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News Release, Maryland Department of Transportation Motor Vehicle Administration
Appointment process, COVID-19 safety measures for customers and staff remain in place
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:
Calvert County – Prince Frederick
Garrett County – Oakland
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.?