Maryland Department of Transportation’s
Motor Vehicle Administration
Caring Responsive Committed
Caring for Customers Across Maryland
18 Full Service Offices
3 Limited Service Offices
1 Express Office
2 Satellite Offices
1 Mobile Bus
18 VEIP Testing Stations
10 VEIP Self-Service Kiosks
52 Kiosks
2 Call Centers
e-Store/Website
Mobile App
Telephone Interactive
Voice Response (IVR)
Mail Processing Center
- Send 11.1 M pieces per year
2
MVA’s Role in Transportation
3
4.3M valid MD driver’s license holders
5.1M registered vehicles
597,000 identification card holders
Processed 11M transactions
Served 3.8M walk-in customers
FY16
Business Licensing
Tag and Title Vendors - 372
Dealership Licenses -1,468
Salesman Licenses– 5,630
Driving Schools -264
Driving Instructors -746
Revenue Collection
4
Amounts in Millions
FY 16 Gross Revenue - $1.7 Billion
External Disbursement of Funds - $171 Million
Remainder to the Transportation Trust Fund - $1.5 Billion
Represents approximately 1/3 of total TTF
Excise Tax
($863.5)
Registration & Related
Fees ($502.3)
Title & Related
Fees ($117.1)
Uninsured
Motorists ($79.3)
Drivers
Records ($23.0)
VEIP ($31.6)
Drivers Licenses ($54.0)
Other ($37.9)
Expenditures
5
Internal Expenditures
FY15 FY16
Expenditure Expenditure
Salaries and Wages $117,757,723 $119,711,987
Contractuals and NEC TE's
$1,710,704 $1,843,664
Land and Structures $8,068,706 $4,560,342
Leases etc. $7,909,086 $7,993,464
Communications $6,198,104 $7,920,599
Contractual Services $55,408,293 $61,274,203
Supplies & Equipment $1,223,679 $1,193,509
Fuel and Utilities $2,189,931 $2,178,929
Grants and Subsidies $9,483,932 $8,759,647
Other $5,557,258 $4,856,395
Total $215,507,416 $220,292,739
Budget $230,178,570 $227,963,315
% of Budget 93.6% 96.6%
Category
Salaries and
Wages
54%
Contractuals and
NEC TE's
1%
Land and
Structures
2%
Leases etc.
4%
Communications
4%
Contractual
Services
28%
Supplies &
Equipment
0%
Fuel and Utilities
1%
Grants and
Subsidies
4%
Other
2%
FY16 Expenditures - $220.3 Million
Capital Projects
6
Capital Investments FY15-FY16
Project Category Percent
Dollars
IT Equipment & Systems
Preservation
42.4% $17,944,096
Driver License System
Improvements
18.6% $7,856,283
Project Core
11.9% $5,048,734
Branch Offices Preservation 10.3% $4,369,197
Comprehensive Planning &
Administrative
7.3% $3,100,480
Alternative Service Delivery
Systems
7.0% $2,977,466
VEIP Station Preservation 2.4% $1,001,644
100.0% $42,297,899
IT Equipment &
Systems
Preservation
42.4%
Driver License
System
Improvements
18.6%
Branch Offices
Preservation
10.3%
Alternative Service
Delivery Systems
7.0%
Project Core
11.9%
Comprehensive
Planning &
Administrative
7.3%
VEIP Station
Preservation
2.4%
Capital Investments
Comprehensive Customer Service Plan
7
Employee Driven
Enhanced Training /
Employee Development
Senior Management
Providing Branch
Customer Support
Service Improvements
Enhanced Products
Branch Appearance
IT System
Enhancements
Employee Recognition
Improving Customer Service
8
“Skip the Trip”
to the MVA!
MVA customers want to
complete transactions through
the same convenient methods
they complete other retail
transactions.
Web, kiosks and mail to
complete many transactions,
including 24/7 VEIP Kiosk
Today, more than half of all
MVA transactions are
completed through these
customer-friendly methods
Customer Service Enhancements
Traffic fine payment kiosks for
one-stop shop experience
Nepali language added to the law
test
Order an expedited title online
9
Decreased time to take driving
test from 50 days to less than
10 days
One click registration renewal
from email
Permanent registration stickers
for disabled veterans
10 emission self-service kiosks
Comparing Overall Avg. Wait Time (mins)
CY ’14 - CY ‘16
10
Enhanced Products
11
Maryland Proud Driver’s License
& License Plate
New license/ID most secure in the
nation
Prevent ID theft and fraud
New Maryland Proud plate
replaces War of 1812 plate
New plate more easily readable by
law enforcement
New products showcase pride in our
state
Highway Safety
12
MVA Admn. serves as Governor’s
Highway Safety Representative
Vision of Toward Zero Deaths
Responsible for distributing
National Highway Traffic Safety
Administration Grant Funding -
$12.5 million FFY 2016
Collaboration in Strategic
Highway Safety Plan has been
viewed as a model by FHWA.
Executive Council – MDOT, MSP,
DHMH, MIEMSS
MVA’s Future: It’s All About The Customers
13
Implemented soft launch of
Quick Check – Fall 2016
Added new VEIP Kiosk in
Columbia – October 2016
Expanded Call Center hours
to 5:30pm – January 2017
Add tag return at info. counter
– Early 2017
Provide online pre-fill renewal
application – Spring 2017
Launch major IT upgrade –
Spring 2017
Offer other Gov’t services at
MVA
MVA’s Future: One Stop Shop for Gov’t Services
14
MSP Mechanics Test at
all full-service MVA
Branch Offices
Maryland residents can
obtain a duplicate
Social Security Card
online
Finalizing agreement
TSA Pre-Check / TWIC
Partnership with DNR
at Essex Branch Office
J00E00 – MDOT- Motor Vehicle Administration
MDOT RESPONSE TO DLS ANALYSIS
1
DLS Budget Analysis Issues
1. Goal for ASD Transactions (Page 6)
MVA should increase its goal for Alternative Service Delivery transactions.
MDOT Response:
Alternative Service Delivery (ASD) transactions continue to trend upward from 55.8% in
FY 2015 to 57.0% in FY 2016. The MVA’s new goal for FY 2017 ASD is 62%. We
continue to increase our product offerings on ASD. We recently implemented the option
to order an Expedited Title online, and the ability to purchase a two-year vehicle
registration online after you obtain a safety inspection for a previously owned car.
DLS Budget Analysis Issues (Continued)
2. MVA should comment on why it has not hired permanent positons for Noah’s
Law and increase in vehicle sales (Page 10)
MDOT Response:
MVA’s request for temporary positions is to support the increased enrollment resulting
from enactment of the Drunk Driving Reduction Act of 2016 – Noah’s Law (SB945).
MVA will continue to monitor the customer enrollment and reassess the workload to
determine the ongoing effort to manage this program. Similarly, in terms of the increased
vehicle sale, as more transactions are being pushed out to alternative services MVA will
monitor and reassess the ongoing workload and assign staff appropriately.
J00E00 – MDOT- Motor Vehicle Administration
MDOT RESPONSE TO DLS ANALYSIS
2
Operating Budget Recommended Actions
1. Concur with Governor’s Allowance
MDOT Response:
The MVA concurs with the DLS recommendation.
PAYGO Capital Budget Recommended Actions
2. Concur with Governor’s Allowance
MDOT Response:
The MVA concurs with the DLS recommendation.
