Customers flocking to MVD self-service kiosks

More people loving the convenience

ServiceArizona Kiosk now located in two Valley CourthousesPHOENIX – You like them. You really like them. Kiosks, that is.

The humble self-service kiosk, found at many Arizona Department of Transportation Motor Vehicle Division offices as well as several city court locations statewide, has reason to be proud. The handy device is getting more popular by the day.

“We want to get people out of line and safely on the road, and that means even if you visit one of our MVD offices you may be there for just a few minutes if you use a kiosk,” said MVD Director Eric Jorgensen. “More than half the transactions that most people need to do with MVD can be done at a kiosk or online at no extra cost. The great thing is, when you use these options you get more of your time back.”

In February 2016, there were 21,991 kiosk transactions compared to 36,899 in February of this year. In that time frame, three more city court kiosk locations were added, bringing that total to seven, and cash kiosks were added to many MVD offices statewide. MVD office employees are also encouraging more people who come in to consider using a kiosk for convenience. In addition, kiosks have the same capability as MVD’s online portal, ServiceArizona.com, which is available to customers 24 hours a day every day.

Vehicle registration renewal continues to be the most popular kiosk transaction with more customers using kiosks for that transaction than any other. A similar upward trend appears for transactions such as getting a duplicate driver license or ID, change of address, obtaining a three-day permit, ordering a specialty plate and several others.

Increased kiosk use even helps customers who aren’t using them. Using a kiosk means avoiding a visit to a service window, which frees up more MVD Customer Service Representatives to help customers who may need to get a photo, take a road test or have title documents processed. Using employees more efficiently in this way contributes to lowering wait times at MVD locations. In 2016, those wait times in urban offices went down an average of 20 minutes.