Continuous Improvement: New MVD hours reduce wait times

By Doug Nick / ADOT Communications

You know how football fans love to tailgate hours or even days before a big game?

That’s kind of what lining up at an Arizona Department of Transportation Motor Vehicle Division office used to be like in the early morning.

The only thing missing, was, well… fun.

We get that, so we made some changes.

A MVD Building

A few months ago in Tucson we started opening up MVD offices at 7:30 instead of 8 a.m. That allows us to be more flexible in how we schedule our employees. Some come in a bit earlier than others, and that means we can spread things out more evenly throughout the day.

This has worked so well in Tucson, we’re now doing it in the Phoenix area too – 15 offices in all. We wrote about it on 6/20/2017.

We’re moving customers through our locations more efficiently. That’s a big deal during peak times like early in the morning, the lunch hour and later in the day. Flexing schedules means fewer gaps when employees are at lunch or on a break and we can have more service windows open.

It also allows our staff people to catch up on many of the paperwork tasks that build up during the day. Taking care of those on an ongoing basis means there’s a lot less to go through at closing time, and we’ve reduced overtime costs significantly. That’s a huge savings to you, the taxpayer.

And because we’re making so many service improvements, we’re going to the next level in continually training our employees. To do that, our offices in Phoenix and Tucson will open at noon on the second Wednesday of every month, starting July 12th.

The expanded office hours combined with the modified schedule on the second Wednesday of each month provide an overall increase of six hours a month during which customers may receive services at an urban MVD office.

Of course we’d love to see you, but you may not need to visit at all. Remember, more than half of the things you need to do with MVD can be done online at ServiceArizona.com.

MVD: Getting you out of line and safely on the road.