AAMVA’s members continue making impressive operational advancements, belying the “DMV stereotype” and reshaping service to better meet customer needs. Members are striving to combat a legacy of negative public perception, adapt to new demands and achieve excellence in customer service. These changes are driven by technological innovations, shifting customer expectations, and new issues and challenges. For jurisdictions, it means overcoming past frustrations to provide efficient, high-quality service through constant evolution and modernization.

AAMVA and our members have long prioritized customer satisfaction—not only improving wait times and simplifying platforms but fundamentally changing the way agencies interact with the public. Often, external factors accelerate the need for change. The rise of digital technology has transformed customer service across all sectors, and AAMVA members are no exception. Online services, self-service kiosks and mobile apps have become essential tools for reducing wait times and improving customer satisfaction.

Today’s customers expect more from their interactions with government agencies. They demand convenience, efficiency and transparency. Agencies can meet these expectations by providing clear information, streamlining processes and ensuring staff are prepared to handle customer inquiries effectively. Improving customer service also means investing in employee training and supporting morale. Frontline employees are the face of the organization and their interactions with the public shape customer perceptions. Training programs that focus on customer service skills, empathy and problem-solving result in more positive experiences for customers.

Training can also help prepare staff for unexpected or challenging customer interactions. For example, First Amendment auditors film public spaces, officials and facilities to test constitutional rights, requiring jurisdictions to make accommodations to provide uninterrupted customer service. These auditors argue that their actions promote transparency and accountability, but their confrontational approach may, at times, create tension and disruptions.

Auditors may attempt to engage staff in lengthy confrontations, leading to delays and negatively impacting other customers. Adopting strategies and policies to handle these situations professionally and respectfully is critical to sustaining positive public perception and trust.

This issue of MOVE addresses the topic of First Amendment auditors to help facilitate discussion within our community. AAMVA is making new investments to support members’ delivery of service, and First Amendment auditors are just one example of an emerging topic of interest. Over the past decade, and especially since COVID dramatically altered how MVAs conduct business, there has been a growing interest in having more of these topics discussed in AAMVA forums.

Jurisdictions have expressed interest in resources on a variety of topics, including contact centers (for which there was a dedicated 2023 Pop-Up Classroom), hiring and retention, media training, employee safety, customer flow management, and the use of AI in customer service delivery. To best meet this need for new resources and support, our recent governance reorganization adds a focus on efficiency and optimizing existing services and platforms.

The AAMVA Board moved forward with a novel business area intended to focus on the highest priority topics in MVA operations and customer service. The creation of the MVA Operations and Customer Experience Committee, along with an executive position of the same name, provides the first dedicated space for AAMVA members to discuss, develop and share best practices for customer service topics that cut across disciplines and operational silos. The new committee will oversee working groups to create resources responding to novel and changing member needs, beginning with the Employee Safety and Security working group. In short, this committee will support MVAs in better serving their customers and helping staff become more productive and effective.

Over the years, AAMVA has been privileged to serve our members. We have worked side-by-side with jurisdictions, whether providing expertise on driver licensing, identity management, vehicle registration and titling, fraud prevention, and law enforcement to developing resources, best practices and trainings. We are now positioned to add resources and facilitate member engagement for the many customer-focused topics facing our members and their stakeholders. The AAMVA team is excited to expand our portfolio as another way to support members, helping them meet new demands, overcome emerging challenges and continue to provide excellent service to their customers.