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Our Recent Projects & Metrics

In alignment with our mission to "Promote tax and motor vehicle law compliance, our vision is to provide valuable customer service by making compliance easier, noncompliance harder, and by protecting sensitive customer information." A key objective in achieving this vision is to enhance the customer experience.  We analyze customer feedback to develop effective solutions for common challenges. Over the past several years, numerous initiatives have been successfully implemented. This page provides a summary of these key projects alongside relevant calendar year metrics.

Come back frequently to see updates!

Annual Statistics - Calendar Year 2025

2026 Legislative Impacts

Utah State Capitol in June

During the 2026 legislative session, we reviewed 951 bills. Out of the 200 that passed, 97 directly affect our agency:

  • 54 bills create extra workload for our team, though we can't assign an exact cost to that work.

  • 43 bills come with specific, documented costs to our budget.

DMV Wait Time Display

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You can check wait times at the big DMV offices! Have you ever broken a bone and wanted to go to the emergency room with the lowest wait time, so you looked it up? Now let’s say you need to go to the DMV. You want to go on your lunch break, but you’re unsure if you have enough time. Wouldn’t it be helpful to have a similar feature to emergency room wait time look ups for the DMV? Well now there is.  In addition to seeing the walk in wait time, it also tells you the wait time with an appointment.

Number of Individual Income Tax Returns Filed

2024

2025

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DMV and TAX Website Redesign

DMV Website View
In June 2022, we launched a survey across all of our websites. This survey focuses on taxpayers' experiences with our websites. Since launching the survey, we have received over 57,000 responses. We used this information to determine that our websites required an overhaul. We began the redesign in May 2024, reviewing all survey responses and top phone call topics to identify the most commonly asked questions. Our customers were telling us what information they needed presented more prominently and clearly on our websites and we listened. We launched the new DMV and MVED websites in May 2025. Rollout for the new tax websites will begin in October 2025. Since launching the DMV and MVED websites, we have received positive feedback acknowledging our efforts and additional suggestions for us to consider as we continue to maintain those sites and roll out the new tax websites. Thank you to all that provided this valuable feedback which will allow us to serve you better!

Number of Vehicle Renewals

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2023

  • On the Spot (OTS Stations) - 1,083,351
  • Renewal Express (Online) - 1,067,890
  • In Person - 570,628
  • Mail In - 17,260
  • Automatic - 6,072
  • Total - 2,745,201

2024

  • On the Spot - 1,124,545
  • Renewal Express - 1,087,837
  • In Person - 600,861
  • Mail In - 17,773
  • Automatic - 6,834
  • Total - 2,837,850

2025

  • On the Spot - 1,138,281
  • Renewal Express - 1,146,432
  • In Person - 588,162
  • Mail In - 18,742
  • Automatic - 3,110
  • Total - 2,984,727

DMV Fee Estimator

Fee Estimator

Have you ever called the Utah State Tax Commission or the Motor Vehicle Division only to hear the message, “We are experiencing a high number of calls; please call back later?” This is unfortunately a common experience for taxpayers, especially during the summer. We asked ourselves, how can we reduce the number of phone calls that are unable to wait in our queue and receive this message? How could we reduce wait times and assist more taxpayers?

First we had to understand why people were calling us. We reviewed call data and determined the primary reason taxpayers were calling was to inquire about vehicle registration cost estimates. After reviewing our website's existing information, we decided the best solution was to create a Fee Estimator. The estimator prompts users to answer a series of questions and then provides the estimated registration costs.

We launched the Fee Estimator in July 2024. Following its launch, inquiries about registration price estimates were no longer the lead topic. In three months it dropped to being the eighth most common topic. As we continue to advertise the Fee Estimator, the topic continues to drop. Currently, it no longer even ranks in the top ten. Reducing calls related to registration price estimates has allowed us to answer more calls that previously could not enter our queues.

For a full article on this project, please see “Taking the Guesswork Out of Car Registration”

Annual Call Statistics

2024

  • Total Calls Received 948,402,
  • Total Calls Answered 826,146
  • Percent Answered ??
  • Average wait time 1 minute 18 seconds

2025

  • Total Calls Received 793,274
  • Total Calls Answered 746,968
  • Percent Answered ??
  • Average wait time 1 minute 54 seconds
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Average satisfaction between After Call Texts and In-Person Survey Responses

4 and a half stars in gold
  • 2024 - 4.35 out of 5 stars
  • 2025 - 4.5 out of 5 stars

Property Tax Education Statistics

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In 2024

  • Number of classes taught for Division of Real Estate appraisal licensing, certification, and State designations- 55
  • Total Number of students attending- 1,089
  • Students completing Division of Real Estate licensing, certifications or State Designations - 63

In 2025

  • Number of classes taught for Division of Real Estate appraisal licensing, certification, and State designations- 55
  • Total Number of students attending- 1,464
  • Students completing Division of Real Estate licensing, certifications or State Designations - 107

Leveraging AI for Agent Efficiency

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Taxpayers have tax questions, and our agents are expected to answer them accurately. We provide them with all available resources, including internal procedures, job aids, our websites, and even their coworkers. While valuable, this information is dispersed across various sources. Previously, there was no single centralized location for our agents to quickly find the answers they needed... until now.  We recently developed a secure, internal-use AI Research Tool for our agents to access, allowing them to have all resources at their fingertips to efficiently answer tax questions.

For example, if a taxpayer calls inquiring about the sales tax rate for a vehicle in Salt Lake City. Our agent would typically need to navigate our website and look up sales tax rates for all localities across the state. They would then narrow their search down to Salt Lake City, but would also need to subtract any impacted community tax in order to determine the correct rate for the taxpayer. However, with the AI Research Tool they can simply input “sales tax rate for Salt Lake City on vehicle sales.” The AI Research Tool will return the rate along with the resources used to generate the answer. This enables our agent to answer the taxpayer's question more quickly and efficiently, as well as with the confidence needed to ensure the answer is correct.

Making Tax Account Applications Online Only

TAP Business Registration Screen

How does one obtain a tax account and why is one needed? In order to collect or remit taxes you must have a tax account. In the past, the process was not straightforward. Applicants had to complete a paper form, TC-69, which was approximately 10 pages long. Although not all pages were always required, it was difficult for applicants to determine which were necessary. We revised the form to condense it to three mandatory pages with optional schedules, aiming to clarify which pages taxpayers needed based on their specific situations. Subsequently, we created an online application option for tax accounts called TAP-Business Registration.

While we saw great success with the online software, a significant number of paper applications continued to arrive. Paper applications took considerably longer to process than the online option due to required manual data entry by our staff once the application was received, human error upon that manual entry (typos), and the discovery of missing information which requires us to contact the customer for clarification. It was taking over three weeks for an application to be processed. We consistently received feedback that this same process, in other states, took significantly less time (often a week or a few days). We collaborated with our staff to develop options for improving processing time. We repeatedly encountered the issue of paper applications simply taking too long to process.

In June 2024, we mandated that all business tax account registration applications be submitted electronically. We provided iPads in our state tax offices for taxpayers to use when applying for their tax accounts. Since implementing this change, our processing time has been reduced to 1-3 days. We are receiving fewer phone calls from taxpayers inquiring about application status and less feedback comparing us to other states. We have also observed a decrease in errors.

Increasing Feedback Channels

Phone text survey
After launching the online surveys in June 2022, we received immediate feedback that proved invaluable for making improvements. We decided to expand our efforts to gather more feedback. In September 2023, we created a QR code survey to be displayed in State DMV and Tax Offices. This QR code enables us to collect feedback on our customers' in-person experience. In July 2024, we developed an SMS (text) survey to be sent to customers upon completion of their phone calls to us. The purpose of this survey is to collect data on phone call service quality. In March 2025, we designed surveys for our tax publications. This allows us to collect feedback on the publications themselves to determine their usefulness to our customers. We continue to seek additional ways to collect customer feedback. We will continue to develop additional surveys for future opportunities and encourage feedback from all that see where improvement is needed.

Training Attendance Soars!

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Taxes can be challenging, right? There are confusing laws regarding questions such as: is this subject to sales tax? What is the tax rate for this type of tax? As a new business owner, what types of tax accounts do I need? What changes occurred for income tax this year? We have always received these, and similar questions daily from both taxpayers and tax professionals. We have also been offering trainings for years, including webinars, workshops, and roadshows, to discuss upcoming tax changes and various tax laws. You can view past webinars online. Although we advertised these trainings, attendance was low. We began offering continuing professional education (CPE) credits to accountants to boost attendance, resulting in a 238% increase! This allows us to distribute information about tax laws, hopefully making taxes a little less complex.

Number of MVED Cases

Our law enforcement officers in the Motor Vehicle Enforcement Division (MVED) conduct investigations regarding motor vehicle crimes, such as odometer fraud, title fraud, and any other motor vehicle fraud related to the automotive industry. We investigate to ensure customers are protected. 
  • 2024 – 15,974
  • 2025 – 11,976
number of MVED cases for 2024 at 11,976 and 2025 at 15,974

Real Property Transfer Survey Now Available Electronically

Property Tax survey screen example
Have you ever received a letter from the Utah State Tax Commission inquiring about a recent real estate transfer? In the past, purchasers would be asked to complete a paper questionnaire and mail it back. We had approximately a 26% response rate, which was reasonable considering the survey is optional. However, since we consistently aim to improve the response rate (and, honestly, how many people have stamps anymore?), we developed an electronic option for the survey. We launched this electronic option in October 2024. Since then, we have seen the response rate increase to 29.5%. This has also freed up our agents' time from manually entering survey responses, allowing them more time to assist with county needs.