Montana MVD Integrates Technology for Improved Customer Service

The Montana Department of Justice announced today that its Motor Vehicle Division (MVD) has launched a new chat-based automated system for its website visitors with the goal of improving and simplifying customer service.

“The Montana Department of Justice is one of the first government agencies in the United States to utilize this particular technology,” said Attorney General Tim Fox.  “The new system assists customers in navigating our Motor Vehicle Division’s webpages, stepping them through complicated processes and services while offering a new way for Montanans to submit questions and comments directly to employees who can answer them, making the most of everyone’s valuable time.”

Similar to texting on a cell phone, the Bot Enhanced Navigation (BEN) system is completely mobile responsive and does not require users to download an app to use it.  BEN is available 24/7 on MVD’s website to help customers whenever it’s convenient for them.  Another system, the Customer Assistance Management Interface, or CAMI, will change the way MVD interacts with its customers.

Sarah Garcia, Motor Vehicle Division Administrator, said, “Implementing this new system is part of our commitment to use innovative technologies to develop smart solutions for the way we deliver services to our customers.  By focusing on our pledge to responsibly use taxpayer funds, the technology itself cost us less than $700 for lifetime access. If we were to have outsourced this work, MVD would have spent tens of thousands of dollars for this type of implementation, along with a monthly users fee.”

The new customer assistance system filters customer questions, comments, and complaints and will give citizens a chance to rate and give feedback on the Montana Department of Justice’s website and on MVD’s customer service.

To access MVD services on the web, visit:  https://dojmt.gov/driving/.