Tuesday, January 16, 2018

Empowered employees improve MVD customer service


By Doug Nick / ADOT Communications

Ever hear the admittedly tacky joke about the guy whose doctor gave him a week to live so he spent it at the motor vehicle department to make it seem longer?

Yeah, we’ve heard them all.

And, yes, we have a sense of humor. We’re a barrel of laughs over here at ADOT. Why, just the other day someone started a joke with, “A snowplow driver, an engineer and a raccoon walk into a bar…”

Well, we thought it was funny. But the truth is, the jokes about taking all day at what we in Arizona call the Motor Vehicle Division just don’t ring true.

In fact, when it comes to the amount of time it takes to do business at one of our MVD offices, we just had our best month ever.

Our goal is to get you in and out of the office – on average – in fewer than 30 minutes. In November, door-to-door customer time averaged slightly over 22 minutes in urban offices and just under 19 minutes in rural locations. In the same period just one year ago, average times were just over 30 minutes in both rural and urban regions. Two years ago, that number was 52 minutes.

How is this happening?

MVD is empowering employees to find ways to do things to better serve Arizonans. That means more efficient service methods in offices, opening urban locations earlier and offering more options to do business online. Every day we’re exploring new ways to get better, and exciting new innovations are on the way to fulfill the MVD vision to get Arizona out of line and safely on the road.

And even though we have nice, honest faces here at ADOT, you don’t have to take our word for it. Take a look.

Posted by Caroline Carpenter   |  Labels:  CI-Time, continuous-improvement, customer-service, MVD


The Arizona Ombudsman – Citizens Aide helps you resolve ongoing issues with State Agencies.

Civil Rights

Pursuant to Title VI of the Civil Rights Act of 1964, the Americans with Disabilities Act (ADA) and other nondiscrimination laws and authorities, ADOT does not discriminate on the basis of race, color, national origin, sex, age, or disability. Persons that require a reasonable accommodation based on language or disability should contact ADOT’s Civil Rights Office at Requests should be made as early as possible to ensure the State has an opportunity to address the accommodation.

De acuerdo con el Título VI de la Ley de Derechos Civiles de 1964, la Ley de Estadounidenses con Discapacidades (ADA por sus siglas en inglés) y otras normas y leyes antidiscriminatorias, el Departamento de Transporte de Arizona (ADOT) no discrimina por motivos de raza, color, origen nacional, sexo, edad o discapacidad. Las personas que requieran asistencia (dentro de lo razonable) ya sea por el idioma o discapacidad deben ponerse en contacto con la Oficina de Derechos Civiles de ADOT en Las solicitudes deben hacerse lo más antes posible para asegurar que el Estado tenga la oportunidad de hacer los arreglos necesarios.