Task Force on Transportation and Customer Service Efficiency

Overview

The Task Force on Transportation and Customer Service Efficiency was established by HB 4047 (2014). Its directive is to:

Study the efficiency of customer services provided by Department of Transportation field offices that provide driver and motor vehicle services and make recommendations to the Director of Transportation on changes and improvements to existing customer service delivery methods; 

When the task force is studying the current systems and developing recommendations for change and improvement, the task force must:

(a) Examine the types and frequencies of customer service needs and interactions at the Department of Transportation field offices that provide driver and motor vehicle services; 

(b) Study the Department of Transportation field offices that provide driver and motor vehicle services using a sample group; and

(c) Propose benchmarks to effectively measure success in achieving desired customer service delivery outcomes. 

The task force must submit a report, and may include recommendations for legislation, to an interim committee of the Legislative Assembly related to transportation no later than November 1, 2014. 
 
Contact for More Information: 
Nathan Rix, 503-373-1109
Strategic Initiatives Project Manager
Robert Underwood, 503-378-4037
Strategic Initiatives Project Coordinator

 

        

Task Force Membership

The task force consists of 11 members.

  • The Senate President appoints three members, one of which shall be a member of the Senate, one who is a resident of Oregon and who, in the past 12 months, has been a customer of a DMV field office and one who is the owner, or designee, of a business in the freight trucking industry in Marion County;
  • The Speaker of the House appoints four members, two from among members of the House of Representatives, one who is a resident of Oregon and who, in the past 12 months, has been a customer of a DMV field office and one who is the owner, or designee, of a business in the vehicle sales industry in Oregon;
  • The Director of the Oregon Department of Administrative Services appoints one member from the Department;
  • The Director of Transportation appoints one member who is a represented employee of a DMW field office;
  • The administrator of the DMV field offices, or designee, shall serve as an ex officio member of the task force
  • The Governor appoints one member who is a representative of a city or other local government in Oregon.

  




 

Task Force Members

Senator Chris Edwards
Catherine Webber, customer
David Jostad, May Trucking Company
Representative Chris Gorsek
Representative Kim Thatcher
Margaret Stephens, customer
Susan Thayer, Enterprise Rent-a-Car
Tim Hendrix, DAS
Nick Hopper, DMV
Tom McClellan, DMV Administrator
Judith Gray, City of Tigard 

Task Force Meetings

Please note that the documents linked below open in the current window, not in a new tab. Use your browser's "Back" button to return to this page after viewing the documents.

 

 Sorted by Meeting Date

 
  
collapse Meeting Date : 6/23/2014 ‎(7)
  
  
  
  
  
  
  
collapse Meeting Date : 7/28/2014 ‎(1)
  
 

 Sorted by Topic

 
  
collapse Topic : Agendas & Minutes ‎(2)
HB 4047 TF Agenda 140623a
HB 4047 TF Agenda 140728a
collapse Topic : General Information ‎(11)
HB 4047 (2014)
Field Offices By Size
DMV Regions Map
Transaction Volumes for 2013
2013 Transactions by Field Office
Field Office Wait Time 2014 YTD
On-Line Vehicle Registration News Release
Customer Satisfaction Survey summary
November_20_2013_OTC_Meeting_Packet
Briefing Document HB4047
Field Service Offices By Region
collapse Topic : Meeting Materials ‎(1)
Proposed HB4047 Task Force Rules
collapse Topic : Requested Documents ‎(4)
Customer Satisfaction across states 2011
Fees across states 2013
2011 Extended Hours Evaluation
2009-2013 Customer Service Survey results