Published On: Thu, Jun 28th, 2012

Indiana BMV Selected Nation’s Best Again

INDIANAPOLIS– Proclaiming the Indiana Bureau of Motor Vehicles (BMV) as the “best in the nation,” Governor Mitch Daniels today announced that the agency has earned its third International Customer Service Award from the American Association of Motor Vehicle Administrators (AAMVA) in the past five years.

“The Indiana BMV has gone from being the worst to the best over the past seven years thanks to the hard work and dedication of employees from South Bend to Evansville and Terre Haute to Richmond. They have created a culture of customer service that is second to none,” said Daniels. “The BMV’s remarkable transformation benefits everyone.”

In the most recent customer survey, the BMV’s satisfaction rating was 95.9 percent. Statewide, average branch visit times are consistently under 15 minutes.  At the central office, titles that once took four to six weeks to process are now completed in three days. Similar improvements in service can be noted in all BMV activities.

The AAMVA Customer Service Award is presented annually to an agency that has demonstrated exceptional service based on overall performance or a specific program.  The Indiana BMV first received the award in 2008 and then again in 2010.

R. Scott Waddell, BMV Commissioner, explained that the agency is continuing to explore ways to further improve customer service and control operating costs at the same time.  He cited the “Customer Choices” initiative that has created more convenient ways for customers to do business with the BMV and for many customers, eliminated the need to visit a license branch.  To date in 2012, over 70 percent of all registration/plate renewals are being completed online, by mail or by phone.  Using the new online renewal option, 30 percent of driver’s licenses are being renewed through the myBMV.com website.

The Indiana BMV completes over 13 million transactions each year including the registration of 7.2 million vehicles and watercraft.  The agency also licenses and maintains the records of over 4.6 million drivers. Almost 4 million customers annually visit the BMV’s 138 license branches, and the myBMV.com website has 4.8 million visitors each year.

Source: Indiana Bureau of Motor Vehicles (BMV)

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