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Thank you to everyone who joined in for the State of the Agency address on Wednesday,
July 8, 2026. Whether you were able to attend live or are catching up now, thank you for taking the time to stay informed about where our agency is headed.
Due to technical difficulties during the livestream, a few questions were not answered in real time. Several additional questions also came in after the address ended, so we’ve included responses to those questions below.
For your convenience, the full recording is available here.
Reflecting on Major Milestones
As Jay and Diedra shared, Service Oklahoma is at an important point in our agency's history. In our earliest days, we focused on establishing a new agency and putting the right systems and structures in place to build a strong foundation. Since then, teams across the agency have helped navigate major milestones, from the REAL ID deadline to the launch of Project BOOST.
BOOST is one of the most comprehensive technology transformations ever undertaken by a motor vehicle agency. Through its implementation, we:
- Upgraded our entire motor vehicle system.
- Unified Driver Services and Motor Vehicle Services into one platform.
- Migrated systems to the cloud.
- Replaced technology in more than 270 offices statewide.
- Installed new networks, hardware and payment systems.
- Rolled out a brand-new driver license credential.
The results we've seen in just four months have been significant. Since BOOST launched, nearly 400,000 credentials have been processed. The average credential transaction time has decreased from 16 minutes before BOOST to eight minutes and 26 seconds today. Average customer wait times have also decreased from 32 minutes to 20 minutes, with those numbers still continuing to improve.
Many states transform their systems one at a time. Service Oklahoma successfully modernized multiple major systems in one project. Thank you again for your hard work.
Customer Service and Agency Accomplishments
Beyond BOOST, Service Oklahoma continued to deliver strong results for customers across the state. Last fiscal year, our state-run locations earned an average 4.7-star Google rating, and our customer satisfaction surveys continue to average approximately 4.6 out of 5.
Our work was also recognized nationally through four American Association of Motor Vehicle Administrators (AAMVA) awards, including recognition for virtual reinstatement, government partnerships, communications efforts and charitable giving.
We also continue to expand access to services online. Today, 35% of customers who
take the written drive exam are taking it online, making this service more accessible for
Oklahomans statewide.
Together, these accomplishments show how far Service Oklahoma has come and the momentum we are continuing to gain.
Legislative Highlights
Jay and Diedra also shared several legislative changes that will impact Service Oklahoma, including the longevity pay increase that went into effect July 1, temporary tag changes beginning January 1, 2027, cosmetology and barbering license issuance beginning in July 2027 and authorization to purchase Building 4 at Headquarters, which will occur after the first of the calendar year. They also discussed future credential tracking and expedited credential options.
A Look Ahead
As exciting as the past fiscal year was, we are equally excited about what is ahead.
Service Oklahoma will continue investing in the customer experience and consistent branding across our locations. The Commercial Driver License location off of Reno in Oklahoma City is being remodeled based on best practices from other states, with the goal of expanding capacity and creating a more streamlined customer experience. We are also remodeling several Service Oklahoma locations, including Edmond Licensing and Exam, and moving our Ardmore location to an area that is more convenient for customers.
In addition to our in-person services, we are expanding our digital offerings. In the coming months, Service Oklahoma will launch mobile ID in Apple Wallet, followed by Google and Samsung. We are also continuing work toward a Service Oklahoma app that will give customers more ways to access services, receive updates and manage their interactions with us in one place.
All of this work connects to our next chapter as an agency. Before the end of the month, we will launch Service Oklahoma's Strategic Plan. The plan will outline our priorities, outcomes and measures of success, while helping each team see how their work moves our mission forward.
Every initiative we discussed—from facility improvements to digital services to employee development—supports the same goal: making government easier to navigate while building an organization where people are proud to work.
Follow-Up Questions
Below are responses to questions we received during and after the State of the Agency address.
Employee compensation and career growth
Several questions focused on employee pay. Employee compensation and career growth remain priorities of our agency leadership. The upcoming Strategic Plan includes goals to launch pay for performance, build career pathways for job families and complete an additional salary study to evaluate market competitiveness and ensure employees are fairly compensated for their contributions.
Service locations and access
We received a question about the future of our service center footprint. As part of the Strategic Plan, Service Oklahoma will conduct a statewide footprint assessment to better understand customer demand, licensed operator proximity, facility costs and long-term access needs. The goal is to ensure we're making data-informed decisions about how we serve Oklahomans in the years ahead. No decisions have been made as part of this assessment, and we'll keep employees informed as the work progresses.
Artificial Intelligence (AI) and customer support
There was also a question about how AI may be used in the future. The Strategic Plan includes goals to expand and refine Miles, our public chatbot, evaluate internal AI support tools and use AI to help provide faster, more accurate responses. The focus is on improving service, supporting employees and helping customers get clear answers more quickly.
Digital tools and document guidance
Another question asked whether customers may eventually have access to tools that help
them understand what documents are needed for a transaction. This aligns with the broader direction outlined in the Strategic Plan, including more connected digital experiences, expanded self-service options and tools that make services easier to navigate.
Project BOOST
One question asked about the hardest part of BOOST that may not have been obvious to everyone. As shared during the address, many states modernize one system or process at
a time. Service Oklahoma upgraded the motor vehicle system, unified driver and motor
vehicle services, moved systems to the cloud, replaced hardware and networks statewide, changed payment processing and launched a new driver license credential at the same
time. Completing that work with limited service interruption was one of the most significant accomplishments of the year.
Legislative materials and agency resources
A question also came in about the quad fold document mentioned during the address. Click here to view a copy of last year’s document.
Predicting World Cup
There was also a question about World Cup predictions. While a lot of work went into developing our Strategic Plan, Jay and Diedra did not need quite as much time to make their selections. Diedra has picked France and Jay has picked Argentina. May the best team win!
What’s ahead
We received a question about what's on the horizon in our five-year Strategic Plan and we're excited to share more in the coming weeks.
Thank you for the role you play in serving Oklahomans every day. We are proud of what we have accomplished together and excited for what is ahead.
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