MVD

Have MVD questions? Chatbot has answers

Have MVD questions? Chatbot has answers

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Have MVD questions? Chatbot has answers

Have MVD questions? Chatbot has answers

By Doug Pacey / ADOT Communications
November 17, 2020

Sometimes, being pointed in the right direction is all the help we need. And the new Chatbot at AZMVDNow.gov does exactly that for Arizona Department of Transportation Motor Vehicle Division customers.

Need to change your address? Chatbot will show you the way.

Looking for information about a “sold notice"? Chatbot can assist.

Want to make an appointment at an MVD office? Chatbot provides the details.

“By necessity, there’s a lot of information on the MVD website,” said ADOT MVD Director Eric Jorgensen. “Our goal in creating Chatbot was to make it easier for people to find the right information, so they can quickly complete their transaction.”

In its first week of being active on AZMVDNow.gov, Chatbot had 26,000 interactions with users, helping them find the information they needed. At AZMVDNow.gov, Chatbot appears on the bottom of the page on a mobile device and in the bottom-right corner on a computer screen. 

To complete some MVD transactions online, users must log-in to their account at AZMVDNow.gov, which launched in April. More than two-thirds of all MVD transactions can be completed at AZMVDNow.gov, including common ones, like registration renewal, requesting a replacement license, updating insurance information, sold notices, 3-day permits, getting a motor vehicle record and many more.

Every current MVD customer has an AZMVDNow account. To date, about 1.5 million people have activated their account. To activate your free account, go to AZMVDNow.gov and follow the prompts.

MVD expands online scheduling options at AZMVDNow.gov

MVD expands online scheduling options at AZMVDNow.gov

I-17 101 traffic interchange

MVD expands online scheduling options at AZMVDNow.gov

MVD expands online scheduling options at AZMVDNow.gov

October 22, 2020

PHOENIX – More in-office visits can now be scheduled online for Arizona Department of Transportation Motor Vehicle Division customers.

Earlier this month, MVD made it possible for customers to go online and schedule in-office appointments for instruction permits, vehicle road tests and motorcycle road tests. Customers can schedule appointments online at AZMVDNow.gov.

“We’re continually looking for opportunities where we can save customers time and add convenience,” said MVD Director Eric Jorgensen. “Perhaps nowhere else does the MVD mantra, ‘Out of line and safely on the road,’ ring more true than when combining online appointment scheduling and road tests.”

Applicants can schedule appointments for instruction permits and road tests at most MVD locations via AZMVDNow.gov. Applicants must meet all requirements before scheduling. For instance, the written exam must be passed before scheduling an appointment to get an instruction permit.

Adding to the online convenience, applicants can take the written exam online, using the Permit Test @ Home option available at AZMVDNow.gov. Upon passing, testers will receive information on what they need to do to receive their instruction permit.

While scheduling road tests is now more convenient, the content of those tests hasn’t changed and road test tips can be found at azdot.gov.

In addition to scheduling instruction permits and road tests online, customers can go to AZMVDNow.gov and also schedule in-office appointments for Travel ID and renewing a driver license. AZMVDNow.gov launched in April and more than 1.3 million Arizonans have activated their accounts. Two-thirds of all transactions, including common ones like registration renewals, sold notices, title transfers, ordering a duplicate license, updating insurance information, ordering a motor vehicle record and more can be done at AZMVDNow.gov

Avoid scam ‘DMV’ websites

Avoid scam ‘DMV’ websites

I-17 101 traffic interchange

Avoid scam ‘DMV’ websites

Avoid scam ‘DMV’ websites

September 24, 2020

Arizona has a lot of unique features – like having a Motor Vehicle Division instead of a Department of Motor Vehicles.

But what might seem like a simple name difference can lead unsuspecting customers to unauthorized websites and scams when they’re simply searching for ways to do business online with the Arizona Department of Transportation Motor Vehicle Division.

That’s because many people may reflexively do a web search for the “Arizona DMV” or something similar, and that can lead them to websites that aren’t affiliated with ADOT.

Azmvdnow.gov and ServiceArizona.com  are the only authorized web portals for the MVD, and people need to be wary of imitation sites that could be a scam,” said MVD Stakeholder Relations Manager Jennifer Bowser-Richards.

She added, “There are fraudulent websites falsely offering motor vehicle services such as Arizona driver licenses, IDs, and vehicle titles and registration. They can appear in searches with keywords such as MVD or DMV. The best protection for our customers is to activate their secure and personal AZ MVD Now account.”

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. 

Additionally, ADOT does not offer MVD services through phone solicitations, nor does it endorse or advertise for online businesses claiming to provide MVD services.

There are legitimate Authorized Third Party businesses that are licensed and authorized to perform MVD transactions in person. A list of Authorized Third Party businesses can be found at azdot.gov/mvd.

For the MVD, these awards are a big deal

For the MVD, these awards are a big deal

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For the MVD, these awards are a big deal

For the MVD, these awards are a big deal

By Doug Pacey / ADOT Communications
September 15, 2020

Unless you’re in the service of issuing driver licenses, vehicle titles and registrations, you probably haven’t heard of the American Association of Motor Vehicle Administrators. But if you are, like the thousands of people working at the Arizona Motor Vehicle Division, the AAMVA Awards are a pretty big deal.

And Arizona’s MVD was a big winner again in the 2020 AAMVA Awards, winning two awards in the national contest.

“I’m excited for all the people who work at MVD when their efforts result in awards and recognition for their creative and thoughtful solutions,” said MVD Director Eric Jorgensen. “One of our core principles is to always be looking for ways to improve a process, reduce the time people need to get a service from us and make things easier for everyone. Every day, we’re striving to become more efficient in order to get Arizonans out of line and safely on the road.”

MVD’s online Travel ID Document Guide was recognized in the Interactive Presentation category for Public Affairs and Consumer Education. This online tool simplifies the  process of learning what documents are required to obtain a REAL ID. The step-by-step guide condenses the necessary information into easy-to-read instructions.

MVD’s recent adoption of virtual inspections of Authorized Third Party offices earned it an award in the Improvement Through Efficiencies category. MVD performs regular inspections of these businesses and some are in remote locations, requiring as much as a 12-hour round trip drive. In 2018, inspectors began using Apple’s FaceTime on a trial basis. The virtual inspections were so successful that the program became fully functional in 2019, saving hours of driving time and reducing expenses.

“AAMVA is always so proud to recognize the excellent work our members do for the communities they serve,” said AAMVA President & CEO Anne Ferro. “Through their efforts, MVDs and law enforcement agencies make drivers and vehicles safer, identities secure, and ultimately, save lives.”

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.

Five new specialty license plates debut

Five new specialty license plates debut

I-17 101 traffic interchange

Five new specialty license plates debut

Five new specialty license plates debut

August 10, 2020

PHOENIX -- Arizonans now have more options to show their support for charitable and other worthy causes with five new specialty license plates that debut today.

Specialty plates are available online through ServiceArizona.com. Most cost $25 each year, with an additional $25 per year if the plate is personalized. 

The plates making their first appearance today are: 

Alzheimer’s Awareness -- Available to everyone. $17 of the fee supports research to promote the scientific understanding and early detection of Alzheimer's disease and to educate Arizona residents about disease management.

Distinguished Flying Cross – Must be a recipient of the Distinguished Flying Cross medal (proof required) with $17 of the fee going to a special fund to benefit veterans in Arizona.

Fiesta Bowl -- Available to everyone with $17 of the fee supporting charities and programs across the state of Arizona designed to promote youth, sports and education.  

Habitat for Humanity – Available to everyone with $17 of the fee supporting Arizona families in need of decent, affordable housing.

Share the Road – Available to everyone with $17 of the fee going to both the Rob Dollar Foundation and the Uphill Into The Wind organization to promote road safety and awareness for cyclists and runners.

In addition to these new plates, the Arizona Historical Society, Northern Arizona University and Phoenix International Raceway plates sport new designs that have been available since July. 

In the Fiscal Year that ended June 30, the total statewide sales of specialty plates netted a new record of about $11.4 million for various causes and charities. 

Specialty plates are authorized by the Arizona legislature and have been offered since 1989. Authorized plate designs complete a review by law enforcement and the Arizona Department of Transportation. In all, there are now 71 license plate options for Arizona motorists.

August is ADOT MVD Saves Lives Month

August is ADOT MVD Saves Lives Month

I-17 101 traffic interchange

August is ADOT MVD Saves Lives Month

August is ADOT MVD Saves Lives Month

August 4, 2020

PHOENIX - August is the Arizona Department of Transportation Motor Vehicle Division Saves Lives Month. Working with Donor Network of Arizona, the MVD urges all Arizonans to consider giving the gift of life by becoming an organ donor. 

“Organ and tissue donation is one of the best gifts you can give someone,” said MVD Director Eric Jorgensen. “Through our great partnership with the Donor Network of Arizona, we’re able to help make it easier for people to sign up and that’s especially important now as we face the ongoing public health emergency. It’s a great reminder that not only can you sign up during your driver license renewal, but you can do it online during the registration renewal process. It’s never been easier to become a donor.”

In 2019, 263,073 of the 280,531 new organ, eye and tissue donor registrations came from ADOT MVD. 

The story of Dylan Barrier is a great example. At 17 years old, Dylan was adamant about registering as an organ and tissue donor through the MVD. Just a year later, his life was cut short after a head injury from a skateboarding accident.  

Dylan’s love of life lives on in others who received his kidneys, lungs and tissue.

“That was Dylan’s goal in life: To help other people and do what he can to make other people’s lives better,” said Dylan’s mom, Stephanie Barrier.

About 3.9 million people in Arizona have registered as organ donors. Nearly 1,700 Arizona patients and more than 109,000 patients nationally are currently waiting for organ donations, said Nico Santos, Donor Network of Arizona media relations coordinator.

Since 2003, MVD and the Donor Network of Arizona have partnered to educate people about organ and tissue donation and make it easy for people to register. When applying for a driver license or identification card, registering to become an organ donor is as simple as checking a box. You can also sign up while renewing your vehicle registration.

Read more information about the Organ Donor Program on azdot.gov.  

Celebrating the short-lived copper license plate

Celebrating the short-lived copper license plate

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Celebrating the short-lived copper license plate

Celebrating the short-lived copper license plate

By Laurie Merrill / ADOT Communications
July 21, 2020

On this date in 1931, the Arizona Highway Commission authorized using copper license plates for automobiles.

We talked about this distinct era in the state's license plate history in a blog last year, but for the 89th anniversary, here's the gist:

The idea was a product of supply and demand. The metal was plentiful, but the price had plunged during the throes of the Great Depression. 

“The red metal has suffered greater during the present depression than any of the industries, copper having reached a lower price level than at any time since it has become one of the great commercial metals," according to an Arizona Highways magazine article printed in September 1931.

"The result has been that all of the copper mines in the state have either gone on a greatly curtailed basis of production or have entirely closed down, thus throwing thousands of miners out of work, with the result that the entire state has been seriously affected.”

With this in mind, the commission approved the plates as a way to help the copper industry get back on its feet. Only 400,000 residents called Arizona home at the time and only 112,000 vehicles were registered. Still, that meant more than 70,000 pounds were used to produce the plates in 1932. It apparently didn't have the desired impact, as Arizona only continued making pure copper plates for a couple more years before the experiment was dropped.

Not many copper license plates have survived in good condition, and those that have are collectibles. You can find and purchase them online – for a pretty copper penny.

New record for specialty plate sales in Arizona

New record for specialty plate sales in Arizona

I-17 101 traffic interchange

New record for specialty plate sales in Arizona

New record for specialty plate sales in Arizona

July 16, 2020

PHOENIX – Even during an unprecedented public health emergency, Arizonans have proven to be firmly committed to supporting charitable and other worthy causes through the sale of Arizona Department of Transportation Motor Vehicle Division specialty license plates. 

For fiscal year 2020, which ended June 30, the total proceeds raised by specialty plate sales were $11.4 million, eclipsing the previous year’s mark of $11.2 million. 

Among the largest beneficiaries are Arizona’s military veterans. The Arizona Legislature has designated four plates to support programs provided by the Arizona Department of Veterans Services. A total of $2.6 million was directed to that agency through sales of Veterans, Women Veterans, Gold Star Family and Military Support (Freedom) plates. 

“The specialty plates not only honor veterans and their families, but also fund nonprofits statewide that support veteran needs, programming and events,” said retired Air Force Col. Wanda Wright, Arizona Department of Veterans’ Services director. "This has been especially useful during these times. With these funds, we've been able to support Arizona's veterans facing hardships during the COVID-19 pandemic."

Customers who wish to select a plate can go to ServiceArizona.com, and, once a selection is made, click on a link for more information that outlines the cause that's supported by the plate's sale. 

The specialty plate program began in 1989. While MVD administers the program, the plates are created by an act of the Arizona Legislature. They cost $25, of which $17 is directed to the program being supported.

From the Director: MVD rises to unique customer service challenges during pandemic

From the Director: MVD rises to unique customer service challenges during pandemic

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From the Director: MVD rises to unique customer service challenges during pandemic

From the Director: MVD rises to unique customer service challenges during pandemic

By John Halikowski / ADOT Director
July 14, 2020

We’ve heard the phrase “living in unprecedented times” so often over the past few months that it’s become a cliche. That doesn’t make it any less true, and for the ADOT Motor Vehicle Division, the effects of the public health emergency actually have been unprecedented, specifically in how we’re able to meet customer demand.

When the emergency was declared, MVD never closed. Our first responsibility is to serve the public and to do so safely. Because of our commitment to doing all we can to offer vital services, we either initiated or refined business practices in ways we never contemplated before. A lot of the credit for making these changes work goes to the professionalism and dedication of our front-line employees and leadership. 

Among the things we did were to set up an appointment system for offices, limiting services to first time license and registration. License renewals were extended by six months for anyone whose credential expires between March and September of this year. MVD leadership also responded with quickness to set up a statewide customer service hotline so people can make appointments and set up AZ MVD Now accounts. 

Even with that action, call center operations have been diminished, meaning call queues can be more than 30 minutes before reaching a customer service representative. 

The system isn’t perfect, but the fact it exists at all is a testament to the creativity and dedication of every MVD employee. We stood up what amounts to a call center in a matter of days and we’re working each day to make it better.

Our offices can handle about 4,000 people a day as opposed to the normal level of about 14,000. You can see how that puts pressure on a phone system where perhaps 200 or so customer service agents are available at any one time. 

That number fluctuates because of the pandemic. In fact, we can generally plan on having only about 70 percent of our workforce available on a given business day. When an MVD employee tests positive for COVID-19, many of his or her office colleagues will also get tested. That’s a days-long commitment that usually means that office is closed, further burdening the rest of the system. 

Some customers have contacted MVD worried that registration tabs have taken longer than expected to be sent via the U.S. Mail. Even if there is such a delay, once a first-time registration or a renewal has been paid, the customer’s accurate status is updated to the MVD database accessible to law enforcement. Customers may also wish to keep their receipts after making payment. 

Additionally, drivers whose license expires between March and September of 2020 have had that date automatically updated by six months and do not need to visit MVD for a renewal until the new date. 

We recognize this is not the level of service that the public has come to expect, or that we expect from ourselves, and we are working hard to find new ways to safely and effectively serve the public.  At the same time, we have offices around the state with front-line workers dedicated to keeping pace with the needs of our customers. Under stressful and hectic conditions, they are pushing forward to provide critical services for the public. We are making process and technology improvements every day to make the situation better for Arizonans.