The Driver License Division of the Department of Public Safety has been working toward implementation of a Driver License Reengineering project. This effort is designed to replace an existing legacy system which can no longer be supported through today’s technology. This new driver license system eliminates the significant downtime experienced by customers due to antiquated and inoperable equipment and also allows the Department to streamline the driver license issuance processes.  To further enhance services provided to the public, the Department offers the opportunity for individuals to renew, change addresses, and obtain duplicate driver license and/or ID cards through the web at www.TexasOnline.com. 

Earlier this summer, the Driver License Division established a “Customer Service Initiative” working group to identify ways to remedy concerns expressed by the public about the driver license issuance process.  As the Department conducts approximately 5 million driver license transactions a year, the focus of this initiative is to not only provide solutions to ensure customers notice an improvement in the driver license issuance process, but to provide goals that would assist the Department in providing exemplary customer service through a long term effort. 

A recent recommendation by the Sunset Advisory Commission is to transform driver license services to a “civilian business model” with a goal to further streamline and enhance driver license services provided to the citizens of the state. The Department is currently reviewing their processes to facilitate migration to a business model that would ensure the citizens of the state20receive more efficient customer service. 

The Department is also seeking support from the Texas legislature to fund a number of these and other initiatives which, if appropriated will also have positive impact on the driver license process. The Department is committed to provide “exemplary” customer service to the citizens of this state at all times. 

 Judy E. Brown
Chief, Driver License Division
Texas Department of Public Safety