In just a few short years, Service Oklahoma has made significant progress toward the mission it was created to deliver. In 2025, that work translated into faster service, improved access, modernized systems and a stronger focus on the customer experience across driver license and motor vehicle services statewide.
By expanding options, reducing friction and meeting customers where they are, the agency delivered measurable improvements in performance and service consistency across all 77 counties, strengthening public confidence in essential government services.
One of the most visible milestones in 2025 was Oklahoma’s progress toward the federal REAL ID deadline in May. While many states experienced long lines, appointment backlogs and widespread customer frustration as demand surged nationwide, Service Oklahoma expanded access and capacity to meet Oklahomans where they were. As a result, the state moved from roughly 40 percent REAL ID compliance at the start of the year to more than 51 percent by year’s end, all while maintaining consistent wait times and strong customer satisfaction for every Oklahoman who chose to obtain a REAL ID.
“At its core, this year was about listening to Oklahomans and designing services around their needs,” said Diedra O’Neil, Chief Executive of Strategy and Operations. “Our team has shown that government services can be efficient, accessible and customer-focused. I’m incredibly proud of the work happening every day across the state, and we’re just getting started.”
2025 by the Numbers
- 1.2 million customers served online or at Service Oklahoma’s 31 state run offices
- 4.5 percent increase in in-person traffic, while reducing average wait times by nearly 10%
- 4.8-star average Google rating, with more than 3,500 reviews
- Launched a post-visit Customer Satisfaction Survey in September, achieving an average score of 4.7 out of 5 from nearly 4,000 respondents
- Answered almost 400,000 customer calls with call wait times around two minutes
- 88% reduction in paper tags on Oklahoma roads because of the new vehicle pre-registration process
Meeting Demand for the Services Oklahomans Use Most
In 2025, Service Oklahoma continued to see strong demand for its core services, reflecting both everyday needs and the agency’s focus on accessibility. The five most frequently requested services at our offices statewide were:
- Driver License Renewal or Replacement – more than 81,000 transactions
- Standard Class D Drive Tests – more than 80,000 tests administered
- Driver License Written Tests – nearly 76,000 tests completed
- REAL ID Driver License (New or Out-of-State Transfers) – more than 73,000 transactions
- License Suspensions and Reinstatements – nearly 38,000 transactions
To better support customers accessing these high-volume services, Service Oklahoma continued expanding digital options that reduce the need for in-person visits. Online written tests, launched earlier this year, have already been completed by nearly 32,000 Oklahomans, allowing customers to take required exams from home while preserving in-office capacity for other services.
The agency also launched virtual reinstatement visits, enabling eligible customers to complete reinstatement requirements remotely rather than traveling to a physical location. Together, these tools expanded access for rural residents, working families and those facing transportation barriers, while improving overall service efficiency statewide.
That focus on modernization and efficiency earned national recognition. In 2025, the American Association of Motor Vehicle Administrators (AAMVA) honored Service Oklahoma with four regional awards, including the Improvement Through Efficiencies Award, recognizing efforts to streamline operations, reduce on-site time and improve service delivery. Additional awards highlighted the agency’s work in persuasive writing, social media and public awareness.
Service Oklahoma was also recognized by the Center for Digital Government with a Government Experience Project Award for launching its virtual assistant, Miles. Available across Service Oklahoma’s website, Miles provides fast, reliable answers around the clock, helping both customers and staff navigate common questions more efficiently.
Service Oklahoma: Oklahomans Helping Oklahomans
Service Oklahoma’s mission is to ease the stress of navigating government services while providing a best-in-class customer experience. Service Oklahoma provides driver license and motor vehicle services on behalf of the state both online and in-person. Service Oklahoma’s partnership with licensed operators (formerly tag agents) provides essential services in all 77 counties at 270+ locations across the state.
