Customer Convenience

This award recognizes jurisdictions for making life easier for customers, through offering or enhancing programs such as online transactions, mobile units, access to vital records, improved payment options, greeter/triage stations, the ability to speed up service if the wait time is long, or other conveniences. This is an agency award. There will be one agency recognized as the regional winner in each region and of those four, one will be chosen as the international winner.

Selection Criteria

  • Project/program results in customer convenience
  • Customers benefited from project/program
  • Measurable outcomes
  • Customer testimonials endorse service

2022 Winners 


International and Regional

Maryland Department of Transportation Motor Vehicle Administration

Maryland MVA Provides Certified Birth Certificates at Branch Offices

The Maryland Department of Transportation Motor Vehicle Administration (MDOT MVA) and the Maryland Department of Health (MDH) Division of Vital Records has made it easier than ever for Maryland-born customers to complete REAL ID requirements ahead of the May 3, 2023 deadline by providing onsite certified copies of customer birth certificate at two central Maryland locations. In 2018, the Maryland General Assembly passed Senate Bill 38, Motor Vehicle Administration – Birth Certificates – Issuance of Copies, authorizing MDOT MVA to access birth certificates electronically from MDH and provide a copy to customers under certain circumstances. In 2021, MDOT MVA made available at two of its branch offices a pilot program that gave Maryland-born customers the ability to request a certified copy of their birth certificate and have it printed onsite to provide as proof of identity to acquire a REAL ID. Since the program inception, more than 1,000 customers in the two branch locations have benefited from this convenience.

Regional

Alabama Department of Revenue Motor Vehicle Division

Public Title Portal

Alabama's online title portal allows vehicle owners and lienholders who are not designated agents of the state to view the status of their applications for certificate of title, change a mailing address when a certificate of title is undeliverable, submit replacement title applications, submit applications to record, release or transfer a security interest in a vehicle, submit applications for title for a vehicle that has been salvaged, and submit applications for inspection of a salvage vehicle that has been retained by the owner and rebuilt. Designated agents of the department also have access to these features through the Alabama Title System. The objectives of the project were to reduce telephone and email queries, eliminate approximately 15,000 paper requests to reprint, and reduce paper applications. The service reduces the time to issue a certificate of title to 2-3 days by eliminating mail and remittance processing. Additional services are planned to be added to the portal. Now, less than 1% of the total number of title applications are paper applications.

Idaho Transportation Department Division of Motor Vehicles

DMV Modernization Team

The Idaho DMV is continuing to align its services with their customers' preferences and behaviors. In every purchase and every transaction, Idahoans expect convenience, availability, price, and quick delivery. In 2021, the DMV introduced a QR code on its vehicle registration notices. Customers can now mobile renew their vehicle registrations by scanning the QR code with a smart phone. When the QR code is scanned using a smart phone, an online form appears allowing for a quick and secure renewal. The renewal notice now gives the customers four options to renew: mail, go to the DMV website, use the QR code, or go into the county office. The QR code is the cheapest of the options. More than 52,000 have 'skipped the trip' to the DMV by using the QR code to mobile renew. The tool was selected as the Idaho Transportation Department's Best of the Best Innovation Project for Customer Service in 2021. It is planned to introduce the QR code on driver's license renewal notices in 2022.

North Dakota Department of Transportation

Reinventing the Customer Experience

North Dakota's driver license and motor vehicle services staff sought to provide more accessibility to services and create a universal service delivery platform with convenience and safety as the number one priority. The result was the creation of a new service to renew a commercial driver's license online. Kiosk services were expanded across the state where now drivers can renew a license, request a replacement license or ID card, schedule a road test, pay a reinstatement fee, change their address, and edit donor registry information. This reduces travel for citizens and employees and reduces agency operating costs. In addition, a new mobile application was launched called ND Drive. This application enables users to conduct various transactions on any mobile device or tablet. The app provides another alternative to in-person appointments. The last year has brought on many challenges and the NDDOT has implemented many innovations, all with the goal of increased customer service and convenience.