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MDOT MVA Marks One Year Since Landmark Modernization

December 6th, 2022 by WCBC Radio

On December 6, 2021, the Maryland Department of Transportation Motor Vehicle Administration (MDOT MVA) launched the largest IT system modernization in its history, Customer Connect, transforming what it means to do business with the MDOT MVA. One year later, MDOT MVA is celebrating Customer Connect Day, proclaimed by Governor Larry Hogan and highlighting the ways the modernization has made the lives of Marylanders easier and business more efficient.

“Nearly eight years ago, I tasked state agencies to focus on enhancing and improving customer service, and the MDOT MVA continues to deliver on that promise,” said Governor Larry Hogan.

Since implementation of Customer Connect, more than 70% of customers completing a transaction at a MDOT MVA branch office are seen within 15 minutes of their appointment time. That’s an increase from 60% the previous year. More recently, in October, 78% of customers were seen in under 15 minutes. But that’s not the only improvement. Customer Connect also enables MDOT MVA to combine all its online transactions into a single one-stop portal called myMVA. Since implementation, Customer Connect has enhanced transactions times, online service availability, appointments and more.

“We live in a fast-paced world, and customers want to receive service quickly and efficiently. Customer Connect allows us to deliver on that expectation,” said MDOT MVA Administrator Chrissy Nizer. “While the customer experience has continued to improve over the last year, we are committed to finding new ways to enhance service and allow customers to complete their transactions as efficiently and seamlessly as possible.”