Drive Change at the BMV
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Done.
July of 2008, the BMV earned the 2008 Customer Service Excellence Award from the American Association of Motor Vehicle Administrators. The award is presented to the state agency that most improves the quality, convenience and accessibility of motor vehicle services.
Done.
Online renewal registrations have been made more appealing to customers through a $5 discount per vehicle. As a result online usage increased from 5.9% in 2007 to 22.7% in 2008, taking thousands of customers out of branches. More than 600,000 customers have saved more than $3 million so far.
Done.
73 of state's busiest and largest branches now offer branch appointments to save time and offer more convenience to customer.
Done.
Unveiled real-time visit time feature on website, enabling customers to see how long visit times are currently at any branch in the state.
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2004 Roadmap Promise: Done.
Shorten lines, improve service, and save tax dollars at the BMV.
Increased the number of 24-hour, self-service terminals by more than 50 percent and provided discounts for mail-in and Internet registrations. The mobile unit has served more than 23 counties, conducting over 4,000 transactions. The average wait time at any statewide BMV branch now set at 9 minutes, and an overall satisfaction rate of 97 percent.
2004 Roadmap Promise: Done.
Optional, discounted multi-year vehicle registration periods of up to four years.
Although the legislature did not pass multi-year registration bill in 2005, BMV is increasing the number of registration expiration dates so branches are less congested for customers.
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2004 Roadmap Promise: Done.
Six-year diver's license extending the current four-year license renewal period.
Began issuing six-year licenses in 2006.
2004 Roadmap Promise: Done.
Titling and registration at approved automobile dealership at the time of sale.
"Customer Choices" pilot program, introduced in 2007, expanded select license branch services to 150 auto dealerships.
2004 Roadmap Promise: Done.
Expand branch hours to improve customer service with every BMV branch open at least once a week outside normal business hours.
Launched virtual license branch offering select BMV services around the clock. Evening hours have been added every Tuesday. On Mondays and Tuesdays before elections, branches offer extended hours for customers needing an ID to vote.
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2004 Roadmap Promise: Done.
Ending the subsidy of political parties from personalized license plate fees.
Political subsidies eliminated in 2005. These monies are now directed to operation of the license branch and road construction and maintenance.
2004 Roadmap Promise: Done.
Anti-fraud measures
In 2007, implemented tamper-resistant digital driver's license to reduce fraud and increase security. Initiated top-to-bottom review of files to identify inaccurate, duplicate and fraudulent records. The Bureau of Motor Vehicles participated in investigations leading to the arrest of 14 employees attempting to create and sell deceptive documents. Nine additional employees were terminated for violating agency policies and procedures.
