ANNAPOLIS, Md. — As 2025 draws to a close, the Maryland Department of Transportation Motor Vehicle Administration is pointing to a year of changes aimed at making government services faster, more transparent and more convenient for residents, highlighting shorter wait times, expanded digital tools and the growing availability of multiple government services in one location.
MVA officials said the agency has focused on redesigning the customer experience, with an emphasis on efficiency and accessibility. According to the administration, those efforts have resulted in a 99.5% customer satisfaction rating statewide.
“Our focus is simple: provide every Maryland resident with the best possible customer experience,” said MVA Administrator Chrissy Nizer. “With a 99.5% customer satisfaction rating, our customers agree that the MVA model is working and meeting Marylanders where they are.”
Among the most visible changes this year was the launch of an online Data Dashboard designed to give customers real-time information before they arrive at a branch office. The dashboard shows current wait times, average visit lengths and a breakdown of available services at each MVA location across the state.
The agency said the dashboard, which is optimized for mobile devices, has helped customers better plan their visits and contributed to maintaining an average wait time of about five minutes for the second straight year. MVA officials described the tool as part of a broader effort to increase transparency and reduce frustration for customers.
Another major focus for the MVA in 2025 was expanding its One Stop Shop initiative, which brings multiple state and federal services together within MVA branch offices. The goal is to reduce the number of separate trips residents need to make to access government services.
This year, the MVA added Veterans Services Offices at its Waldorf and Annapolis branches. Those locations join a growing network of partner services operating inside MVA offices, including TSA PreCheck, Transportation Worker Identification Credential processing, E-ZPass services and offerings from the Maryland Department of Health and the Department of Natural Resources.
With nine Veterans Services Offices now located in MVA branches and additional sites planned, officials said veterans and their families are benefiting from easier access to services in more convenient locations.
The agency also continued to expand its digital services through myMVA Online Services. More than 2.5 million Marylanders are now registered to use the platform, which allows customers to complete more than 60 driver and vehicle-related transactions without visiting a branch.
Services available online include license and registration renewals, address updates, applications for disability-related products and secure messaging with MVA staff. Customers who opt in to email notifications can receive renewal reminders earlier, a move the agency said helps residents avoid late fees while also reducing paper use.
In addition to customer service improvements, the MVA highlighted steps taken this year to modernize operations and reduce its environmental impact. The Business Licensing unit transitioned to paperless correspondence, a shift officials said will serve as a model for broader digital changes across the agency.
The MVA also now issues permanent vehicle registration stickers to all 100% disabled veterans. The change eliminates the need for annual replacement stickers, reducing administrative costs and postage expenses while providing the benefit to veterans at no cost.
Agency leaders said the combined efforts reflect a year of measurable progress driven by customer feedback, interagency partnerships and a focus on long-term efficiency.
Together, these initiatives “highlight a year of measurable progress, strong partnerships and customer-driven innovation,” the agency said in a statement. Officials added that additional service enhancements are planned for 2026 as the MVA continues to build on this year’s momentum.
More information about MVA services and online options is available at mva.maryland.gov.
