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Wednesday, June 21, 2017

ADOT Motor Vehicle Division adds hours to urban offices Earlier open times help smooth customer service



PHOENIX – Hate lining up in the morning to be the first person through the door at an MVD office? The Arizona Department of Transportation Motor Vehicle Division is doing something about it.

For the past few weeks, MVD has been opening the doors at its Phoenix-area offices at 7:30 a.m. to see if it would help continue reducing the amount of time people need to spend at an MVD location.

“It works,” said MVD Director Eric Jorgensen. “Because the doors open at 7:30 instead of 8 o’clock, our employees’ schedules can be more flexible, which means we have more people available to serve customers at the busiest times such as the lunch hour. That flexibility also cuts down on the need for workers to catch up on other tasks at the end of the day, which significantly lowers overtime hours and saves taxpayer dollars.”

The expanded hours were first tested in Tucson beginning in mid-2016 and resulted in lower customer wait times and lower overtime costs.

The added daily hours also allow MVD to proceed with a program to continually train customer service representatives as the agency modernizes its services. On the second Wednesday of each month, beginning July 12, urban MVD offices will open at noon to allow time for employee continuing education programs.

“MVD is ahead of the curve in providing services that get our customers out of line and safely on the road,” Jorgensen added. “That’s why we’re adding continuing education and other staff training so our employees have all the tools and knowledge they need to implement these improvements.”

The expanded office hours combined with the modified schedule on the second Wednesday of each month provide an overall increase of six hours a month during which customers may receive services at an urban MVD office.

For more information: azdot.gov/mvd.

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