Case Study: Maryland Department of Transportation Motor Vehicle Administration achieves faster, more modern customer service with Fast Enterprises Customer Connect

Maryland Department of Transportation Motor Vehicle Administration - Customer Case Study

The Maryland Department of Transportation Motor Vehicle Administration (MDOT MVA) faced the challenge of serving its citizens with an unwieldy and aging IT infrastructure. The agency was hampered by approximately 40 disparate legacy systems that were difficult to update, forcing changes to be batched only four times a year and preventing the delivery of modern, efficient customer service. To overcome this, MDOT MVA partnered with Fast Enterprises to implement a new, unified solution.

Fast Enterprises implemented its Customer Connect system, which replaced the numerous legacy platforms with a single, modern software solution. This provided staff with a comprehensive 360-degree view of each customer, streamlined processes, and enabled rapid system updates. The results were significant, including a reduction in customer wait times from a 40-minute goal to just 10 minutes, the ability for customers to complete services like medical certification uploads online, and a major boost in employee morale as staff were empowered with better tools.

Maryland Department of Transportation Motor Vehicle Administration

Chrissy Nizer

MVA Administrator