| GLEN BURNIE, MD (July 1, 2020) – The Maryland Department of Transportation Motor Vehicle
Administration (MDOT MVA) is moving forward with its phased reopening plan, and
is expanding service options to provide premier customer service statewide as
Maryland continues its COVID-19 recovery. On Saturday, July 18, MDOT MVA will
open branch offices statewide for appointments for the full day – from
8 a.m. to 4:30 p.m. – and will continue offering a full day of
appointments one Saturday per month until customers who have
expired products have been assisted. The
extended hours will allow MDOT MVA to double the number of appointments
available on that day. Appointments will continue to be mandatory and will be
available for customers to complete driver services transactions such as
non-commercial driver’s license skills test, renewal of driver licenses and
identification cards, and obtaining a learner’s permit. Additionally, beginning
July 25, appointments to address vehicle services such as tags, titling,
handicap placards and insurance services, will be available during
normal Saturday hours, 8 a.m. to 12 p.m.
MDOT
MVA began its phased reopening plan June 8 and has welcomed customers back on
an appointment-only basis at 22 full-service branch offices across the state.
On Monday, July 20, MDOT MVA will reopen the following part-time offices that
had remained closed:
Appointments
can be made through the MDOT MVA Central Scheduling System website or by calling 410-768-7000; customers can also
contact MDOT MVA on Facebook and Twitter for
assistance. Safety measures to combat COVID-19, including
plexiglass dividers at stations, social distancing practices, limited seating
and mandatory face coverings, remain in effect at MDOT MVA branches.
“At
MDOT MVA, safety is always our number one priority, and we are committed to
providing premier customer service in the safest way possible,” said MDOT MVA
Administrator Chrissy Nizer. “We understand the importance of the services we
provide and we are working hard to serve Marylanders as quickly – and as safely
– as possible as we move through this unprecedented time.”
MDOT
MVA appreciates customers’ patience while we experience a higher-than-normal
volume of calls, emails and social media messages. We ask that customers who
have expiration dates in the future please hold off on scheduling an
appointment for renewal services so that we can accommodate customers whose
deadlines have already passed. All vehicle registration transactions
should continue to be completed by mail, or through MDOT MVA’s eStore and
self-service kiosks.
To
further enhance the customer experience, MDOT MVA has begun testing a chat
function on its website. The automated function, known as “Agent
Mary,” communicates with and responds to MDOT MVA-related questions from
customers 24 hours a day, seven days a week. Since Agent
Mary went live early June, it has had nearly 150,000 conversations and has
a 93 percent approval rating among customers.
“Agent
Mary is an innovative tool and another way we can provide premier customer
service,” said Administrator Nizer. “We need our customers to help us, though –
please consider using this chat option to get the answers to your
next questions about MDOT MVA. Your questions will help us to train Agent
Mary to provide the most accurate information to all customers."
Marylanders
are reminded that Governor Larry Hogan issued an Executive Order authorizing an extension of all driver’s and business
licenses, identification cards, permits and registrations that expire or are
eligible for renewal during the state of emergency. As a result, those
documents will not expire until 30 days after the state of emergency has been
lifted. MDOT MVA’s reopening does not impact the status of the state or
emergency, which remains in effect. Law enforcement agencies – in Maryland
and nationwide – have been notified of the extension.
For
more information on MDOT MVA’s COVID-19 response and answers to frequently
asked questions, please visit: mva.maryland.gov/pages/covid-19.aspx.
|
