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 was 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 was studying the current systems and developing recommendations for change and improvement, the task force was required to:

(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 submitted a report, including recommendations for legislation, to the Legislative Assembly on October 31, 2014. The task force also submitted additional recommendations for customer service improvements to the Director of Transportation. Copies of the report are available below.
 
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 consisted of 11 members.

  • The Senate President appointed three members, one of which was a member of the Senate, one was a resident of Oregon and who, in the past 12 months, had been a customer of a DMV field office and one was the designee of a business in the freight trucking industry in Marion County;
  • The Speaker of the House appointed four members, two from among members of the House of Representatives, one who was resident of Oregon and who, in the past 12 months, had been a customer of a DMV field office and one who was the designee of a business in the vehicle sales industry in Oregon;
  • The Director of the Oregon Department of Administrative Services appointed one member from the Department;
  • The Director of Transportation appointed one member who was a represented employee of a DMW field office;
  • The administrator of the DMV field offices, served as an ex officio member of the task force
  • The Governor appointed one member who was a representative of a city 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/Portland 

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.

 
 

 Meeting Recordings (mp3)

 
  
October 27, 2014
September 26, 2014
August 22, 2014
1 - 3Next
 
 

 Documents Sorted by Meeting Date

 
  
collapse Meeting Date : 6/23/2014 ‎(8)
  
  
  
  
  
  
  
  
collapse Meeting Date : 7/28/2014 ‎(2)
  
  
collapse Meeting Date : 8/22/2014 ‎(4)
  
  
  
  
collapse Meeting Date : 9/26/2014 ‎(5)
  
  
  
  
  
collapse Meeting Date : 10/27/2014 ‎(2)
  
  
collapse Meeting Date : 10/31/2014 ‎(3)
  
  
  
 

 

 

 

 Documents Sorted by Topic

 
  
collapse Topic : Agendas & Minutes ‎(10)
HB 4047 TF Agenda 140623a
HB 4047 TF Agenda 140728a
062314 HB 4047 TF Minutes
072814 HB 4047 TF Summary
HB 4047 TF Agenda 140822a
082214 HB 4047 TF Summary
HB 4047 TF Agenda 140926
092614 HB 4047 TF Summary
HB 4047 TF Agenda 141027
102714 HB 4047 TF Summary
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 ‎(6)
Proposed HB4047 Task Force Rules
AAMVA Task Force Presentation 8-22-14
Debit Credit presentation 140822
Business Transformation presentation
DMV Employee Survey results
Possible recommendations for taskforce consideration
collapse Topic : Report ‎(3)
HB4047 Report with attachmentsNew
HB4047 Executive SummaryNew
Recommendation to Director of TransportationNew
(More Documents...)