Last week, May 12-13, AAMVA's DMV Service Delivery Model Guidelines Working Group gathered in Atlanta, GA, for a two-day in-person meeting to advance a member-driven initiative of enhancing customer service delivery through operational improvements. Representatives from MVA jurisdictions across the country came together to share how their agencies currently deliver services, dig into research across operational workstreams, and begin shaping a guidelines manual that will give jurisdictions practical, adaptable tools for improving customer service delivery. The energy in the room reflected how much this work matters.