Face coverings now required for ADOT workers; clients required to observe swimsuit | Sedona.Biz
The move affects all offices of the Arizona Department of Transportation
Phoenix az (June 20, 2020) – To step up efforts to protect the health and safety of all Arizonans during the current pandemic, employees and customers in all Arizona Department of Transportation offices, including the Motor Vehicle Division, must now wear face shields.
“Our first priority is the safety and wellbeing of our customers and employees,” said ADOT Director John Halikowski. “COVID-19 is a significant health threat and we are committed to protecting Arizonans, especially those in vulnerable populations.”
Based on guidelines from state and national health authorities, ADOT mandates the wearing of covers for employees and customers who have appointments in MVD offices and other ADOT locations where the public does business. This includes, but is not limited to, the ports of entry as well as the Enforcement and Compliance Department offices, the VIN inspection bodies and the Executive Hearing Office. So far, only customers in MVD offices with test appointments had to wear face covers.
Many Arizona communities require people to wear blankets in public, and ADOT urges customers to be aware of guidelines in their communities.
The vast majority of customer contacts take place in MVD offices. The sites have been open since the public health emergency was reported in March. However, appointments are required and are limited to services such as first-time driver’s licenses, first-time registration, and road tests.
True, the face covering requirement is new as the MVD Public Health Emergency Bureaus have implemented a number of public health procedures:
MVD began restricting all office visits to appointments to reduce the number of customer and employee interactions. This also discourages lines that form outside.
Every office now has clear screens separating employees and customers, as well as social distancing markers.
To further reduce the need for customers to visit an office, a nationwide customer service phone line has been set up at 602.712.2700 to process some transactions. Customers can also email MVD through the ADOT contact page at azdot.gov. In addition, online offerings increased significantly as more services were added to azmvdnow.gov.
Every location is cleaned regularly.
Many MVD services are always available online at azmvdnow.gov or through ServiceArizona.com.
Online options are especially important as customer service has been affected by the coronavirus. Call center operations have been reduced, which means that call queues can take more than 30 minutes to reach a customer service representative.
“ADOT continues to work with our telephone system providers to improve the customer experience,” said Halikowski. “We are working in unprecedented times and our customers are feeling the stress of trying to do business with us. We understand that this is not the level of service that the public expects or that we expect from ourselves, and we are working hard to find new ways to serve the public safely and effectively. “
With staff absent due to illness and quarantine requirements, customer service reps are under pressure to maintain an acceptable level of service based on the improvements MVD has announced over the past few years.
“Prior to this public health emergency, MVD was focused on improving the customer experience and reducing waiting times in offices. We haven’t lost that focus, ”said Eric Jorgensen, Director of ADOT Motor Vehicle Division. “We know the situation is not good for customers today and we apologize for that. At the same time, we have offices nationwide with frontline staff who strive to keep up with our customers’ needs. In stressful and hectic conditions, they are pushing to provide critical services to the public. We improve processes and technologies every day to improve the situation for the Arizonians. ”
The employee face covering requirement will apply from Monday June 22nd.
For more information: azdot.gov.