Gear Shifts

One frequently mentioned improvement during user feedback sessions was simplifying the credential issuance process. In BOOST, issuing a Class D credential will require fewer steps and follow a more intuitive sequence—making it easier for staff to stay focused and avoid errors. This new approach not only reduces training time it also creates a smoother customer experience while serving a customer with fewer clicks.

What’s new:

• Step-by-step guidance for original issuance

• Pre-validation for key eligibility fields 

• Built-in ID verification prompts

In the current system, customers have to request that their license be reinstated, even after they have met all the requirements. BOOST eliminates this extra step. Once all sanction requirements are met, documents are submitted and applicable fees are paid, reinstatement happens automatically behind the scenes.

What’s new:

• No manual reinstatement request required from the customer
• System triggers automatic reinstatement
• Fewer add-on sanctions expected due to faster processing

BOOST will also introduce the State-to-State Verification Service (S2S) which helps verify credentials across participating states in real time. This prevents duplicate records and strengthens identity security. Customers will only be allowed to hold one credential, either a Driver License or a State ID, regardless of whether it’s REAL ID-compliant or not. If a customer currently holds both, examiners will assist them in choosing one credential to continue with.

To strengthen fraud protection, BOOST will now send two letters when a customer updates an address online—one to the old address and one to the new one. The system will delay the mailing address change for 10 days to allow time for the customer to receive notice by mail. Manual review will only be required if fraud is reported, and if so, Service Oklahoma will revert the address back to the original.

BOOST will make reinstatement more convenient than ever. Customers will be able to upload reinstatement documents and pay any outstanding fees online, eliminating the need for a separate portal. Each submission automatically creates a work item in BOOST for a compliance officer to review and complete, keeping the process streamlined and transparent.

Say goodbye to manually searching for customer contact forms. When a customer submits a request, a work item will now be created in BOOST for review and response. If the customer’s information matches an existing record, the work item will automatically connect to that record, giving phone agents visibility into the issue. This change improves response times and helps track common request types more efficiently.

Requests will no longer be manually submitted. If a Credential or Disability Placard Application Tracker shows a status of “Returned to Service Oklahoma,” customers can now provide a forwarding address directly. A work item will be generated for the Processing Team to forward the mail, reducing response times and call volume. This update gives customers a faster, more reliable way to get what they need without waiting for manual processing.

One of the most noticeable improvements coming with BOOST is a simpler, faster online renewal and replacement process for driver licenses and ID cards. This change maintains strong security while making online services easier and faster for customers and reducing the number of steps staff need to take behind the scenes.

What’s new:

• No more selfie submission for online transactions

• BOOST will use two-factor authentication and identifying information to securely confirm identity. 

• Customers will securely receive a printable temporary credential to use immediately while they wait for their new card to arrive.

• Customers will be able to log in and view their license status anytime.

When a 15-year-old applies for a permit, they’ll only need to show their receipt as proof of enrollment in Parent-Taught Driver’s Education. Examiners can then help complete the parent-taught application directly in BOOST. Because BOOST automatically records the parent’s approval, a separate approval letter is no longer required.

Note: If the approval isn’t yet in BOOST (for example, if the student enrolled before the system launch), the instructor approval letter may still be needed.

When BOOST launches, customers will no longer need to provide fingerprints during an in-person issuance. This change removes an extra step that was often difficult to capture and slowed down the process. It’s a win for both customers and examiners, making transactions faster and smoother.

Note: Fingerprints will continue to be collected until BOOST goes live. Once BOOST launches, finger image comparisons will be discontinued.

Renewal by Mail applications will now be managed by Central Processing. Payments will be deposited in BOOST before the request is reviewed. If an application is rejected, a refund will be issued rather than returning the original payment. This change provides an extra layer of accuracy and ensures payments are handled consistently and securely.

New updates in BOOST help protect customer privacy and ensure accurate records. Only leads and leadership will have access to add, change or remove emergency contacts through the Emergency Contact tab on the customer springboard. If an emergency contact wishes to change or remove themselves, they’ll need to verify their identity by sharing information about the customer or showing proof of identification. Once verified, a lead can complete the change in BOOST.

Previously, disability placards could only be requested in person at the OKC-Classen location at SOK Headquarters. BOOST expands access by allowing applications at any Service Oklahoma licensing and exam location, with improved verification and a smoother process for customers and staff alike.

What’s new:

• Applications accepted at all SOK Licensing and Exam locations

• System runs a verification check for duplicates 

• Placards are provided immediately at the OKC-Classen location or the placard will be mailed