MVD expands contact center help, online services

PHOENIX – The Arizona Department of Transportation Motor Vehicle Division continues to adapt to changing customer service demands. MVD recently expanded contact center help, added temporary help to assist in the demand for appointments and has steadily increased the number of online self-serve options, including driver license renewals, available to customers at AZMVDNow.gov.

Expanding call center help to the Yuma prison will provide some relief to the high volume of calls MVD receives.

“MVD is pleased to expand operation of the contact center and customers are the biggest beneficiaries,” MVD Director Eric Jorgensen said. “We’re grateful that our partnership with the Arizona Department of Corrections, Rehabilitation and Reentry (ADCRR) continues to help us get customers out of line and safely on the road.”

The contact center in Yuma is categorized as a Level 1 call center, which means that the inmate workers can answer general questions about MVD services, but do not have access to customers’ personal records. Before being connected, callers are advised not to divulge any personal or identifying information. If a caller requests a service or asks a question that can only be fulfilled by providing such information, they will be transferred to a Level 2 customer service representative employed by MVD.

MVD has operated a call center at the Perryville prison in Goodyear since 1996. ADOT also partners with ADCRR on landscape maintenance at some ADOT facilities and on some highways.

“ADCRR is excited to expand its partnership with MVD in providing broader access to ADOT customers across the state. This is another example of how ADCRR continues to help in meeting the needs of the state," said ADCRR Director David Shinn. “This opportunity also allows inmates to gain valuable skills and experience through on the job training in preparing them for post incarceration transition back into our communities."

MVD has also added services at AZMVDNow.gov, allowing customers to complete two-thirds of all MVD services online, including renewing a driver license or commercial driver license (CDL), which previously required an office visit. Most Arizonans will be eligible to renew their license online and drivers can log-in to their account at AZMVDNow.gov to see their eligibility for online renewal.

To renew a CDL online at AZMVDNow.gov, an individual’s address must remain the same, a valid primary document is on file with MVD and their current credential must be in good standing. CDL holders with a hazmat endorsement will not be able to renew their license online.

After renewing online, customers should allow about 15 days for processing and mail delivery of the new license.