This award is presented to jurisdictions for improving customer-facing processes through offering or enhancing things such as online transactions, mobile units, access to vital records, improved payment options, greeter/triage stations, the ability to speed up service if the wait time is long, or other conveniences.

This is an agency award and is awarded one per each region and among those, an international winner is selected. 

Each agency may submit only ONE entry.

Criteria for selection:

• Project/program results in improved customer convenience
• Customers benefited from project/program
• Measurable outcomes
• Customer testimonials endorse service

Region 1

Maryland Motor Vehicle Administration

MVA Self-Service Check-in Kiosks

In July 2024, the Maryland Motor Vehicle Administration (MVA) placed self- service check-in kiosks in eight branch offices for customer convenience. The self-service check-in kiosks were developed and created by FAST Inc. They serve as a quick and efficient way for customers to check-in for their MVA appointment. Prior to adding the self-check-in kiosks, customers with appointments had two choices: Check-in for their appointment using the email or text prompt from their phones or wait at the information counter.  To date, more than 134,000 customers have used the self check-in kiosks to alert MVA staff of their arrival.     

Region 2

North Carolina Division of Motor Vehicles

Self Service Terminal 2024 Implementation

The North Carolina Division of Motor Vehicles  implemented an innovative self service terminal  kiosk project aimed at improving service accessibility, streamlining processes, and enhancing customer satisfaction. These self-service kiosks allow customers to complete essential transactions, including driver’s license and ID  renewals and duplicates, vehicle registration renewals, and vehicle property tax payments, without requiring a DMV office visit. Strategically placed in high-traffic locations across the state, the kiosks serve residents who seek convenient, time-saving alternatives. Since their introduction, the kiosks have encouraged broader adoption of electronic DMV services. With an intuitive interface and real-time processing, they bridge the gap for residents unfamiliar with online options while providing a secure, digital pathway to DMV services. 

Region 3

Kansas Division of Motor Vehicles

ELDT and CLP Issued by Mobile Staff

The Kansas Division of Vehicles would like to nominate it’s CDL audit/training team and Mobile driver license issuance team for their efforts in ELDT training and CLP issuance. These two teams combined their efforts on 4 events mainly focused in the central and western regions of the state. The goal was to provide their agricultural and USD CDL communities with an additional avenue to complete ELDT training given the rural nature of our state and the demand for drivers in this industry.  These events gave them the opportunity to assist larger groups of individuals in a controlled class setting. The four events provided their agricultural partners most who are operating in a custom harvest capacity an efficient way to allow their drivers the opportunity to complete ELDT training. This is also true for their USD school districts and their school bus drivers. The time frame is often tight for hiring and onboarding especially in the custom harvest operation when many of their drivers are non-domicile. Being able to provide these pivotal Kansas partners with an efficient, professional, customer service friendly approach in getting their staff through the ELDT process. Over the six events there was a total of 757 class attendees. Not all the attendees needed a CLP to be issued as they previously obtained the permit before attending. The mobile issuance team was available at three of the events, Dodge City, Colby and Maize. The mobile team consisting of 2-3 staff members at each event, were able to issue 165 CLP’s. The mobile issuance team was vital in these locations, due to their high concentration of non-domicile custom harvest CDL applicants. Without their assistance the driver license offices in the western region would have undergone extra pressure to process these applicants and may have resulted in delays for the custom harvest operations located in the state of Kansas. 

Seneca, KS: Feb 5-7                  137 individuals 

Dodge City, KS:   Feb 20-22     149 individuals 

Colby, KS:   Apr 24-26               170 individuals 

Maize, KS: Jun 24-26                 230 individuals 

Gypsum, KS:     Jul 23-25           50 individuals 

Goddard, KS:   Sep 11-13          21 individuals 

The class provided in Maize, KS, was focused just on the USD school bus drivers. Kansas has a very strong and positive relationship with their USD and work closely with them to aid where it is needed. The agricultural and USD community have greatly benefited from their efforts, and they are very appreciative of the Division of Vehicles’ progressive thinking and willingness to assist their communities. With any program there are always improvements to be made, and they will progressively adapt the program to be more effective and efficient as they move forward in maintaining the success of the service they are providing.