PHOENIX – When the Arizona Department of Transportation Motor Vehicle Division launched ServiceArizona.com in 1997, it was the nation’s first motor vehicle division online service for vehicle registrations.
Over the years, continual technological enhancements and the addition of multiple customer service features allow the website to handle more than eight million MVD-related transactions per year. In recognition of the most recent improvements, the American Association of Motor Vehicle Administrators recently presented ADOT with a 2014 Public Affairs and Consumer Education (PACE) Award for the installation of self-service, touch-screen kiosks, which perform ServiceArizona transactions, in more than half of the statewide MVD offices.
“These kiosks allow customers to quickly and efficiently complete their transactions in an MVD office and we’re pleased that thousands are doing so each week,” said Stacey Stanton, director of ADOT’s Motor Vehicle Division.
In 2013, ServiceArizona.com was redesigned to enhance the browsing experience and to improve the capabilities of the website. In addition, many of the features available on the full-service website were made available on kiosks located in MVD offices.
Two types of kiosks were developed. The EXPRESS Registration Renewal kiosk is programmed for registration renewals only and the EXPRESS MVD Services features registration renewals in addition to 19 other transactions, including address changes, voter registration and temporary vehicle permits. Most of the larger MVD offices are equipped with both kiosks.
ADOT MVD offices conduct an average of 14,000 kiosk transactions each month.
The self-service kiosks were implemented to allow more customers in MVD field offices the opportunity to conduct transactions on their own without assistance from customer service representatives. By introducing customers to the time-saving benefits of the new touch-screen kiosks, ADOT hoped more customers would be encouraged to conduct future transactions online at ServiceArizona.com.
The PACE Awards program recognizes public relations, public affairs and consumer education excellence among the motor vehicle, law enforcement and traffic safety agencies across North America. The awards acknowledge creativity, cost effectiveness and the ability to reach consumers with a well-crafted, measured and executed message.