PHOENIX — The Arizona Department of Transportation (ADOT) and the Motor Vehicle Department (MVD) have gotten rid of outdated and automated service to cut wait time down by almost 30 minutes per customer.
The West Phoenix MVD has been the guinea pig in an experiment to see if removing the automated number calling system would increase the customer experience.
After just one day of testing, the new idea wait times dropped from an average of one hour per customer to 28 minutes.
ADOT and the MVD are responding to Gov. Doug Ducey’s call to “operate at the speed of business,” and this is just the beginning.
“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. “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.”
New improvements have already been implemented such as printing temporary credentials at customer service windows instead of sending customers to a separate line or sending customers retaking the driving test directly to the testing area instead of first waiting in line to re-verify his or her application.