Motor Vehicle Services

We're blushing; thank you for the thank yous!

We're blushing; thank you for the thank yous!

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We're blushing; thank you for the thank yous!

We're blushing; thank you for the thank yous!

By Laurie Merrill / ADOT Communications
October 23, 2020

What do a grateful assistant fire management officer and the mother of a civic-minded 4-year-old boy have in common?

They both recently sent thank-you emails to Arizona Department of Transportation employees whose "above and beyond" efforts deserved extra recognition.

In an email, James Robbins, an assistant fire management officer with the Arizona Department of Forestry and Fire Management, thanked everyone at the Prescott Valley Equipment Shop. 

For nearly five years, Robbins said, the shop has swiftly repaired and consistently maintained the small fleet of heavily used firefighting vehicles he managed while in a former position. The shop is one of 21 such ADOT facilities across the state that provides vehicle services to more than 40 government agencies.

“Whether it is a fire crew carrier, heavy duty chipper, pickup truck or a fire engine, new or old and abused, your team has rallied to help us get back on the fire line as quickly as possible time and time again,” Robbins wrote. “Every one of your team members has acted in a professional manner and truly seems to do their best in helping us with our mission, and I want you to know that we truly appreciate it.” 

It’s not often that maintenance shop employees receive such accolades from someone who took the time to put together a note and send it, said Lionel McFarlane, ADOT maintenance operations manager.

“This was an unusually nice gesture,” McFarlane said.

In the next thank you story, Jack Eldridge, 4, was on his way to preschool with his mother when he spotted trash on Loop 101 Pima Freeway near the 64th Street off-ramp.

“We should stop and clean this up,” Jack said to his mom, Jennifer.

Jennifer said she thought it a good idea and decided to see if she could organize a cleanup with some of his preschool buddies and their families.

She reached out to Mary Currie, ADOT’s Adopt a Highway communications programs manager, and asked if they could clean that stretch of L-101.  

“This is my 4-year old’s idea and I want to try and see it through,” Jennifer wrote.

Currie researched the issue thoroughly with several other ADOT employees. The finding was that particular segment, located in the busy urban Phoenix area, is unsafe for volunteer activity. In fact, the area is part of the Adopt a Highway Sponsor Program, but clean-up activity is on hold as maintenance crews continue the ongoing widening project in that area.

What’s more is that volunteers have to be at least 12 years old and have a parent sign a participation form to participate in the volunteer program. 

So while the answer was “no,” it was the way Currie said it that meant so much to Jennifer. That and the fact that her correspondence resulted in a speedy cleanup of the area. 

“She (Currie) took the time to call and say how much she appreciated my child’s interest and talked about other ways our family could get involved,” Jennifer said. “She sent us about 12 lapel pins that say 'Keep it Grand,' pencils and 'Stormwater in the Desert' activity books.”  

Jack cherishes the items and carries them around in his backpack, she said.

“Thank you so much for your letter and the materials you sent to us! We are thrilled!,” Jennifer wrote. “I will look into the Adopt a Highway program for my husband and I to get involved with (and for Jack too when he’s age-appropriate). By the way, I noticed a week or so ago that the exit at 64th Street and the 101 is CLEAN (at least for now). Jack noticed too! So, thank you so much!”

But even better, he and his mother shared the materials with his preschool class, and his teacher used them for a unit about sustainability and pollution and urged them to pick up their own trash.

“Mary went above and beyond!” Jennifer said. “I really appreciate the work you do.”

For her part, Currie shared credit with the other ADOT employees who helped create this story.

“For this family and a classroom of 4-year-olds, you’ve set in motion a belief that being civic-minded can make a difference in the community,” Currie told her fellow employees in an email. She also sent them the thank you from Jack, Jennifer, and Jennifer's husband, Ashton.

Jack and other kids can click on the ADOT Kids link to learn more about transportation and have some fun while learning too. If you would like to learn more about adopting a segment of highway with your family or friends, visit the site for the Adopt a Highway Volunteer Program.

Arizona Department of Transportation Announces Plan to Protect Victims of Identity Theft, Increase Security of ServiceArizona Website

Arizona Department of Transportation Announces Plan to Protect Victims of Identity Theft, Increase Security of ServiceArizona Website

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Arizona Department of Transportation Announces Plan to Protect Victims of Identity Theft, Increase Security of ServiceArizona Website

Arizona Department of Transportation Announces Plan to Protect Victims of Identity Theft, Increase Security of ServiceArizona Website

September 26, 2019

The Arizona Department of Transportation (ADOT) announced today an aggressive plan to address the activity of identity thieves who used ServiceArizona.com to complete fraudulent transactions involving duplicate driver licenses. The plan enhances the security of the ServiceArizona website, includes services for victims and for anyone who believes their information may have been compromised, and adds aggressive enforcement measures to hold identity thieves accountable.  
 
Enhanced Security Protocol Implemented
Upon discovering that identity thieves were exploiting a service that allowed duplicate driver licenses to be ordered online and then mailed to an address different than a driver’s address on file, the option was removed to prevent any further criminal activity.

In addition, effective immediately, Arizonans will now be required to provide their full driver license number for all transactions. This will provide an added layer of identity authentication. For customers who do not have their license number, they will be required to visit an MVD office or complete an enhanced security verification process with the MVD call center.

Aggressive Enforcement Measures
ADOT is committed to holding identity thieves accountable. To date, ADOT has led or participated in four large-scale investigations involving this particular type of fraud. Those four cases have so far resulted in 10 arrests for criminal activity that affected 164 known victims.

ADOT will enhance these efforts through a newly-created Online Fraud Task Force, drawing expertise from cyber and law enforcement professionals. The task force will put forward further recommendations to continue aggressively investigating and holding accountable anyone who engages in fraudulent activity.

Credit Monitoring Services for Victims of Identity Theft
ADOT is asking anyone who believes they may have been a victim of identity theft or fraudulent activity associated with the ServiceArizona site to immediately report suspected identity theft to local police or by making a report to the ADOT fraud hotline at 602.277.5684 or [email protected] and inform ADOT of any filed police reports.

ADOT will also offer and issue new driver license numbers to all potential and actual victims of fraud committed through ServiceArizona.com.

These individuals may also seek assistance by taking one or more of the following actions: 

  1. Place a free credit report fraud alert. A “fraud alert” warns credit reporting agencies that there may be fraud involved in new requests for credit. Only one of the three main credit reporting agencies must be contacted to institute an alert.
  2. Place a credit report security freeze. Under Arizona law, a “security freeze” prevents credit reporting agencies from releasing credit information without the consumer’s express permission. To place a security freeze, write to each of the three main credit reporting agencies by certified mail. Arizona law allows a charge of up to $5 for each request. (See www.azag.gov/consumer/security-freeze for details of the security freeze law.)
  3. Request a credit report from the three main credit reporting agencies. Consumers are entitled to receive one free credit report each year from each of the three credit agencies: Equifax, Experian, and TransUnion. Learn more at www.annualcreditreport.com, call 1-877-322-8228, or contact the credit reporting agencies:

Director John Halikowski said: “The State takes this issue very seriously, and we will have zero tolerance for those who seek to steal the identity of Arizona citizens. These measures will not only provide an added layer of security, but will also allow us to better partner with law enforcement to go after bad actors. We will also be working to ensure the launch of our new site later this year, which will include additional layers of verification to prevent fraud.”

300 business days left until new TSA ID rules take effect

300 business days left until new TSA ID rules take effect

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300 business days left until new TSA ID rules take effect

300 business days left until new TSA ID rules take effect

July 29, 2019

PHOENIX – With approximately 300 business days left until Oct. 1, 2020, the Arizona Department of Transportation Motor Vehicle Division is urging customers not to delay getting the Travel ID to ensure they have an ID valid at TSA airport checkpoints and federal buildings.

“This date is looming large for Arizonans with driver licenses and ID cards,” said MVD Stakeholder Relations Manager Jennifer Bowser Richards. “We don’t want to see peoples’ travel plans ruined because they don’t have an ID that meets the upcoming new federal TSA checkpoint requirements, but that’s a very real risk for people who don’t get a Travel ID.”

Customers who wish to get the Travel ID can make an appointment at servicearizona.com to visit an MVD office. Many Authorized Third Party offices also provide license and ID services. The cost is $25, and the Travel ID replaces the current license or ID and re-sets the expiration date. Under federal law it’s valid for 8 years.

In order to get the Travel ID, customers need to bring in a document such as a birth certificate or valid U.S. Passport to prove identity and a second document with their Social Security number. Finally, two pieces of documentation proving Arizona residency such as a utility bill, bank statement or something similar with a current name and physical address (not a P.O. Box) are also needed.

Bowser Richards added, “There are customers who plan to simply use a Passport even if they’re just flying to someplace like Atlanta, Denver, or L.A., which is their choice, but we suggest that the Travel ID is more convenient. Other customers have told us they rarely, if ever, travel by air, but having a Travel ID would be valuable in case of an unexpected trip that required air travel.”

State law requires that Arizona motorists be given a choice between being issued a non-federally compliant credential or getting the Travel ID. Arizona is among 37 states to offer this choice.

For more information and to apply for a Travel ID: getthegoldstar.com

ADOT MVD: Don’t pay for things that are free

ADOT MVD: Don’t pay for things that are free

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ADOT MVD: Don’t pay for things that are free

ADOT MVD: Don’t pay for things that are free

June 4, 2019

PHOENIX – The Arizona Department of Transportation Motor Vehicle Division is urging MVD customers to be careful when looking up websites for motor vehicle services. Copycat websites not operated by the MVD may charge for services people can otherwise get for free.

“We frequently get contacted from people who used a website such as DMV.org or Drivers-Licenses.org, and were charged improper or exorbitant fees for something that’s free, and we never want to see that happen,” said MVD Deputy Director Chad Campbell.

There are only two online service portals for the Motor Vehicle Division: ServiceArizona.com, and AzMVDNow.gov. Customers may establish a personal MVD account at Az MVD Now, and that portal will also be adding more service options later this year.

Campbell added, “What’s even worse than charging for something that’s free is making someone pay and then not delivering the service at all, which happens occasionally. Customers will contact us wondering what happened when in fact they used a website that isn’t affiliated with the MVD and they’ve been scammed.”

“Much of the problem stems from people doing a web search for the ‘Arizona DMV’ or something similar,” he noted. “DMV is a common term, but there are many motor vehicle agencies in states like Georgia, Michigan, Texas, Washington and others that, like Arizona, use a different name. Web scammers know that and take advantage of it. It’s important that consumers avoid the ‘DMV’ clone websites and always use trusted sources like AZ MVD Now and ServiceArizona.com.”

For more information: azdot.gov/mvd

Online learner’s permit test has huge first year

Online learner’s permit test has huge first year

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Online learner’s permit test has huge first year

Online learner’s permit test has huge first year

March 20, 2019

PHOENIX – The online Permit Test @ Home has proven to be a major hit for Arizona Department of Transportation Motor Vehicle Division customers, with 83,000 tests taken since the test officially went into operation in March 2018.

The popularity of the test has implications not only for teen drivers and their family members but for all Arizona MVD customers. The Permit Test @ Home eliminates the need for one office visit for the teen, and at least one parent or guardian, to take the test. A visit is needed to obtain the permit itself.

With 83,000 teens and at least one adult avoiding a trip to the MVD, that frees up more office space and time for other customers. This has increased efficiency and improved overall service times, which are among the customer service improvement goals of the Arizona Management System championed by Governor Doug Ducey.

Online innovations such as the Permit Test @ Home have helped MVD reduce the average experience time at an office from nearly 52 minutes in 2015 to about 22 minutes currently.

Potential teen drivers access the test when a parent or guardian sets up a free personal account at AZ MVD Now, which is available through ServiceArizona.com.

The parent or guardian will then register their teen for the Permit Test @ Home and agree to the terms. Teens must be at least 15 years and 6 months old to obtain an instruction permit.  Parents must certify that they will proctor the exam fairly. For teens under the age of 18, the application for an instruction permit or driver license must be signed by a parent or guardian who is responsible for damage caused by negligence or the willful misconduct of the child. 

Potential drivers are still required to pass a road skills test prior to receiving a driver license, and all permit holders must drive with a licensed driver who’s at least 21 years old in the front seat.

For more information: azdot.gov/mvd.

ADOT wears blue for National Human Trafficking Awareness Day

ADOT wears blue for National Human Trafficking Awareness Day

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ADOT wears blue for National Human Trafficking Awareness Day

ADOT wears blue for National Human Trafficking Awareness Day

January 10, 2019

PHOENIX – Those visiting Arizona Department of Transportation Motor Vehicle Division offices on Friday, Jan. 11, will see employees wearing blue in recognition of National Human Trafficking Awareness Day. On vehicles driven by officers with ADOT’s Enforcement and Compliance Division, motorists will see bumper stickers pointing to help for human trafficking victims.

Whether it’s encouraging MVD’s 850 office employees to participate in #WearBlueDay or having K-9 units on the lookout for human trafficking victims at commercial ports of entry, ADOT works throughout the year to help combat this increasingly urgent problem.

At ports of entry next to California and New Mexico, ADOT’s Enforcement and Compliance division has K-9 units trained to identify not only evidence of illegal drugs but human cargo that can include victims of human trafficking. Lieutenants overseeing these ports are trained to identify warning signs of human trafficking, such as unusual tattoos, an unwillingness to speak and carrying large amounts of cash without explanation.

“ADOT is taking a comprehensive approach to help end this horrible practice in Arizona,” said ADOT Enforcement Services Bureau Chief Gary McCarthy, who chairs the Arizona Human Trafficking Council’s Outreach and Awareness Committee. “This is a real problem with real victims.”

Dozens of vehicles driven by Enforcement and Compliance Division officers have bumper stickers encouraging those who need help or who see signs of trouble to visit EndSexTrafficking.AZ.gov or call 888.373.7888, resources offered through the Governor’s Office of Youth, Faith and Family.

This year, more ADOT officers will receive training on human trafficking, including where the demand comes from and what cases look like. The Enforcement and Compliance Division is developing online training so ADOT employees who work along highways will be ready to spot the signs of human trafficking.

Permit Test @ Home a huge hit for customers in 2018

Permit Test @ Home a huge hit for customers in 2018

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Permit Test @ Home a huge hit for customers in 2018

Permit Test @ Home a huge hit for customers in 2018

January 9, 2019

PHOENIX – The introduction of the online Permit Test @ Home learner’s permit exam has proven so successful that it created the equivalent of approximately 18 additional business days for Arizona Department of Transportation Motor Vehicle Division offices in 2018.

The Permit Test @ Home has proven to be very popular, and even customers who don’t have a potential teen driver at home benefit from this online service,” said MVD Stakeholder Relations Manager Jennifer Bowser-Richards. “Every time this online test is taken, that means a teenager and at least one parent or guardian does not have to visit an MVD office for that purpose,” she explained.

The online test requires a parent or guardian to establish an account at AZ MVD Now, which is accessed through ServiceArizona.com. Once the test is passed, the only office visit now required is the one in which the teen has the test process confirmed and the actual permit is issued. This visit can be scheduled through an online appointment.

The Permit Test @ Home was introduced in March of 2018 and at the close of the year, more than 66,700 online tests had been taken. Since the office test requires a parent or guardian to be present, that number would at least double to more than 133,000 people coming into an MVD office for the test. Since the MVD averages 7,300 office visits statewide every day, the reduction of more than 133,000 office visits equals about 18 business days.

“Reducing the number of office visits people need to make is part of MVD’s vision to get Arizona out of line and safely on the road. This means less customer traffic and better service, which are among the goals of the Arizona Management System,” Bowser-Richards added.

For more information: www.azdot.gov/teendrivers

MVD gets award for improved customer service and innovation

MVD gets award for improved customer service and innovation

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MVD gets award for improved customer service and innovation

MVD gets award for improved customer service and innovation

November 5, 2018
 

PHOENIX – Getting Arizona out of line and safely on the road is getting widespread attention.

The Arizona Department of Transportation Motor Vehicle Division has received the American Association of Motor Vehicle Administrators (AAMVA) “Improvement through Efficiencies Service Award” for the MVD online insurance update and reinstatement functions introduced last year. Those transactions previously required a visit to an MVD or Authorized Third Party office.

“In Arizona, the Motor Vehicle Division has been leading the way in making sure government serves its customers more efficiently and effectively,” said Governor Doug Ducey. “The dedicated employees of MVD have embraced the principles of the Arizona Management System to eliminate waste and maximize productivity. The results are stunning. Customers are spending half the time in MVD offices waiting than they did just a few years ago. That success belongs to the employees of MVD, and Arizonans are seeing the benefit.”

News-110518-Scottsdale-MVD-exterior-w-monument

MVD Director Eric Jorgensen said, “It’s an honor to be recognized for our successes, but the real winners here are the MVD customers who continue to have more options for doing business more conveniently online. We have a terrific team of MVD employees who have embraced the culture of everyday improvement through the Arizona Management System and I’m proud that they’re getting this recognition.”

The Insurance Update is free and allows customers to electronically provide information regarding their insurance coverage directly to MVD. Insurance companies are given seven days by law to update policy information when changes such as cancellations or renewals occur. On those occasions when there may be a lag in that reporting time from an insurance provider, this online option will help customers with valid insurance to immediately update their MVD record and avoid a suspension.

The update tool is easy to use and asks for information that is found directly on an insurance card.

In addition to the Insurance Update, the Reinstatement Function allows customers to reinstate vehicle insurance that had been previously canceled or lapsed. The function determines eligibility for reinstatement, makes real-time updates to the MVD customer database upon completion, allows the customer to pay the $50 fee for each vehicle reinstatement, and provides a receipt confirmation that indicates the registration has been reinstated.

AAMVA was founded in 1933 and supports motor vehicle and law enforcement agencies in North America through programs and services focusing on safe drivers and vehicles, identity security, motor carrier services and technology solutions.

For more information: www.azdot.gov/mvd and www.aamva.org

Homeless veterans benefit from new law waiving some MVD fees

Homeless veterans benefit from new law waiving some MVD fees

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Homeless veterans benefit from new law waiving some MVD fees

Homeless veterans benefit from new law waiving some MVD fees

September 10, 2018

PHOENIX – Arizona veterans who find themselves in the challenging situation of being homeless now have the opportunity to get a driver license or ID card without paying a fee.

Under a new state law that took effect this month, the Arizona Department of Transportation Motor Vehicle Division has the authority to waive the $25 fee associated with getting a license or ID.  Several other fees, including those for a license suspension or revocation, a road test for drivers moving to Arizona from another state, among others, may also be waived.

“Having a license or ID card is essential to so many aspects of life and this new law will make it easier for less-fortunate veterans to get one of those credentials,” said MVD Stakeholder Relations Manager Jennifer Bowser-Richards. “Our veterans have made tremendous sacrifices to serve our nation, and the MVD is proud to assist homeless vets in this way.”

adot-mvd-monument
“Since most assistance programs require identification, getting an ID knocks down huge barriers for our homeless veterans,” Arizona Department of Veterans’ Services Deputy Director John Scott said.  “This is important, especially for chronically homeless veterans, who can now access resources to help them stabilize.”

To qualify for the waiver, the MVD will verify the customer’s status as a veteran. In addition, the customer must provide a statement on U.S. Department of Veterans Affairs letterhead or a statement on the letterhead of a verified provider of homeless services that the customer has been homeless within the past 60 days.Arizona law relies on the U.S. Department of Housing and Urban Development’s definition of homeless as lacking a fixed, regular and adequate nighttime residence. This includes a location not meant for human habitation, or a temporary or emergency shelter.

For more information: azdot.gov

ADOT rolling out online scheduling for VIN inspections

ADOT rolling out online scheduling for VIN inspections

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ADOT rolling out online scheduling for VIN inspections

ADOT rolling out online scheduling for VIN inspections

July 11, 2018

PHOENIX – Until now, getting a more involved vehicle identification number inspection through the Arizona Department of Transportation has required a trip to an inspection site or Motor Vehicle Division office and waiting on a first-come, first-served basis.

That’s changing. Customers are now able to schedule Level 2 and Level 3 VIN inspections through ServiceArizona.com for the Glendale MVD office location. ADOT’s Enforcement and Compliance Division, which handles these inspections, anticipates adding online scheduling for five other locations in Maricopa and Pima counties later this summer.

These inspections confirm the identities of vehicles by matching VIN numbers to titles and other ownership documents.

Offered at MVD offices and Authorized Third Party providers, Level 1 VIN inspections are for out-of-state vehicles without proof of title or registration and for bonded titles. While most vehicles are verified at this level, follow-up inspections sometimes are required by officers at Enforcement and Compliance Division inspection locations:

  • Level 2 when a vehicle’s VIN number can’t be matched or the VIN number isn’t there.
  • Level 3 when a vehicle is a restored salvage or recovered stolen vehicle, or has been involved in a collision.

The change, part of ADOT’s efforts to continuously improve its customer focus using the Arizona Management System, adds to online appointments launched in 2016 for road tests and those applying for a Voluntary Travel ID.

“This scheduling feature will provide a lot of value to our customers by allowing them to fit the inspection into their schedules instead of arriving early at an office and waiting,” said Jeff Stanhope, Enforcement Services Bureau chief for the Enforcement and Compliance Division. “The new feature made sense given that our officers inspect an average of 840 vehicles per week in the large metropolitan areas.”

To schedule an appointment, visit ServiceArizona.com and click on “Vehicle Inspection Appointments.”

Customers should arrive 15 minutes prior to their appointments and check in with the Enforcement Services representative.

ADOT’s goal is to have all VIN inspection locations statewide available for online scheduling by the end of the year.

A list of VIN inspection locations can be found at azdot.gov/mvd under Enforcement.