Division of Motor Vehicles
TLRC Update
October 3, 2023
Heidi Humphreys, Executive Director, DOR
Electra Bustle, Senior Director, DMV
Rosalie Johnson, Deputy Senior Director, Motorist Services
Agenda
● DMV Overview
● Building on Success
● The Road Ahead
● Legislation Update
● Questions
Mission
Provide motor vehicle, driver and
identity services that promote public
safety, trust and confidence
Vision
National leader in innovative,
customer-focused service
Guiding Principles:
Value-driven
Proactive
Strategic-thinking
We continuously drive excellence and improvement by:
● Living our Core Values
● Being One DMV
● Making our employees’ work environment the best it
can be
● Leveraging technology and finding innovative ways to
serve all customers
● Strengthening public safety education and consumer
protection
● Enhancing our relationships with our partners and
stakeholders
● Measuring what matters
Mission, Vision & Guiding Principles
DMV Overview
Driven to Serve!
Organization
Key Stats
● Long Bill FTE: 540
● Long Bill Appropriation: $68.6M
● Revenue to the State: $687M
Department of
Revenue
Executive
Director
Specialized
Business Group
Lottery
Division
Division of
Motor Vehicles
Taxation
Division
Marijuana
Enforcement
Division
DMV by the Numbers FY23
3,426,662
TOTAL CREDENTIALS WITH
ORGAN DONOR DESIGNATION
7,246,067
Driver’s License
Infographic - 35 offices, 5
mobile units including
DMV2GO, 6500/appts per day,
steal a few numbers from the
“DMV by the Numbers” slide
Appointment Wait Time: < 7 business days
Customer Duration Time: 19 minutes
Avg. Customer Satisfaction Score: 3.7 out of 4.0
Staffing Concerns
Driver Control (Driving Records)
Administrative Services
• Cashiering/Mail Services
Traffic Safety
• Process crashes, citations, revocations &
reinstatements
• Ignition Interlock Program
Operates DMV Main Call Center
• 400,000 calls/year
• Call Wait Time: 4 minutes
$4,263,309 cashiering deposits
77,780 citations processed
2,319,131 pieces of mail
processed
1,896,005 records digitized
Vehicle Services
Titles and Registration
• Operational support to county motor vehicle offices
• Audit title paperwork & customer call center
• Supplies license plates, tabs, persons with disabilities placards
Additional Programs
• Manages International Registration Plan (IRP) for interstate trucking
• Special Mobile Machinery and Electronic Vehicle Title and Registration Programs
• Licenses and audits vehicle emission-testing facilities
● CRS 42-1-210 (1) (a) (I): County Officials serve as
authorized agents for the registration of, titling of, or filing
of liens on motor vehicles, wheeled trailers, semi trailers,
trailer coaches, special mobile machinery, and off-highway
vehicles.
● Provide Titling and Registration Services in 111 Offices in
all 64 Counties
■ Completed 5.96M Motor Vehicle Transactions in FY23
● Provide Driver License Services in 13 Counties
■ Completed 95,195 Driver License Transactions in FY 23
County Partnership
Motor Vehicle Investigations Unit
Motor Vehicle Investigations Unit (MVIU)
• Investigates alleged fraud related to motor vehicle systems/records
• 10 FTE with 6 criminal investigators
Law Enforcement Communications Center (LECC)
• Point of contact for law enforcement/government agencies
• 12 FTE operate 24/7/365
Workload
• 15 % increase over last four years
• 352 law enforcement referrals & 14k calls received last year
Year Total Cases
FY23 776
FY22 641
FY21 669
FY20 691
FY19 699
Building on Success
License Plate Highlights
150th Anniversary License Plates
• Two winning designs
• 4,710 Under 13 sold
• 2,413 Over 13 sold
• On sale now until July 2027
Historical License Plates
• Explosive sales of Historical Black License Plate
• 101,266 sold since January 2023
• Already the 2nd most popular in the state
• Benefits Colorado Disability Funding Committee
Over 13 winner
Under 13 winner
1945 Historical Black LP
Increasing Accessibility
@HomeTesting
• Offering Accessible Service to Customers
• 20% of total written test taken with @HomeTesting
• 56% tests during non-business hours
PockeTalk
• 82 Languages
• Remove Language Barrier
• Available in all State Driver License Offices
DMV2GO
FY23
● Traveled 70,387 miles
● Attended 579 events
● Received 118 requests for assistance
● Issued 6,199 documents
The Road Ahead
Modernizing Systems
DRIVES Upgrade
Customer Feedback Tools
• New software to collect and analyze feedback from all service points
• Enhancing DMV’s ability to identify issues and make appropriate changes
Rollout and
Stabilization
User
Acceptance
Testing and
Training
Development
Feedback,
Planning, and
Preparation
Pre-Work
(Technical)
Ongoing Communication with Impacted Stakeholders
July 2024 January 2025 March 2026
Leveraging Technology
Electronic Vehicle Title & Registration
• Allows dealers to title and register vehicles at point of sale through an
authorized software vendor
• 3 approved software vendors, 118 dealers/businesses
• 6,637 transactions completed in 58 counties to date
Mobile Driver License (mDL)
• Secure, electronic credential accepted by the TSA
• Active on Apple now, Google in the near future
• Over 140,000 current enrollees
Leveraging Technology
Kiosk Program
• Motor Vehicle Transactions
• Renew registration, duplicate reg/tabs, check title status
• Current
• 57 kiosks
• 12 Hosting Counties
• 34 Participating Counties
• Found in County Clerk & other Gov’t offices, King Soopers
• Future
• Adding 5 Kiosks in New Host Counties
• Adding 12 New Kiosk Participating Counties
Residents in the above counties may
use any kiosk in the state
Public Safety & Consumer Protection
Advancing Transportation Safety Program
• Unified approach to transportation safety
• Safe driving
Pump the Brakes on Fraud - https://dmv.colorado.gov/fraud
• Building awareness of identity theft/motor vehicle fraud
• Website offers best practices, reporting guides, and more…
Legislation Update
2022 Legislation
SB21-249 Keep Colorado Wild Annual Pass
HB22-1004 Driver License Fee Reduction
HB22-1043 Motorcycle/Autocycle Definitions
HB22-1088 Peace Officer Status for Certain DOR Employees
HB22-1150 Eliminate Signature Requirements for Certain
Citations
HB22-1254 Vehicle Taxes and Fees Late Registration
HB22-1351 Temporarily Reduce Road User Charges
HB22-1388 Vehicle Registration & Certificate of Title
SB22-009 Recertification & Theft of Catalytic Converters
SB22-055 Alcohol Monitoring for Impaired Driving Offenders
SB22-108 Altered Truck Weight Documents
SB22-139 Juneteenth New State Holiday
SB22-204 Repeal Fed Gov Confirm Status for ID
SB22-217 Programs that Benefit Persons with Disabilities
HB22-1014 Epilepsy Awareness LP
HB22-1103 Delta Sigma Theta LP
HB22-1154 Colorado Rotary LP
HB22-1241 Court Appointed Special Advocates LP
SB22-107 Pikes Peak International Hill Climb LP
SB22-190 US Space Force LP
2023 Legislation
HB23-1014 Yield to Larger Vehicles in Roundabouts
HB23-1102 Alcohol & Drug Impaired Enforcement
HB23-1123 Move Over or Slow Down Stationary Vehicle
SB23-028 Penalty for Commercial Vehicle Offenses
SB23-097 Motor Vehicle Theft/Unauthorized Use
SB23-251 Revoke DL Appeal Attorney General
HB23-1022 Registration of Vehicles in Fleets
HB23-1267 Double Fines Speeding Trucks on Steep
Grades
HB23-1272 Tax Policy that Advances Decarbonization
SB23-012 Commercial Motor Carrier Enforcement
Safety Laws
SB23-049 SMM Registration Exemption
SB23-276 Modifications to Laws Regarding Elections
HB23-1265 Born to Be Wild LP
SB23-025 In God We Trust LP
SB23-145 Stegosaurus LP
SB23-212 US Navy Seabees LP
Questions?
Please Visit the DMV Website:
https://dmv.colorado.gov/
Electra Bustle, DMV Senior Director
electr[email protected]
Rosalie Johnson, Deputy Senior Director, Motorist Services
Jimmy Reed, DOR Legislative Director
jimmy[email protected]
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