Press Release

FOR IMMEDIATE RELEASE

January 4, 2024

OKLAHOMA CITY, OKLA. -- Service Oklahoma piloted a new check-in system for the last three months which combined with staffing changes and available online services resulted in a 64% decrease in average customer wait time in December compared to the previous year. 

Now, the new check-in system has been launched at all 30+ Service Oklahoma Licensing and Exam locations and takes away the need for customers to show up early. The new system works like a restaurant’s waitlist, making it easy for customers to save their spot on the day of their visit – no appointment required.

With the new streamlined system, customers will simply check into the virtual queue on the day of their visit to save their spot, then have the freedom to carry out any of their daily responsibilities with the ability to check their place in line and return before it’s their service time. Early results indicate Service Oklahoma can better manage customer expectations by giving them an estimate of when to arrive for their service.

“We want to provide a great customer experience and part of that is reducing the amount of a time a customer waits at a Service Oklahoma location before their service,” said Jay Doyle, Chief Executive Officer of Service Oklahoma. “As the system continues to learn service patterns it can better estimate the time a customer needs to arrive to be seen.”

The previous appointment-style system for driver license and motor vehicle services proved ineffective due to limitations on the number of citizens that could be seen in a day, rigid 30-minute time slots, and difficulty accommodating variable service durations. Historical numbers for the old system show it was not designed to efficiently serve Oklahomans.  

“The no-show rate for Service Oklahoma appointments across the state was between 40-50%, making it difficult to prepare for daily volumes and balance appointments with walk-in traffic,” said Doyle. “Ultimately, the old system led to scheduling challenges and customer delays.”

Additionally, walk-ins were turned away due to capacity limitations set by the appointment system. The new check-in system aims to address these issues for a more efficient and inclusive service experience. 

Coming early 2024, Service Oklahoma will launch a live wait time map with the ability for customers to check into the system from their home.

The new check-in system combined with Service Oklahoma’s customer-friendly website featuring multiple online services, an increase in staff, and the opening of a dedicated Drive Test Center (7705 S Walker in Oklahoma City) have all led to the dramatic decrease in customer wait time. Customers can pick from a variety of high-demand driver license and motor vehicle services that can now be done online and are optimized for mobile devices.

Service Oklahoma encourages all customers to visit service.ok.gov to prepare for their visit or get started with any online and digital services.