully funded kiosk to be placed for a transaction fee.
Some states use a mix of online services, kiosks and queue management software. Kansas, for instance, offers online services and queue management software allowing citizens to join a virtual line via smart phone or DMV website. Citizens are updated by text or voice mail when their turn approaches, allowing them to more efficiently schedule their time.
The Oklahoma Department of Public Safety informs us they are working on a comprehensive study of target states issuance process and manpower. The DPS Commissioner is working on making recommendations to the Legislature that will include staffing requirements, required budget, number of locations, streamlined processes and technology options, including online services.
I hope their recommendation includes kiosks.
Until next time,
Senator Mark Allen