Kiosks

New MVD offices cost nothing to build because they’re totally digital

New MVD offices cost nothing to build because they’re totally digital

I-17 101 traffic interchange

New MVD offices cost nothing to build because they’re totally digital

New MVD offices cost nothing to build because they’re totally digital

August 29, 2017

PHOENIX – Opening a new customer service location usually means cutting a ribbon at the door, but that can’t happen at the newest Arizona Department of Transportation Motor Vehicle Division offices because they’re located entirely in cyberspace.

An analysis of MVD customer traffic for the 2017 fiscal year shows that the upsurge in online usage at ServiceArizona.com and its associated kiosks is essentially the same amount of traffic experienced at two large urban “brick and mortar” MVD offices.

In fiscal 2017, ServiceArizona.com and kiosk traffic accounted for a combined 7.9 million customer transactions such as vehicle registration renewal, ordering a specialty license plate, updating insurance information and many other functions. That’s an increase of about 286,000 online transactions compared to the previous fiscal year, which is approximately how many transactions two typical physical locations in Phoenix or Tucson will handle.

“MVD is serving more people every year, and adding online options means we get more people out of line and safely on the road,” said MVD Director Eric Jorgensen. “In the most recent fiscal year, our online growth was so great that we basically created the equivalent of two new MVD offices. That means customers in every part of Arizona get high-quality service at their convenience and on their schedule, and we are using taxpayer dollars more efficiently.”

Under the Arizona Management System championed by Governor Doug Ducey, MVD has taken a leading role in implementing new strategies designed to improve customer service. Among those introduced within the last year include providing online appointments for road tests, installing a function to update crucial auto insurance information and allowing veterans’ specialty plates to be ordered online.

The online innovations combined with more efficient operational strategies at physical locations have helped lower the average customer time spent in an urban office to approximately 25 minutes compared to nearly an hour in mid-2016.

For more information: azdot.gov/mvd.

Avoid a line and print annual off-highway road vehicle decal at MVD kiosks

Avoid a line and print annual off-highway road vehicle decal at MVD kiosks

I-17 101 traffic interchange

Avoid a line and print annual off-highway road vehicle decal at MVD kiosks

Avoid a line and print annual off-highway road vehicle decal at MVD kiosks

April 11, 2017

PHOENIX – Just in time for spring, the Arizona Department of Transportation Motor Vehicle Division has added a new feature to its self-serve kiosks. For the first time, customers can use a ServiceArizona kiosk to print the annual off-highway vehicle (OHV) decal, eliminating the need to wait in line.

“Off-highway vehicles are very popular in Arizona, and the law requires that owners renew their decals every year,” said MVD Director Eric Jorgensen. “Rather than make people wait in line to get this credential, we expanded this service to kiosks located at many MVD offices as well as court buildings in a number of communities throughout the state. This is another way MVD is getting people out of line and safely on the road ‒ or, in this case, off-road.”

OHVs made primarily for use over unimproved terrain and weighing 1,800 pounds or less are required by law to display a valid OHV decal, which costs $25 and must be purchased annually.  This includes “street legal” vehicles that meet those requirements. Getting the decal isn’t to be confused with registering the vehicle, which is required only for those OHVs that are meant to be street legal.

While OHV decals and registration are handled by the Motor Vehicle Division, renewal notices are sent by the Arizona Game and Fish Department. For more information, please visit azgfd.com/OHV.

In fiscal year 2016, nearly 86,000 decals were issued. Thirty percent of the funds collected go into the state’s Highway User Revenue Fund, which is distributed to counties and cities for road and highway maintenance.

The remaining funds are split as follows:

  • 60 percent to Arizona State Parks for grants, agreements, trail construction, development and maintenance, signage and maps
  • 35 percent to the Arizona Game and Fish Department for law enforcement education and outreach
  • 5 percent to the Arizona State Land Department for mitigation signage and enforcement

For an interactive map showing court and MVD office locations with self-serve kiosks, please visit azdot.gov/MVD and click the Hours and Locations link under MVD Services.

Customers flocking to MVD self-service kiosks

Customers flocking to MVD self-service kiosks

I-17 101 traffic interchange

Customers flocking to MVD self-service kiosks

Customers flocking to MVD self-service kiosks

March 23, 2017

PHOENIX – 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.

Paper or plastic? MVD debuts kiosks that take good ol’ cash

Paper or plastic? MVD debuts kiosks that take good ol’ cash

I-17 101 traffic interchange

Paper or plastic? MVD debuts kiosks that take good ol’ cash

Paper or plastic? MVD debuts kiosks that take good ol’ cash

February 23, 2017

PHOENIX – In a digital world there is still plenty of room for tradition, and the Arizona Department of Transportation Motor Vehicle Division is no exception.

Cash is king in many households, and the MVD is now making it possible for more customers to handle transactions that way by adding ServiceArizona kiosks that accept cash transactions to 22 MVD offices throughout Arizona.

Kiosks have been an MVD fixture for a number of years, but until recently they could only accept credit or debit cards. Offering the cash option has created another convenience that’s proving to be very popular with customers.

“There’s been a noticeable increase in kiosk usage since we implemented the cash option,” said MVD Director Eric Jorgensen. “Compared to a year ago at this time, the kiosk usage has increased more than 50 percent. Part of that is due to higher overall customer awareness of kiosks, but there’s been a definite uptick in usage since the cash kiosks were put in place. It’s a continuation of our vision to get people out of line and safely on the road.”

Cash kiosks handle all denominations of paper U.S. currency and are able to make exact change. The machines also accept personal checks.

More than half of MVD transactions can be performed at a kiosk or online at ServiceArizona.com for no additional fee. Among the many transactions available are: vehicle registration renewal, ordering a specialty license plate, getting a replacement license or ID, filing a sold notice and obtaining your motor vehicle record.

For more information go to azdot.gov/mvd.

Motor Vehicle Division opens new kiosk at Glendale City Court

Motor Vehicle Division opens new kiosk at Glendale City Court

I-17 101 traffic interchange

Motor Vehicle Division opens new kiosk at Glendale City Court

Motor Vehicle Division opens new kiosk at Glendale City Court

September 1, 2016

Glendale City Court is the newest addition to the growing roster of kiosks available to Arizonans doing business with the Arizona Department of Transportation Motor Vehicle Division.

Glendale Mayor Jerry Weiers was on hand Thursday to help open the latest location in MVD’s ongoing effort to improve customer experience by making services available in more public spaces like city courts.

Glendale joins El Mirage, Paradise Valley, Phoenix, Scottsdale, Surprise and Tucson as court kiosk locations in addition to those located in MVD offices statewide.

“Our No. 1 goal is to get people out of the line and safely on the road, and putting kiosks in city courts helps us reach that objective,” said MVD Director Eric Jorgensen. “All of us at the Motor Vehicle Division are working hard to make our services as widely available as possible and ensuring that customers have more options, whether online, at a kiosk or in person.”

“We are excited about the partnership between Glendale City Court and ADOT because not only will it aid customers of the court, but it will also provide additional services to all Glendale residents, saving time and improving efficiencies,” said Presiding City Court Judge Elizabeth Finn.

Customers can use kiosks to quickly and conveniently conduct many MVD transactions, including renewing a vehicle registration, obtaining a duplicate driver license/identification card, updating an address, making changes to voter registration, obtaining a copy of a motor vehicle record and getting a disability placard.

“We have great local government partners that share our desire to constantly improve our customers’ experience, and we’re grateful to Mayor Weiers, Judge Finn and the city of Glendale for their support,” Jorgensen added.