PHOENIX – Over the past five years, customers at Arizona Department of Transportation Motor Vehicle Division offices in Arizona have enjoyed a greatly improved service experience. Lobby wait times have been cut in half, touch-screen self-service workstations have been installed in some locations, computer systems upgraded, and offices refreshed and remodeled when needed. Now that enhanced experience is expanded to serve customers before they step into an MVD office.
A new feature on the ADOT website allows customers to view approximate customer wait times at most of the state’s MVD offices.
The office hours and locations page of the Motor Vehicle Services section of azdot.gov/mvd shows the estimated number of customers waiting for driver license and title transactions, and the estimated wait time for these transactions. Wait times are updated every five minutes and measured from the time a customer receives a service ticket to the time the customer begins their transaction at a window.
The average wait times for common MVD transactions range from 15 to 45 minutes. Online wait times are strictly estimates and vary depending on the daily volume of customers served at a given office, the number of available transaction windows and office staffing levels.
Every MVD customer’s time is valuable. Office wait times are monitored by site supervisors. When there is an issue with the flow of customers, adjustments are immediately made to improve the customer service experience.
“ADOT’s Motor Vehicle Division was the first in the nation to introduce online and phone vehicle registration back in 1997,” said Stacey K. Stanton, ADOT MVD director. “We continue to be at the forefront of implementing technology with our addition of online wait time information.”
ServiceArizona.com is a convenient online option for conducting nearly 30 common MVD transactions. The site has served customers for more than 15 years and today handles hundreds of thousands of transactions each month. ADOT has expanded the accessibility customers have to conduct official title, registration and driver license transactions across the state through more than 100 licensed Authorized Third Party businesses.
MVD office wait time information is just one of several technological enhancements to be rolled out by ADOT in the future to support efficient and reliable motor vehicle services.
Below are examples of the wait time information as it appears on the MVD website: