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Service Oklahoma cuts wait times 75% and readies digital upgrades, warns of Real ID surge
Summary
Service Oklahoma CEO Jay Doyle told the committee the agency has reduced in-person wait times by about 75%, improved online processing times and is replacing its driver's license system of record to improve reliability and security ahead of the federal Real ID deadline and a July 2025 electronic-liens mandate.
Jay Doyle, chief executive officer of Service Oklahoma, told the Appropriations and Budget Subcommittee that the agency has dramatically reduced customer wait times across its locations, is moving several services online and is investing in a new driver's license system and a more secure credential.
Doyle said Service Oklahoma cut in-person wait times by about 75% over the past year and now publishes live wait times for state-run locations and allows customers to "save their spot in line." He said the agency answered roughly 90% of incoming customer phone calls, lowering average hold time to around two minutes.
Why it matters: Service delivery directly affects millions of Oklahoma residents who need driver's licenses, registrations, and related credentials. Doyle said younger drivers,…
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