News : Maryland Motor Vehicle Administration Expands Call Center Hours
Montgomery County, MD, USA, Jan 3, 2017 -- The Maryland Department of Transportation’s Motor Vehicle Administration (MVA) is expanding its call-center hours from 8:30 a.m. to 5:30 p.m. on weekdays.
"Our administration is committed to making state government work for the people – not the other way around," said Maryland Governor Larry Hogan. "This expansion will give citizens more access to MVA services and information at a time that is more convenient for many hardworking Marylanders’ busy schedules."
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According to a news release, the MVA receives 1.8 million calls annually and answers on average 6,600 calls daily during normal business hours. An analysis of call-center data demonstrated that customers regularly attempt to reach the call-center after hours. The highest number of these calls occur between 4:30 p.m. and 5:30 p.m.
"As a customer-driven agency, MDOT has delivered again on the Hogan administration’s promise to better serve Marylanders," said Transportation Secretary Pete Rahn.
The MVA began a soft launch of the one-hour expansion in November of last year. So far, during the expanded hours, the call center has handled nearly 3,000 additional calls from customers. The MVA anticipates that number to increase to an estimated 41,000 annually as more customers become aware of the expanded hours.
"We’ve been able to expand our weekday call-center hours with existing staff to ensure no additional expense to Maryland taxpayers while improving convenience for our customers," said MVA Administrator Christine Nizer.
Posted by Veronica Silva Cusi, news correspondent
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