Case Study: Virginia Department of Motor Vehicles achieves record enrollment for its Mileage Choice Program with Amazon Web Services

Establishing the Nation’s Largest Mileage-Based User Fee Program Using Amazon Connect with the Virginia DMV

The Virginia Department of Motor Vehicles needed a fast way to launch a new mileage-based highway use fee program for fuel-efficient and electric vehicles as fuel-tax revenue declined. Working with Amazon Web Services through Emovis and Amazon Connect, the Virginia DMV had to create a customer enrollment and support process that could meet a strict statutory deadline and handle growing demand.

Amazon Web Services, via Amazon Connect, helped the Virginia DMV implement the Mileage Choice Program in just 6 months. The solution scaled to support heavy enrollment and improved staff productivity by offloading customer service and mileage processing to Emovis; as a result, the program enrolled over 10,000 people in its first 6 months, far exceeding the original goal of 2,000 and becoming the largest road-usage charging program in the United States.

Virginia Department of Motor Vehicles

Scott Cummings

Assistant Commissioner for Finance