FOR IMMEDIATE RELEASE
|CONTACT:||Buel C. Young|
|MVA Organization Relations|
Governor O'Malley Announces Wait Times Reduced at MVA
StateStat Plays Key Role in Improving Efficiency at Branch Offices
Glen Burnie, MD (June 26, 2008)-Governor Martin O'Malley announced today that wait times at all Maryland Motor Vehicle Administration (MVA) offices have seen dramatic reductions for the first time in nearly six years. The MVA has achieved an overall statewide average wait time of less than 30 minutes in the MVA's branch offices. The previous statewide average wait time was 50 minutes to nearly one hour.
"Since taking office 18 months ago, we have been focused on improving customer service at the MVA," said Governor O'Malley. "Working with a broad range of MVA professionals, we identified service bottlenecks and developed real solutions that have produced visible results. A key measure of success is this substantial reduction in the average time people spend at an MVA branch office."
The improvement in the average wait time comes as the number of transactions, across the state, continues to grow. The MVA completed 12.2 million transactions in the fiscal year 2007 compared to 11.9 million transactions in fiscal year 2004.
"Improvements are primarily due to the Maryland-wide StateStat system, a day-to-day management tool for enhancing operational efficiency and improving employee productivity, that has been implemented by Governor Martin O'Malley," state MVA Administrator John Kuo. "Based on an evaluation of StateStat data, the MVA has implemented various actions including cross training customer agents, which has greatly enhanced employee productivity."
The MVA has also improved the technology used for walk-in customers to speed up their transactions. The MVA's Vehicle Emission Inspection Program continues to maintain an impressive overall statewide wait time average of less than 10 minutes.
"As always, the dynamics of the MVA's operations are such that wait times can change rapidly due to customer volumes at certain times of the day and week," concludes Administrator Kuo. "This can be compared to roadways and highways becoming congested during rush hour. We encourage our customers to check our online services. Why visit the MVA when you can do it in the comfort of your home?"