ADOT - Motor Vehicle Division

The report addresses several aspects of the Motor Vehicle Division’s (MVD) driver’s license and title and registration functions. First, auditors found that although customers are generally satisfied with the service MVD provides, some still spend a significant amount of time at some offices. While MVD is making efforts to further improve customer service provided in its offices and over the telephone, it needs to develop methods to better measure office and telephone service performance. Additionally, MVD needs to increase oversight of private companies used to process certain motor vehicle transactions, such as title and registration documents and driver’s license applications. Finally, the Legislature should require MVD to notify taxpayers of changes in vehicle value and provide an opportunity for taxpayers to appeal any revaluation errors.