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From the Director: A customer service message about the MVD

From the Director: A customer service message about the MVD

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From the Director: A customer service message about the MVD

From the Director: A customer service message about the MVD

By John Halikowski / ADOT Director
September 2, 2020

It's no secret that events of this year have caused serious disruptions to how the Arizona Department of Transportation operates. Nowhere is this more evident to the general public than at ADOT’s most customer-facing aspect, the Motor Vehicle Division.

Prior to the declaration of the public health emergency in March, the MVD had enjoyed years of improvement in customer service performance in areas such as reduced wait times, calls being answered more rapidly and an expansion of online offerings. 

While the goals of continuous improvement and innovation have not and will not change, the realities of operating a business during a pandemic have meant those energies must be channeled to a new way of doing things.

  • Every day, MVD looks at ways to make its system better. Prior to March, MVD was able to process 14,000 people per day in offices statewide. COVID-19 requirements drove us to an appointment-only system that allows us to serve only 5,000 customers per day in offices. The remaining customers have to be helped by phone or computer, or at Authorized Third Party offices. In addition, due to COVID-19, MVD has had only about 75% of its workforce available on any given day. Unfortunately, it is still not clear when the COVID-19 crisis will allow MVD to utilize its full office-processing capacity again. 
  • The good news is that things are improving as countermeasures are being implemented. For example:
    • In July MVD handled about 5,000 phone calls a day. That number today is closer to 13,000. Because some of our staff are home taking care of family or other issues but are still able to work, we are utilizing software that routes customer calls to those employees. We are also exploring the possibility that people may drop off documentation for some services at an MVD location and the completed work returned by mail. Other ideas are being considered and we are testing them for their effectiveness. If they prove valuable, we will put them in place. Our commitment to continuous improvement means that we never stop looking for innovations that we can measure and improve upon.
    • In the meantime, we know that many people are frustrated with delays getting documents from the MVD. Although most of these – including plates, driver licenses and registration renewals – are being mailed within standard timeframes, we are still hearing of delays from our customers. In the case of registration tabs, once your payment is received and processed, the MVD system is updated. Even if you have not received your updated tags, your vehicle shows to law enforcement and MVD as currently registered. If your payment was on time, your vehicle should be registered and no late fee applied. 

We are listening and MVD is currently examining every step of processing items to determine if there is something, other than the postal service, causing a delay. That analysis is currently in progress. This is a high priority issue for me and MVD.

I have been meeting with MVD executive staff on at least a weekly basis; typically, we meet three times per week with the ultimate goal of exploring every possible way to improve how we serve our customers safely, efficiently and with professionalism. That is my commitment to you.

Online MVD usage vastly expands as AZ MVD Now hits 1 million mark

Online MVD usage vastly expands as AZ MVD Now hits 1 million mark

I-17 101 traffic interchange

Online MVD usage vastly expands as AZ MVD Now hits 1 million mark

Online MVD usage vastly expands as AZ MVD Now hits 1 million mark

August 6, 2020

PHOENIX - The usage of online Arizona Department of Transportation Motor Vehicle Division services has skyrocketed over the past four months as more than one million Arizonans have activated their free online AZ MVD Now accounts at azmvdnow.gov.

“AZ MVD Now couldn’t have come at a better time,” MVD Director Eric Jorgensen said. “With the limitations placed on our in-person office visits due to the public health emergency, providing more services online through AZ MVD Now has meant we can offer more web-based options to customers on their schedule.” 

He added, “Reaching more than one million registered accounts -- and counting -- shows that people are primed and ready to do business with MVD online. We want to be ahead of the curve with providing e-commerce solutions and fulfill our vision to get Arizona out of line and safely on the road. AZ MVD Now is a significant part of that strategy.”

More than two-thirds of MVD services are available through AZ MVD Now. They include popular options such as registration renewal, ordering a duplicate license, and getting a 3-day permit as well as newer online offerings like prepaid vouchers, electronic title services, updating insurance information, the Permit Test @ Home for those getting a learner’s permit, getting a motor vehicle record and many more. 

Activating an AZ MVD Now account takes just a few minutes. Every current MVD customer already has an account with their driver and vehicle information that’s waiting to be activated. Customers may go to azmvdnow.gov and follow the prompts for how to activate their account. The process is free and is protected by several security protocols that are explained on the site and in an accompanying “how-to” video for those who wish to view it. 

New I-40 Fourth Street bridge slides into place in Flagstaff

New I-40 Fourth Street bridge slides into place in Flagstaff

I-17 101 traffic interchange

New I-40 Fourth Street bridge slides into place in Flagstaff

New I-40 Fourth Street bridge slides into place in Flagstaff

July 30, 2020

PHOENIX – Using an innovative bridge slide technique that accomplishes in days what ordinarily would take months, construction crews have placed a new Fourth Street bridge over Interstate 40 in Flagstaff.

The new, wider bridge will improve traffic flow and have a dedicated path for bicycles and pedestrians connecting the Flagstaff Urban Trail System across the interstate.

For its use of accelerated bridge construction techniques on this project, the Federal Highway Administration granted the Arizona Department of Transportation an extra 5 percent of the construction cost on top of the normal federal allocation under its Increased Federal Share program. The federal allocation applies to the state’s costs, and this extra money allows ADOT to put that portion of state Highway User Revenue Fund proceeds toward other priorities.

The city of Flagstaff is paying for half of the cost of the new Fourth Street bridge in addition to covering the cost of landscaping and aesthetic enhancements.

This project also includes a resurfaced bridge deck and repairs to the pavement approaches to the Butler Avenue bridges over I-40. The total cost of the project for both bridges is $13.9 million.

The Fourth Street bridge is scheduled to reopen on Monday, Aug. 3.

ADOT has been using different innovative methods to accelerate bridge construction for different bridges along I-40. This is the second time ADOT has used the bridge slide. The first time was installing new Bellemont bridges at I-40 and Hughes Avenue, formerly Transwestern Road, west of Flagstaff. 

Also last year, the agency used a process known as a geosynthetic reinforced soil-integrated bridge system to rebuild the bridges on I-40 at Meteor City Road, creating abutments by putting in alternating layers of granular fill reinforced with synthetic material. That process also cut construction time by months.

From big rigs to doughnut trucks, MVD has good news for commercial drivers

From big rigs to doughnut trucks, MVD has good news for commercial drivers

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From big rigs to doughnut trucks, MVD has good news for commercial drivers

From big rigs to doughnut trucks, MVD has good news for commercial drivers

By Doug Nick / ADOT Communications
March 3, 2020

We here at the ol' ADOT ranch love the men and women who ply the roadways in commercial vehicles. 

Whether it's driving a big rig all over the fruited plain or delivering doughnuts to the local gas station, commercial drivers are, in many ways, the lifeblood of our economy. (Kinda like doughnuts are the lifeblood of many of the hired hands here at the ranch).

But we digress ...

Because of our respect for these hardworking folks, we're proud to let the world know that getting Commercial Driver License (CDL) services at the ADOT Motor Vehicle Division has become a lot easier. 

Time was, CDL services were only available at select locations throughout the state. We knew it wasn't the best way to do things, so we made a bold decision, and, well, improved the situation. 

That's not a novel idea at the MVD. We're on a mission to continuously improve and implement the principles of the Arizona Management System, which is designed to empower all state employees to make changes for the better. 

In the CDL world, this means most CDL services are now offered at all full-time MVD locations statewide and anyone who needs to get a CDL or most other commercial driver service doesn’t have to go to a special CDL office anymore. The only exception is commercial driver road tests, which are available at many, but not all, MVD locations.

You can learn more in this media release we put on our site.

And if there are any doughnut delivery drivers out there ... you know how to find us.

ADOT MVD Commercial Driver License services now available at all full-time MVD offices

ADOT MVD Commercial Driver License services now available at all full-time MVD offices

I-17 101 traffic interchange

ADOT MVD Commercial Driver License services now available at all full-time MVD offices

ADOT MVD Commercial Driver License services now available at all full-time MVD offices

February 24, 2020

PHOENIX – The days of Commercial Driver License (CDL) customers only being able to go to a handful of MVD offices for those services are over.

The Arizona Department of Transportation Motor Vehicle Division now offers most CDL services at all full-time MVD locations statewide. Previously, CDL customers were required to travel to a limited number of MVD locations.

“As part of our continuous improvement efforts under the Arizona Management System, we’re training all MVD Customer Service Representatives to perform commercial license transactions,” said MVD Stakeholder Relations Manager Jennifer Bowser Richards.

She added, “That means someone who needs to get a CDL or most other commercial driver service doesn’t have to go to a special CDL office anymore; they can be served at any full-time MVD office. The only exception is commercial driver road tests, which are available at many, but not all, MVD locations.”

The expansion of CDL into more MVD locations is in addition to the existing CDL system. The existing CDL offices, some of which are separate from MVD locations, will continue to operate. This change means staff at all existing CDL offices now serve as examiners who are able to provide a larger number of skills tests by appointment. 

“MVD is always looking for ways to improve customer service,” Bowser Richards added. “Adding literally hundreds of employees who can serve commercial customers will speed up those transactions and make all of MVD more efficient.”

Reduction in processing time in E-Grants yields satisfied customers

Reduction in processing time in E-Grants yields satisfied customers

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Reduction in processing time in E-Grants yields satisfied customers

Reduction in processing time in E-Grants yields satisfied customers

By John Halikowski / ADOT Director
February 5, 2020

Customer-focused. Transparency. Accountability. Efficiency.

These words describe the new process of using ADOT’s E-Grants system to process planning invoices from Councils of Governments (COGs) and Metropolitan Planning Organizations (MPOs) that receive funds from both the Federal Highway Administration and Federal Transit Administration. Since its launch six months ago, ADOT has reduced the reimbursement processing time from an average of 33 days to four days. So, how did the teams at our Multimodal Planning Division and Financial Management Services do it?

Before using the E-Grants system, planning managers would receive multiple invoices from grant recipients in transit and transportation as each finance line had to have its own invoice. The process to approve invoices lent itself to data entry errors, reworking of invoices and greater lag time in getting reimbursements paid.

Through a Plan-Do-Check-Act process, Transit partnered with Regional Planning to improve the system for the customers who were paying too many invoices. The teams designed a reimbursement form in the web-based system, E-Grants, that has fewer data entry fields which means less errors and rework, and most importantly, less time needed by ADOT staff to review and approve the invoices entered into the system. Customers have access to E-Grants as well so they can see the status of their grants, especially balances, and submit invoices as needed per billing period. Planning managers can review two-year work programs for each customer as E-Grants stores the documents, saving time in locating the information.

But, the teams didn’t create this new tool in a vacuum. ADOT used customer feedback and input from team members to design the reimbursement form in E-Grants that is customer-focused and efficient. It is transparent for all parties involved and everyone is accountable for the work being performed.

This is another example of ADOT reducing wastes in our processes and in turn bringing efficiency and value to the customers we serve.

More teens now taking permit test online than at MVD offices

More teens now taking permit test online than at MVD offices

I-17 101 traffic interchange

More teens now taking permit test online than at MVD offices

More teens now taking permit test online than at MVD offices

December 5, 2019

More potential teen drivers are choosing to take the learner’s permit test online than ever before. For the first time since the Permit Test @ Home was introduced in March, 2018, more tests are being taken online than at MVD offices.

Data for the month of November show that slightly more than 50 percent of all permit tests were taken using the Permit Test @ Home as opposed to just over 49 percent of tests taken at an MVD office. By comparison, in November, 2018, office tests outpaced online testing by approximately 57 percent to 43 percent.

“It was just a matter of time for the Permit Test @ Home to become the method of choice for the majority of teens to take the learner’s permit test,” said MVD Stakeholder Relations Manager Jennifer Bowser Richards                   

She added, “Teens and parents are catching on to the convenience of taking the test at home and because parents proctor the test, it’s a great chance for adults and teens to review the rules of the road together. It also frees up MVD offices for other customers to be served more rapidly because so many teens and at least one parent or guardian can avoid one MVD office visit.”

In November, 2019, the Permit Test @ Home was taken a total of 6,758 times. Combining that number with at least one parent or guardian, potentially 13,516 customers avoided at least one MVD office visit, creating more opportunities for MVD to serve other customers. Statewide, MVD serves a total of approximately 7,500 office customers each day.

In order to take the test, parents need to establish a free account at AZ MVD Now, a service accessed through www.ServiceArizona.com. The accounts are secured through a multi-factor password process, and parents agree to proctor the test.

Once the teen passes the test, a receipt is generated and the teen and parents may go to an MVD office to confirm the results and get the actual permit.

The vision of the Arizona Department of Transportation Motor Vehicle Division is to “get Arizona out of line and safely on the road”. Dedicated MVD employees, Authorized Third Party providers and offering more services online help MVD achieve this vision.

ADOT uses new technique to ‘slide’ new I-40 Bellemont bridges into place

ADOT uses new technique to ‘slide’ new I-40 Bellemont bridges into place

I-17 101 traffic interchange

ADOT uses new technique to ‘slide’ new I-40 Bellemont bridges into place

ADOT uses new technique to ‘slide’ new I-40 Bellemont bridges into place

October 31, 2019

PHOENIX – A new technique that basically slides precast bridges into place has greatly reduced delays for the Bellemont community with an Arizona Department of Transportation project replacing spans over Interstate 40 at Transwestern Road west of Flagstaff.

Using this technique, which the contractor proposed, allowed crews to replace the bridges during a nine-day closure of Transwestern Road over I-40 rather than having the six to eight months of restrictions required for a traditional bridge replacement project.

Joining ADOT engineers in a process called value engineering, which analyzes plans looking for ways to improve quality and value while reducing time needed to complete improvements, the contractor proposed casting the new bridges whole to the east of the existing bridges and then moving them into place in a process that works much like sliding components into place. ADOT approved the plan.

Once the new bridges were complete, crews diverted I-40 traffic to the on- and off-ramps in order to demolish the old bridges. Workers then used hydraulic jacks to lift and move the new Bellemont/Transwestern Road bridges into place. That part of the process took about four-and-a-half days.

ADOT regularly looks for accelerated bridge construction methods and other innovations that can reduce delays and inconvenience for drivers. Earlier this year, for example, the agency used a process known as a geosynthetic reinforced soil-integrated bridge system to rebuild the bridges on I-40 at Meteor City Road, creating abutments by putting in alternating layers of granular fill reinforced with synthetic material. That process also cut construction time by months.

MVD wait times easier to find on improved ADOT website

MVD wait times easier to find on improved ADOT website

I-17 101 traffic interchange

MVD wait times easier to find on improved ADOT website

MVD wait times easier to find on improved ADOT website

September 9, 2019

PHOENIX – Recent improvements to the Arizona Department of Transportation website mean Motor Vehicle Division customers now have more information about wait times, office operating hours, service changes and other important items available to them online.

Technological advances introduced earlier this month at azdot.gov include changes to the Motor Vehicle Division Hours and Locations page.

Customers who visit this page will see each office listed alphabetically by city or town. Each office has a display listing the location’s normal operating hours, the current estimated wait time, the number of people currently waiting, information about the latest times to arrive for services such as road tests and vehicle inspections, scheduled service changes and other information as needed.

“This is a more complete and customer-friendly way to showcase the status of each office in real time,” said MVD Stakeholder Relations Manager Jennifer Bowser Richards. “Using the principles of the Arizona Management System, we’re always striving to make it as convenient as possible for our customers to do business at our offices. These website changes, which are fully optimized for smart devices, help us accomplish our vision to get Arizona out of line and safely on the road.”

For more information: azdot.gov/mvd.

New methods mean getting I-40 bridge project done faster

New methods mean getting I-40 bridge project done faster

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New methods mean getting I-40 bridge project done faster

New methods mean getting I-40 bridge project done faster

By Ryan Harding / ADOT Communications
August 6, 2019

If you travel east of Flagstaff along Interstate 40, you may have noticed crews hard at work building a new bridge at the Meteor City Road interchange. You might be thinking that this is going to take the better part of a year to get done.

Actually, by using new and innovative techniques ADOT intends to have this entire project, which started in mid-July and would ordinarily take six months or more, wrapped up this fall.

Crews are creating bridge abutments by putting in alternating layers of granular fill reinforced with synthetic material. This method is known as a geosynthetic reinforced soil-integrated bridge system, and it’s ADOT’s first use of this technique.

But wait, there’s more. A second first-time innovation being employed to build this bridge involves a new way to lay the bridge deck.

The deck will be constructed using a polyester polymer concrete that can be placed and cured in a matter of days rather than weeks. This type of deck provides similar performance with lower maintenance costs compared to a traditional concrete bridge deck.

This is not only a first for ADOT but for the state.

The Arizona Management System championed by Governor Ducey challenges ADOT and other state agencies to continuously improve their value to customers – in this case to the drivers and others who will benefit from a faster project that will yield lower maintenance costs through the years. This innovative approach is allowing us to do just that.