The Division of Research and Innovation evaluated the services that it should provide to its customers and created the following list:

• Advocates by fulfilling customers’ needs by sharing and deploying research results
• Develops options for research problems and works closely with customers by sharing research results and marketing research. 
• Manages research projects for all modes of transportation
• Oversees contract management, quality control and overall project direction of research projects. 
• Provides strategic guidance to its customers
• Collaborates closely with the customer to provide advice as to the strategic direction of their division and the department. 
• Provides technical expertise in nine functional areas
• Keeps in-house technical staff with the capabilities to monitor research projects in specialized areas. 
• Conducts applied research
• Conducts in-house research with technical experts to keep on the cutting edge of new technology.

The Division identified its uniqueness among other divisions as well as with other transportation research organizations nationwide. The following lists those items that make DRI unique:

• Conducts both in-house and contracted research with research as its primary focus
• Utilizes the most qualified researchers on research projects with their specific expertise.
• Offers policy, research and technical support to other divisions/districts
• Supports all divisions/districts by offering strategic guidance, problem solving and technology transfer.
• Partners with external agencies nationwide
• Works continuously to build a nationwide network of transportation research professionals.
• Strives for customer/future focused – long term perspective
• Builds in long-term strategic direction into research that follows the direction of the California Transportation Plan for 2025.
• Conducts high risk and/or high payoff research
• Selects high risk and/or high payoff research projects to benefit transportation systems throughout the nation.