Oregon DMV reports record customer volume and introduces Saturday Real ID services

The Senate Committee on Veterans, Emergency Management, Federal and World Affairs convened on April 22, 2025, to address pressing issues affecting the Oregon Department of Motor Vehicles (DMV). The meeting highlighted a significant surge in customer volume, with DMV reporting an increase from a typical 50,000 customers per week to approximately 55,000. This uptick has placed considerable strain on DMV operations, particularly in high population areas.

The DMV has responded to this challenge by hiring limited-duration staff and implementing various strategies to manage the increased demand. Notably, the agency has expanded appointment slots for Real ID services, which have become a major focus for customers. Recent statistics revealed that nearly half of the customers visiting DMV offices are seeking Real ID services, with a notable number doing so outside of their regular renewal cycles.

To enhance efficiency, the DMV has deployed staff from headquarters to assist with simpler tasks, allowing trained personnel to focus on more complex customer interactions. Additionally, the DMV has introduced "Real ID Saturdays," reopening select offices for half days to accommodate appointments specifically for Real ID transactions. This initiative marks the first time DMV offices have operated on Saturdays since 2011.

Despite these efforts, the DMV acknowledged that appointment availability remains limited, leading to long wait times for walk-in customers. The agency emphasized that current staffing levels have not increased in proportion to the state's population growth over the past 25 years, which has compounded the challenges faced by the DMV.

In conclusion, the committee's discussions underscored the DMV's ongoing efforts to adapt to unprecedented customer volumes while highlighting the need for continued support and potential structural changes to address staffing and operational challenges. The DMV encourages customers to plan ahead and consider their need for Real ID to mitigate wait times and improve their overall experience.