Through the Arizona Transportation Research Center, the Arizona Department of Transportation requested that research be performed to determine how Motor Vehicle Division (MVD) office customer service could be improved and wait times could be reduced. Key findings by the research team include: customer factors have little impact on wait times, if any; the main issue at hand is the non-identifiability of MVD field office service representatives; increasing staffing volume is unlikely to have any positive effect; and these findings are generalizable across all MVD offices. The key recommendations of the research team include: an in-depth study of each of the highest volume offices is necessary to remediate the problem; general remediation strategies will yield some results, but if cost is an issue, there should be targeted studies conducted; and detailed data should be kept on CSRs and transactions at each MVD office.
Through the Arizona Transportation Research Center, the Arizona Department of Transportation requested that research be performed to determine how Mot...
This research study looks at potential enhancements to Idaho’s DMV web portal. Researchers reviewed existing literature to extrapolate potential ben...
Links with this icon indicate that you are leaving a Bureau of Transportation
Statistics (BTS)/National Transportation Library (NTL)
Web-based service.
Thank you for visiting.
You are about to access a non-government link outside of
the U.S. Department of Transportation's National
Transportation Library.
Please note: While links to Web sites outside of DOT are
offered for your convenience, when you exit DOT Web sites,
Federal privacy policy and Section 508 of the Rehabilitation
Act (accessibility requirements) no longer apply. In
addition, DOT does not attest to the accuracy, relevance,
timeliness or completeness of information provided by linked
sites. Linking to a Web site does not constitute an
endorsement by DOT of the sponsors of the site or the
products presented on the site. For more information, please
view DOT's Web site linking policy.
To get back to the page you were previously viewing, click
your Cancel button.