The Maryland Motor Vehicle Administration (MVA) is on a mission to revamp its customer service reputation, acknowledging past inefficiencies. Visitors like Eric Ridgeway, who experienced varying wait times during his recent license renewal visit, reflect the agency's historical challenges. However, under the leadership of Maryland Department of Transportation MVA Administrator Chrissy Nizer, a commitment to "premier customer service" is prominently featured on the agency's homepage.
Nizer highlights the agency's progress, emphasizing the significant reduction in average wait times statewide, from 14 minutes in Fiscal Year 2021 to an impressive 4 minutes in the first five months of Fiscal Year 2024. Customer service at branch locations has also improved, with a 20 percent reduction in customers served from 2 million in 2021 to 1.6 million in 2023.
Key to this transformation is the $80 million IT modernization project, Customer Connect, launched in July 2020. The initiative introduced 60 electronic transactions, allowing customers to perform tasks such as license renewal, fee payment, and registration renewal online. Nizer notes that 75 percent of transactions now occur outside branch offices, showcasing the success of these digital initiatives.
While 26 percent of Maryland drivers have embraced the myMVA online platform, providing convenient alternatives to in-person visits, some, like Daniel Van Allen, prefer the traditional face-to-face interaction. Despite varying preferences, the MVA's commitment to enhancing customer experience is evident, with expectations of further improvements as more customers enroll in myMVA. Positive feedback, exemplified by Carl Johnson's swift and efficient license renewal experience, suggests that the MVA's efforts are making a tangible impact on customer satisfaction.
Source: WMAR
Photo: Getty