Superior Service, Secure Credentials, Saving Lives

Virginia’s MOST TRUSTED service  provider

Trustworthiness – Inspiring the confidence of others through our reliability, dependability and honesty

Respect – recognizing and appreciating the value and importance of other individuals and the agency

Accountability- taking ownership for our actions and decisions

Integrity- always doing the right thing

Teamwork- working together to achieve common goals

The Department of Motor Vehicles (DMV) issues a wide variety of transportation and tax-related credentials and products for individuals, government agencies, and businesses. The agency collects state transportation revenues and enforces motor vehicle laws. Additionally, DMV actively works with localities, state agencies, higher education institutions, and non-profit organizations to address Virginia’s most pressing highway safety issues through the administration of federal transportation safety grants

DMV will continue initiatives to transform the provision of services to customers with upgrades to customer service centers, modernizations of information technology systems, partnerships with other state agencies, and increased service options. 

Ongoing agency initiatives to reduce IT, postage, printing, and telecommunications costs have successfully helped DMV manage its budget. IT improvements made during the pandemic allow more transactions to be conducted online, providing savings to both DMV and customers.  The new EZ-Haul program provides more self-service options for users of overweight permits. 

DMV expects increased customer demand for REAL ID compliant credentials as the date for federal enforcement arrives on May 3, 2023.  Originally, October 1, 2020, marked the date that Virginia citizens would no longer be able to use their legacy driver’s license and identification cards for access to federal facilities and domestic flights.  The pandemic shifted the enforcement date back to May 3, 2023.  Since REAL ID compliant credentials became available on October 1, 2018, DMV has issued over 2.6 million compliant driver’s license and ID cards. 

DMV will continue to increase enforcement and promote the collection of revenue for the Commonwealth through a variety of enforcement tools and dedicated law enforcement resources. DMV will continue to license and regulate for hire motor carriers and enforce compliance with various motor carriers and size and weight requirements.  DMV will maintain its high collection rate, maintain support to localities through the Vehicle Registration Withholding program, and enforce fuels tax collection though its dedicated law enforcement personnel.

DMV operates Virginia's Highway Safety Office with a deliberate focus on reducing fatalities in partnership with law enforcement, non-profits, and other state agencies to pursue this effort. DMV will roll out enhancements to the traffic records system and use its data to apply resources to target areas for the Commonwealth.

Major IT investments underway include:

Mainframe Replatforming: DMV is working to replatform all of its mainframe technology applications, bundled in a complex system called the Citizen Services System (CSS), which is the backbone for all DMV transactions, data exchanges, revenue collection/reconciliation functions for every individual and entity with which DMV interacts.  CSS currently resides on a Virginia Information Technologies Agency (VITA) supplied mainframe that has been classified as obsolete and the contract for which will expire in 2024.  The estimated $40 million project will move CSS from the mainframe to a more modern and widely-used Windows platform and convert the Software AG Natural code and database to a new software language and database structure. 

Improved web and mobile service solutions: DMV is revamping its website to provide better functionality and ease of use.

Like many organizations across the United States, DMV has seen additional retirements and turnover due to the pandemic.  At the same time, the competitive employment market makes it difficult to find and retain employees.  In 2021 DMV increased the minimum salary level to $15 per hour, and has increased pay for customer service center positions. 

Strategically located, well-maintained facilities are critical to DMV’s ability to provide driver, vehicle, and motor carrier services to its customers. DMV's owned customer service centers range in age from 23 to 46 years. The motor carrier service centers range in age from 25 to 65 years. DMV facility inspectors visit all locations at least annually and inspectors recommend needed repairs/replacements as a result of facility inspections, repair history (based on maintenance records maintained by DMV) and age.  

As Virginia's population grows, DMV must make strategic changes to some of its service delivery outlets. Of particular interest, Northern Virginia and the Hampton Roads regions will require relocation or expansion of existing facilities in order to meet service demands. However, these needs must be balanced against an environment of limited resources. As such, the agency is maximizing the value of existing space and only seeking additional space as is absolutely necessary. Capital projects related to physical plant focus on renewal/renovation of existing, owned facilities and our responsibility to provide ongoing maintenance in order to extend the useful life of these structures and their associated building systems as well as site improvements.

DMV will open its first new build CSC since 1999 in Fairfax County when the Braddock Road CSC opens in 2023.

Several factors will have a significant impact on the agency over the next four years. DMV’s focus is on managing and improving performance in order to mitigate these risk factors.

DMV has a diverse portfolio of product offerings and the agency needs employees who match that demand. As the labor market has tightened nationwide during the pandemic, DMV has found it increasingly difficult to recruit a qualified workforce and then retain those quality employees, often finding itself competing for workers with fast food restaurants.  In response, in September 2021, DMV increased the minimum wage in the agency to $15 per hour, exceeding the 2020 General Assembly’s minimum wage directive by over four years. At a cost of more than $1.7 million per year, this investment in improved salary/hourly wages and benefits is aimed at attracting quality job seekers who then invest themselves in the agency. However, continuing to keep pace with rising private sector wages will strain the agency’s financial resources, which are largely supported by taxes and fees set at fixed amounts that do not respond to market changes.

The Department of Motor Vehicles (DMV) resources come from a mixture of special funds. The major operating fund is the Motor Vehicle Special Fund (0454) which derives its revenues from fees and taxes as specified in the Motor Vehicle Code of Virginia. These funds are dedicated to DMV’s operational and capital costs. Several other special funding sources are available to DMV through the Appropriation Act and are for specific use. These include the Motor Carrier Fund, Highway Maintenance and Operating Fund, Uninsured Motorist Fund, Motorcycle Safety Fund, and the Federal Trust Funds.



DMV also provides financial aid to localities, other state agencies, and non-profit organizations through Federal Trust Funds, which support the state’s Highway Safety Program. DMV also collects taxes and distributions made from the Regional Motor Fuels Sales Tax and the Mobile Home Sales and Use Tax Fund.

One of DMV’s important responsibilities is collecting a variety of fees, fines, and taxes for transportation-related activities. Most of these funds flow directly to accounts outside of DMV and are thus not reflected in the DMV budget. Monies collected by DMV primarily provide funds for the construction of new highways and the maintenance of Virginia’s existing highway infrastructure. DMV’s revenue collection was $3.7 billion in FY 2022.

The following statistics provide a comprehensive snapshot of the magnitude of DMV operations.

The agency expects to see modest, but steady growth in its customer base as Virginia’s population grows. Long term, the agency anticipates an increased reliance on technology to facilitate the completion of transactions with the public, as the public becomes more comfortable with technology. In addition, as the population of Virginia undergoes demographic changes, DMV must adapt and ensure its products and services meet our customers’ needs.

DMV’s most visible and widely used products and services include driver, vehicle, and motor carrier credentialing, and revenue collection. During fiscal year (FY) 2022, the agency:

• Conducted 12.5 million vehicle transactions,


• Conducted 4.0 million driver’s transactions, and


• Collected $3.7 billion in revenue.

DMV operates 75 full-service customer service centers (CSCs); 13 fixed, 12 mobile, and 3 permanent turn-out motor carrier service centers (MCSCs or “weigh stations”), and 5 mobile infrared inspection systems (IRIS).  DMV also brings service directly to customers statewide through 14 DMV Connect mobile teams.  A 76th customer service center will open when construction is completed on a new Smithfield CSC in 2023.

DMV offers more than 50 services on the Internet at www.dmvNOW.com. Customers also receive services over the phone, through the mail, and from 57 DMV Select agents which are local governments and private businesses around the Commonwealth that contract with DMV to provide vehicle-related services.

The agency will continue to make changes in how it delivers its products and services. The reasons include changing requirements related to national security, customer demands for easier access to services, limited funding levels, increased complexity in DMV’s work, and technology advances that allow greater access to data coupled with a need for increased data security. DMV anticipates and is prepared for more products to be delivered by preferred service (primarily electronic) delivery channels.

Through the transformation effort, DMV is improving customer service through all of its service channels, including its CSCs, call center, website, and mail operations.  DMV is focused on improving customer wait times and serve times at its CSCs and call center, and processing times for service through its other outlets. Since the agency encourages use of its mail and internet outlets (referred to as Preferred Services) for specific services, it also tracks the proportion of transactions conducted through these channels compared to the more resource-intensive in-person channels.  It also monitors financial performance through activity-based costing. The success of safety programs is measured by looking at the state’s seat belt usage rate and fatalities resulting from motor vehicle crashes. Significant performance indicators are listed below. To meet customers’ needs and achieve these objectives, DMV has rolled out an array of low cost service options to conduct business with the agency. These include E-ZFleet, E-Z Reg, Troops to Trucks to streamline credentialing for military and veterans, and DMV Connect to support prisoner re-entry initiatives and services in communities.

DMV delivers solution oriented customer service in a professional and consistent manner that customers can rely on to conduct transactions and business that is critical to their needs.

In a legal and regulatory environment that is constantly changing, DMV strives to empower our customers with the nation’s most robust DMV service delivery operation.

•  Implement metric-based management.
• Enhance employee training.
• Optimize use of available queuing system functionality and features to streamline CSC operations.
• Implement a multi-tiered customer feedback program.
• Further automate DMV work processes.

While DMV will continue to improve the customer experience for in-person service, many customers desire to conduct their transactions on their own time, using their own devices

•  Expand capability for customers to start their transactions online at home or from anywhere prior to visiting a DMV office.
• Explore options to enhance service to CSC customers with more complex transactions

DMV’s customers deserve prompt, courteous, and accurate service when interacting with staff at customer service centers and the customer contact center.

•  Reduce time-to-hire for critical agency positions.
• Standardize onboarding process for customer service staff.
• Optimize agency staffing levels.
• Implement a comprehensive employee recognition and incentive program.
• Implement an employee feedback program.

DMV will address customers’ needs during the first visit, eliminating any need for return trips to complete transactions.

•  Implement a redesign of the DMV website.
• Enhance customer awareness of the documentation and information required to conduct DMV transactions.
• Enhance CSC wait time information available to customers.
• Streamline and tailor CSC customer check-in and in-take processes for customers with and without appointments.

A safe and efficient highway system is critical for transporting motorists and goods to their destinations. Protection of cyclists and pedestrians is also an important component of the highway system. Informing motorists about safe driving practices, coupled with programs targeted at removing unsafe drivers helps reduce crashes, thereby saving lives and preventing injuries.

Through the provision of state and federal funding, DMV will focus a statewide effort to decrease the number of traffic fatalities and serious injuries

• Provide enhanced analysis and problem identification through various data sources and technology

• Implement highway safety projects that creatively incorporate and support statewide goals and that have the ability to transfer to other jurisdictions

• Conduct high visibility enforcement to uphold Virginia’s traffic safety laws

• Conduct statewide training initiatives

• Provide federal funding to support statewide initiatives

•  Monitor and evaluate programs for effectiveness

• Conduct education and awareness campaigns that inform the public of safe driving behaviors

• Monitor and evaluate highway safety related laws i.e. Mature Driver and Moped

DMV collects transportation-related revenues from a wide variety of sources to provide funds for the construction of new highways and the maintenance of the existing highway infrastructure. Individuals and businesses expect efficient and convenient payment options. Recipients of funds require accurate projection of revenue streams and prompt disbursement of funds.

DMV will efficiently collect and accurately account for revenue from all service outlets and transaction methods. Revenue will be distributed and reported in accordance with applicable directives and the agency will adhere to prompt pay requirements.

• Accurately collect, verify and transfer revenue from all sources

• Promote low-cost service options for transactions that are suited for those service options

• Maintain Payment Card Industry (PCI) and Data Security Standards (DSS) compliance

DMV’s Customer Service Operations manages DMV’s three main in-person channels that customers utilize to access DMV. DMV’s 75 Customer Service Centers (CSC) provide face-to-face interaction to process customer transactions.

DMV's telephone service center, DMV Direct, responds to the inquiries of the general public, business, and DMV Customer Service Centers. DMV Direct strives to assist calling customers (external as well as internal) with resolution to their inquiries.

DMV Selects provide an alternative to visiting a DMV customer service center for many vehicle related transactions. Local governments and private entities contract with DMV to provide select DMV transactions in a secure environment.

DMV’s Customer Service Operations aligns with the agency’s mission through the issuance of secure credentials and providing exceptional customer service. Specifically, customer service operations support DMV’s mission and goals by enforcing motoring and tax laws as they relate to motor vehicle titling and registration and driver licensing; and the issuance of credentials including driver licenses, ID cards, vehicle titles, and vehicle registrations.

DMV’s Customer Service Operations ensures the safety of the motoring public by enforcing driver licensing standards, including the testing and licensing of people to operate motor vehicles on the state’s highway system and specifying any conditions pertaining to the operation of a motor vehicle (operator, commercial or motorcycle). Testing and licensing is conducted for learners' permits and for operators of motorcycles and commercial vehicles. Identification cards are issued to residents who do not have a driver’s license but can provide proof of identity and residency. Customer Service also collects revenue in addition to performing essential credentialing for vehicle regulation including: vehicle titling, vehicle registration and the issuance of license plates and decals.

Customer Service Operations Service Area is funded from special funds generated from fees and taxes, primarily the Motor Vehicle Special Fund (0454).

Regulation and Enforcement includes those activities involved in the administration and enforcement of the motor vehicle and tax laws and regulations of Virginia. The department operates its enforcement and auditing programs to ensure the Commonwealth accurately and fully collects revenue. The department also works with local governments on the Vehicle Registration Withholding (VRW) and Local Vehicle Registration (LVR) program to ensure collection of local tax revenue.

This service area aligns with the agency’s mission and goals through the administration and enforcement of the motoring and tax laws and regulations. It includes titling and registration of motor vehicles, governing driver licensing, issuance of ID cards, insurance coverage and operation; collecting transportation-related revenue; managing data and disseminating information; providing transportation safety services to promote safe operation of motor vehicles on Virginia’s highways; provide information to customers about the requirements for titling, registering, insuring and operating motor vehicles in Virginia; and serving as a portal for other government agencies through programs such as the vehicle registration withholding program which allows localities to prevent the reissuance or renewal of vehicle registrations resulting from unpaid property taxes and parking violations.

Regulation and Enforcement is responsible for collecting motor vehicle fuels faxes and auditing returns to ensure compliance with Virginia laws. Through this service area, DMV conducts investigations, issues citations, authorizes overweight vehicles and sets their routes.

Regulation and Enforcement Service Area is funded from special funds generated from fees and taxes, primarily the Motor Vehicle Special Fund (0454). In addition, an appropriation is available from the Uninsured Motorist Fund (0700) as a funding source and Motor Carrier Fund (0455). There are several funds which are dedicated for special purposes. The Federal and State Forfeiture Funds (0429, 0430) are part of the Federal Equitable Sharing Agreement to be used for law enforcement purposes in accordance with the statutes and guidelines that govern equitable sharing, and as specified in the equitable sharing request (either a DAG-71 or a TD F 92-22.46) submitted by the requesting agency.

DMV’s Motor Carrier Service Operations provides the roadside environment and staff to monitor trucks for compliance with state and federal statutes and regulations pertaining to size, weight, commercial vehicle safety, and credential requirements.

DMV’s Motor Carrier Service Operations aligns with the agency’s mission through the regulation and credentialing of motor carriers and operating the agency's weight program.

Motor Carrier Service Operations is responsible for carrying out Virginia's responsibilities under the Uniform Carrier Registration program (UCR), the International Fuels Tax Agreement (IFTA), and the international Registration Plan (IRP).  

An appropriation is available from Highway Maintenance Operating Fund (HMOF 0410) specifically to support the Weigh Station Program.

Highway Safety Services coordinates effort to reduce crashes, injuries, fatalities and associated cost by identifying transportation safety issues and developing and implementing effective integrated programs and activities

DMV’s Highway Safety Office aligns with the agency’s mission to save lives. Specifically, DMV’s Highway Safety Office supports DMV’s mission and goals by managing and overseeing Virginia’s highway safety program to include providing federal funding to support local and statewide efforts to reduce the incidence of crashes, injuries and fatalities.

DMV’s Highway Safety Office manages and oversees Virginia’s highway safety program to include providing federal funding to support local and statewide efforts to reduce the incidence of crashes, injuries and fatalities.

The major services provided by the Highway Safety Office include:  Collecting, maintaining and analyzing crash data and related highway safety information, providing problem identification to assist communities in targeting their transportation safety issues, and administering federal transportation safety grant programs. Additionally, the office directs the developing and implementing of effective, integrated programs and initiatives to address traffic safety concerns, and tracking and supporting federal and state traffic safety legislation and initiatives.

Highway Safety Services is funded by a mixture of funding sources. Special funds generated from fees and taxes, primarily the Motor Vehicle Special Fund (0454) are used for DMV’s operational expenses. The Motorcycle Safety Fund is dedicated specifically to support the Motorcycle Safety Program and is funded by the fees charged for motorcycle credentials. The Federal Trust Fund’s resources come from federal awards through NHTSA, FMCSA, & FHWA, and are used for issuing reimbursement grants to Localities, State Agencies, and Non-Profit organizations.

Administrative and support services units provide the organizational infrastructure which allows the operational units to function. Most services are generic to agencies including management oversight, budgeting, accounting, human resource management, legislative services, procurement and general services, communications and public affairs, and internal audit. These support units provide planning and support in the development and implementation of motor vehicle policies and operational programs

By providing the organizational framework which allows the program units to function, the administrative and support services units contribute to the achievement of all of DMV’s programmatic and strategic goals, the agency’s core functions, and ensure that the agency operates with efficiency and effectiveness.



Core Functions:

• Enforce motoring and tax laws

• Issue credentials

• Collect transportation-related revenues

• Manage data and disseminate information

• Provide transportation safety services

• Serve as a portal for other government agencies and services

The General Management and Direction Service Area provides overall oversight for the agency’s activities. It sets the agency’s future through the strategic plan process and provides administrative support for the agency’s operations.

The General Administration & Support Service Area is funded from special funds generated from fees and taxes, primarily the Motor Vehicle Special Fund (0454).

Provides project management, application development, and systems support services to DMV business users as well as our external business partners.

Information Technology Services provides technology support, services, and solutions to support the agency mission.

IT Services provides technology program and project support, IT investment management, security oversight and application development and support.

The Information Technology Service Area is funded from special funds generated from fees and taxes, primarily the Motor Vehicle Special Fund (0454).

The Facilities Services and Planning Administration (FSPA) manages the Facilities and Grounds Management service area. FSPA programs that indirectly support all DMV core functions include: maintenance and renovations to all 75 customer service centers (CSCs), 13 motor carrier service centers (MCSCs), 9 commercial driver’s license (CDL) test sites, DMV Direct, and construction of new and replacement facilities (leased and agency owned). FSPA also oversees the administration of facilities related non-professional and professional services contracts for the agency, the management of the agency emergency operations plan, risk management plan, facility lease program, and fleet transportation program. FSPA directly supports the following core functions: Transportation Safety Services - through the fleet transportation services program, portal for other government agencies and services – through cooperative contracts administration

DMV’s facilities and grounds management aligns with the agency’s mission. Specifically FSPA supports DMV’s mission and goals through: property acquisition and disposition, facilities maintenance, construction and renovations, management of the agency’s emergency operations, risk management, and fleet transportation services.

Facilities and Grounds Management Services ensures all facilities needed to perform driver, vehicle and motor carrier services are well maintained and replaced/repaired as needed. Facilities and Grounds Management also manages the agency risk management and fleet transportation programs.

The Facilities Service Area is funded from special funds generated from fees and taxes, primarily the Motor Vehicle Special Fund (0454).