MVD improvements attract international attention

Singapore delegation gets firsthand look at customer service gains

PHOENIX – Good news travels fast and it also travels far. The work being done by the Arizona Department of Transportation Motor Vehicle Division to lower office wait times, use employees more resourcefully and be more efficient overall is being noticed 9,000 miles away in Singapore.

A delegation from the Singapore Institute of Technology (SIT) and a representative from the Lean Enterprise Institute (LEI) visited MVD recently to learn about the continuous improvement transformation through the Arizona Management System championed by Governor Doug Ducey.

The delegation toured the MVD office located on 51st Avenue in Phoenix and got a firsthand look at how changes have helped contribute to an overall average reduction of 20 minutes in urban office wait times statewide. Other changes have contributed to an 80 percent reduction in overtime costs at some MVD locations, added more capacity by making road test appointments online and increased usage of online service options like kiosks and ServiceArizona.com

MVD Director Eric Jorgensen said, “The Singapore government is very interested in studying efficiency, and what impressed them most was that Margarita, a customer service representative in the West Phoenix office, was able to walk them through the huddle board that measures our goals and describes our initiatives and explain not only how our processes work, but why.  They were also very impressed with the level of engagement of all the leads, supervisors and office manager.”  

He added, “I truly believe that this kind of engagement, with 854 MVD employees actively looking for how to make things just a little better, is the key to getting our customers out of the line and safely on the road.”

The Singapore government has put a large focus on increasing productivity and innovation in their country, and SIT is looking at different ways to bring lean transformation to their university and ultimately to the workforce through education and skills development.