By Angela DeWelles / ADOT Communications

Earlier this month, when we blogged about how ADOT’s Motor Vehicle Division is seeking new ways to get Arizonans out of line and safely on the road, we mentioned that MVD is experimenting to see what works and what doesn’t.

We want to tell you more about that today…

Experimenting to improve customer service

Right now, over in the West Phoenix MVD office at 51st Avenue and Indian School Road, a team of ADOT employees is working to reduce customer wait times. The location has become a laboratory of sorts.

The team, which includes staff from the West Phoenix and other MVD offices, MVD leadership and ADOT’s continuous-improvement specialists, holds regular brainstorming sessions in a room that is now covered in a colorful assortment of sticky notes, as you can see in the photo above. The yellow notes are used to list process steps, pink are for problems, blue are for solutions and orange record whether additional data needs to be collected.

Post-it Note Wall

“We are looking at everything from driver licenses to titles and registrations and brainstorming possible solutions to issues with those processes,” said West Phoenix MVD Office Manager Steven Parra, who in addition to his other duties oversees the experimentation. “It’s exciting to be a part of a venture where we get to actually test the ideas we come up with to see if they work.”

Managing the queue

One major changes at the West Phoenix office has to do with the way people are called to a customer service window.

You’re probably familiar with the way MVD offices work: You take a number when you get there and wait for it to be called. At the West Phoenix location, MVD is experimenting with a different way.

At present, no numbers are called (it’s so much quieter than before). After checking in, customers line up along a path through the lobby marked by yellow tape. While one MVD employee walks down the line to make sure customers have what they need to complete their transactions, another directs people to the next available customer service window.

The initial results are promising. We’re seeing that customers are getting in and out in 30-35 minutes on average versus the usual wait average time of more than an hour.

While the change seems to be a good one so far, MVD will continue to closely study the results before rolling it out to other offices.

But wait, there’s more…

In addition to innovations that will come from the West Phoenix office, MVD has already made several changes through its continuous-improvement process. These include printing temporary credentials at the customer service window instead of sending customers to a separate line. Also, a customer retaking the driving test now goes directly to the testing area instead of first waiting in line to re-verify his or her application with a representative.

There are even more changes in the works. Some ideas will work. Some won’t. Both are part of a process that will lead to the final step of continuous improvement: acting, in this case by identifying ways that all MVD offices can reduce customer wait times.

We’ll continue to keep you updated on the progress. Stay tuned for more blog posts about MVD's continuous-improvement effort.

After serving their country, too many veterans face obstacles that can lead to homelessness…

A number of agencies, including ADOT’s Motor Vehicle Division, help address the problem by participating in an annual event called the Maricopa County StandDown.

Bringing many services together under one roof, the StandDown allows homeless and at-risk veterans to easily access the resources they need to regain stability. During this year’s StandDown, held Jan. 28-29 in Phoenix, veterans received housing information, legal aid, benefits help, details on Social Security and other assistance. Sleeping areas and shower facilities were available, along with meals, clothing and haircuts.

MVD employees helped veterans obtain driver licenses or state identification cards – vital credentials to have when searching for a job or applying for programs.

An MVD employee takes driver license photos.

“That ID becomes very crucial for veterans to get housing and basic assistance,” MVD Western Region Manager Kyle Ulibarri said. “A license is important, too. It’s another thing that can help them get to a job interview, medical appointments and other services.”

Dozens of MVD employees teamed with ADOT Information Technology staff to bring along 12 full work stations so they could offer driver license applications, renewals, written examinations and even the road skills test. Some worked with county and municipal courts – also StandDown participants – to help clear up motor vehicle record issues that might have prevented someone from getting a license.

MVD employees hand out sandwiches, cupcakes and other treats at the 2016 StandDown.

Besides helping with licenses and IDs, MVD offered food and snacks. MVD employees raised money and reached out to vendors for donations so they could provide more than 1,800 sandwiches, cupcakes and other treats.

Alfonso Sanchez, MVD’s commercial driver license examination coordinator, says participating in the StandDown is very rewarding and a nice way to help those who have served.

“It’s a phenomenal to be able to give back,” Sanchez said. “It’s an incredible feeling to be part of the StandDown.”

Early stats from the 2016 StandDown show that MVD processed 779 transactions on site and assisted 885 veterans. More information can be found on the Arizona Veterans StandDown Alliance website. To learn about MVD’s participation in previous years, check out these blog posts.

A new law is soon going to allow spouses and dependents of first responders killed in the line of duty to register a vehicle free of the vehicle license tax.

Developed as a way of expressing gratitude to those who serve and protect our communities, the law goes into effect at the start of 2016. Here’s what you need to know...

These qualifying family members of law enforcement officers, firefighters and other emergency responders may exempt one vehicle registered in their names from the vehicle license tax and $8 registration fee:

• A spouse for as long as he or she remains unmarried.
• A child of the fallen responder who is under age 18.
• An unmarried full-time student at least 18 years of age and under 23 years of age.
• An unmarried dependent who suffers from a disability that began before age 23 and remains a dependent of the surviving spouse or a guardian.

Those who wish to apply for this exemption can go online to the ADOT website and download the Survivor of Fallen Responder Exemption form. The form must be certified by the employer of the fallen responder stating that the responder did work for the agency and died in the line of duty or died from injuries suffered in the line of duty. The certified form can then be turned in to the Motor Vehicle Division to get the license tax waiver.

Surviving dependents who are full-time students or disabled will be required to show proof of college enrollment or disability.

Those who qualify for this exemption are encouraged to keep the completed form for their records so they may use it for each year they qualify for the vehicle license tax waiver.

Find more details on our website.

One of our most popular blog posts features an infographic focused on a topic that matters to just about every vehicle-owner in this state. We're talking vehicle registration fees.

Not only has that post been viewed a record number of times, but it is also one of our most-commented-on blog entries. Because it has garnered so many questions, we thought we’d share some of the ones that are most frequently asked (along with the answers!).

Question) What is a Vehicle License Tax?

Answer) A Vehicle License Tax (VLT) is part of your vehicle registration fee. In Arizona, a VLT is assessed in place of a personal property tax charged by other states. The VLT is based on an assessed value of 60 percent of the manufacturer’s base retail price reduced by 16.25 percent for each year since the vehicle was first registered (15 percent before 8/1/98). Then, as of the Dec 1, 2000 reduction, the rate is calculated as $2.80 (new vehicles)/$2.89 (used vehicles) for each $100 of the assessed value. For example, for a new vehicle that costs $25,000, and is registered for two years, the first year assessed value would be $15,000 and the VLT would be $420.00. The second year the assessed value would be $12,562.50 and the VLT would be $363.06.

Q) I will be on an extended vacation and will not be able to get my mailed registration renewal in time to complete before it expires. What do I do if I am not able to get my mailed renewal form?

A) You may wish to sign up for email reminders on ServiceArizona.com. You can then use the site to renew online from any location. If an emission test is not required you may renew up to six months before the expiration. If an emissions test is required, you may renew your registration up to three months before the expiration by showing your current registration at the test station. You can find more information on our website.

Q) Is there some place to find out how much you spent on registration to enter on 1040 forms for taxes?
A) You may request a Vehicle Fee Recap on MVD's Service Arizona site. The EZ Vehicle Fee Recap offers a free, easy way for you to access your vehicle tax details. During the busy tax season, Arizona vehicle owners can view their own report of registration fees and taxes paid in the prior calendar year.

Q) I am a snow bird from Minnesota and I reside in Phoenix from November to March every year. What should I do to comply with auto registration for my car?
A)  State law requires that you obtain an Arizona vehicle registration and driver license if you remain in Arizona for a total of seven months or more during any calendar year, regardless of your permanent residence. Find more details about registering your vehicle on our website.

Q) A friend told me that you discount fees for seniors. I cannot find anything on the website indicating that this is true. Can you clarify for me?
A) There are no age-based discounted vehicle license tax (VLT) or registration fees. There are certain VLT waivers available, to those who qualify, through your county assessor’s office or the Social Security Administration. Please contact those agencies for more information.

Q) I'm a 100% disabled veteran, are there and fees waived or discounted?

A) Yes. You must be certified by the U.S. Department of Veterans Affairs to be 100-percent disabled and drawing compensation on that basis. You will need to submit your letter of eligibility to MVD from the Department of Veterans Affairs. Please find more information on our website.

So, did we cover everything? Let us know in the comments below if you have any additional questions related to vehicle registration costs.

Supporting your favorite charity has never looked so good! Four new Arizona specialty license plates are now available for purchase from MVD and each one supports a different organization…

The new plates feature designs that spotlight the Arizona Coyotes, Midwestern University, the U.S. Marine Corps and Firefighter Safety Training. In addition to these new specialty plates, the Classic Car license plate is now available for personalization.

As we mentioned before, the funds raised by each plate will go to support a different charity.

• The money raised by the Arizona Coyotes license plate will go to the Arizona Coyotes Foundation, which supports nonprofit organizations that serve children and service men and women with health care, education, cultural arts and youth sports in the state of Arizona.
• Funds raised by the Midwestern University license plate will go to support scholarships for students studying health sciences.
• The U.S. Marine Corps license plate funds will be used to award scholarships to children of Marines and Navy Corpsmen killed or wounded in combat or those children who have demonstrated financial need. This plate is also available for motorcycles and golf carts.
• The money raised by the Firefighter Safety Training license plate will be used to provide scholarships for life safety training of firefighters in Arizona.

Specialty license plates have an annual fee of $25 for a non-personalized plate and $50 for a personalized plate, with $17 going to support the charities. Vehicle owners can order the new plates online at ServiceArizona.com or at any MVD office or Authorized Third Party business. The plates are also available with a disability symbol.

To learn more about specialty plates, including the steps an organization or group must take to get a plate approved, you can revisit this blog post. If you’re really interested in license plates, which we’re assuming you are because you’re reading this right now (!!), check out this post that takes a look at how plates are made.

By Ryan Harding
ADOT Office of Public Information

When you apply for a driver license or identification card, registering to become an organ donor is as simple as checking a box. For years, the Arizona Department of Transportation Motor Vehicle Division and the Donor Network of Arizona have worked closely to educate people about organ and tissue donation and make it easy for people to register.

One young man who registered as an organ and tissue donor through the MVD was Michael Choppi. Michael passed away in January 2011 at the age of 24, and his kidneys and liver went on to save three lives. Michael was also a tissue donor, helping dozens of others live a quality life.

“It’s a sense of peace to know that night, there were people out there and families that benefited,” said Kim Choppi, Michael’s mother. “It’s nice to know that my son was able to provide the gift of life to someone.”

Michael made the decision to be an organ donor at the age of 14. When he was old enough to apply for a driver license, he didn’t have to think about checking the box on his application to become an organ donor.

“In our case, my son had the [foresight] to look into the future and if something happened to him, how could he help someone else,” said Mike Choppi, Michael’s father. “That’s the kind of kid Michael was.”

In 2003, only eight percent of Arizona adults were registered as organ donors. Right around that time, the MVD and Donor Network of Arizona began actively working together to promote organ donation and today, more than 50 percent of Arizona adults are organ donors.

“Organ donation is one of the most moving and impactful gifts you can give someone,” said Eric Jorgensen, director of the Motor Vehicle Division. “We are proud to partner with a great organization like Donor Network of Arizona to spread the word about the importance of organ and tissue donation and facilitate public participation.”

Ninety-five percent of organ donors have registered through the MVD.

“ADOT MVD Saves Lives Month gives Donor Network of Arizona a chance to thank the MVD staff on behalf of the community for their work in helping to spread the word about the importance of signing up to be an organ, eye and tissue donor, and for giving Arizonans the opportunity to register whenever they complete a driver license or ID application,” said Sara Pace Jones, vice president of Development and Referral Services for Donor Network of Arizona.

“Every time a person checks the box to save and heal lives, they are giving voice to generosity in our community. We rely on our partnership with this incredible government agency to make the most of life through the gift of organ and tissue donation,” Jones continued.

For more information on organ donation, visit Donor Network of Arizona at dnaz.org.

“Registering at the MVD takes the decision making out of a family’s hands who now has one less thing to worry about,” said Mike. “It’s so easy. There’s no excuse not to do it.”

By Dani Weber
ADOT Office of Creative Services

ADOT and its employees are dedicated to serving the public, both on the clock and off. Last month, the Motor Vehicle Division of ADOT was recognized by the American Association of Motor Vehicle Administrators with two different awards for ways they’ve served the public.

The first award was the Community Service Award — which recognizes “give back” programs like food drives and gifts for children — for our Holiday Stockings program. This program is unique to ADOT and has MVD employees or employee teams create themed stockings filled with toys and treats. Staff vote on their favorite, but all stockings are donated to organizations supporting women and children affected by domestic violence, including the Sojourner Center in Phoenix and the Brewster Center in Tucson. This year’s theme was “Dr. Seuss,” and as you can see from the photos, the employees had a lot of fun with it!

Julie Potter, the customer service representative who took the donations to the charity, said, “The smile on the face of the representative from The Brewster Center made me realize the impact it had.

The stockings, which are donated to organizations supporting women and children affected by domestic violence, are filled with donated toys and treats.

Also, with our team being so new at the time, it really was a unique bonding experience for us and brought us together as a team.”

The second award was the Customer Convenience Award, which recognizes efforts to make life easier for MVD customers through such methods as offering or enhancing online transactions, improved payment options or the ability to speed up services. AAMVA awarded ADOT MVD with this honor for expanding driver license transactions to additional Authorized Third Parties, which is alleviating some of the traffic in MVD offices and is giving customers more service options. There are currently 17 locations offering driver license services and there are more to come. Many have extended hours and are open on Saturdays. The aim is to make lines short and faster for everyone, and these ATP locations are really helping us achieve that goal.

In response to the awards, MVD Director Eric Jorgensen said he was “grateful to AAMVA for recognizing MVD programs and [congratulates] our dedicated employees who are committed to providing outstanding service to our customers and our shared communities.”

We’re all humbled to be recognized by the AAMVA and will continue to try to improve the lives of all our customers in every way we can.

May is Motorcycle Safety Awareness month, a time when all motorists are reminded of how important it is to safely share the road.

It’s also a great opportunity for us to share today’s video…

As you can see, the focus is on the value of enrolling in a professional motorcycle rider training course.

By attending an approved rider training course, motorcyclists of all skill levels not only have the chance to obtain professional instruction to become a safer rider, they are also able to acquire their motorcycle endorsement easily and conveniently.

“One of the advantages of taking a driving training course for motorcycles is you take the driving test and you go through all the different maneuvers you would at MVD,” says Juanita Cason in the video above. “You also take the written test that you would do at MVD, only by taking it in class then you get a piece of paper once you pass and you just take that piece of paper down to MVD and they actually give you your driver license endorsement”

More information from the Motorcycle Training Foundation can be found online. You’ll also find the Motorcycle Operator Manual, along with a list of authorized motorcycle training providers on ADOT’s website. We also invite you to revisit some of our previous motorcycle safety blog posts.

The availability of energy-efficient license plates for owners of qualified vehicles has ended as the maximum number of plate applications has been reached.

In May 2014, 1,800 energy-efficient license plates became available as previous owners of the plates turned them in due to moving out of state, selling their qualifying vehicle or other reasons.

Plates were available on a first-come, first-served basis and were exclusively distributed through ServiceArizona.com.

The energy-efficient plate program was established by the federal government. The program, which offers a maximum of 10,000 license plates in Arizona, allows owners of qualifying plug-in hybrid electric vehicles to receive a plate and use the HOV lane during rush hours regardless of the number of passengers.

While the energy-efficient plate program is suspended until further notice, ADOT will continue to update the list of eligible vehicles pending resumption of the program. Also, those vehicle owners who already have an energy-efficient plate can still transfer the plate to another currently qualifying vehicle they own while the program is suspended.

For more information about the program, including a list of qualifying plug-in hybrid electric vehicles, please visit azdot.gov/eev.