How self-service DMV kiosks boost user convenience, efficiencies

February 24, 2021 • Republished from kioskmarketplace.com
Hardly a week goes by without news about a state or local government expanding vehicle registration and/or license renewal kiosks. State and local governments have recognized the time saving benefits that automated renewal offers customers for years, but COVID-19 seems to have accelerated the pace.

From kiosk veteran Frank Amoruso’s view, the best is yet to come. While as many as 45 DMVs in the U.S. are operating some type of self-service kiosks, there is still a large number of government agencies that have not yet taken advantage of the technology. As the chief growth officer at Intellectual Technology Inc., a Fort Wayne, Indiana based technology company, Amoruso believes this will change over the next few years.

“It is a convenience for their citizens,” Amoruso said. “Essentially, we are an extension of the DMV providing a service in the location.”

A visitor can scan a driver’s license, swipe a credit card, then print their registration card and decal and be on their way.

Multiple uses

ITI solutions are used to process motor vehicle transactions for:

Vehicle and watercraft registrations.
License plates.
Drivers license renewals.
Vehicle and vessel titles.
Customized notices and forms.
Driver knowledge testing.
CDL testing.
Scheduling and more.

“Whether it’s a renewal on the driver’s license or a vehicle registration — you can get a copy of your driver’s record if you need it,” Amoruso said. “We do so many different transactions depending on the state.”

“Using the kiosks assists the office personnel in managing a growing workload, and the kiosks can be placed in locations outside the traditional agency office, offering more convenience to the citizens,” he said.

COVID-19 boosts interest

“When things like COVID happen, we have been available for the transactions of DMV,” Amoruso said. “When they close, you can still go to your local grocery store. Because we are not locked up behind the doors of the DMV, it allows us to continue to allow the DMV to do business.”

In addition to providing a safer and more convenient way for motorists to renew registrations and licenses, the kiosks give the government agencies a way to continue to serve constituents while protecting the safety of employees by having fewer people working in branch offices.

Reaching consumers at more touchpoints

One change that was evident prior to COVID-19 was the expansion of kiosks from DVM facilities to retail locations, where motorists can renew their registrations and/or licenses while they’re doing their routine shopping.

Outside of DMV facilities, the kiosks — which connect to the company server via hard wire or a cellular signal — are operating at supermarkets, convenience stores, mall food courts and university campuses.

“It just needs to be a place that is reasonably available to citizens,” said Amoruso, who estimated that about half the kiosks his company operates in 14 states are now at locations other than the DMV offices.

“These unique kiosk placements are in addition to kiosks at the traditional DMV office sites,” observed Andrew Govek, senior vice president and project leader at Frank Mayer and Associates Inc., which provides the hardware for the ITI kiosks.

“ITI has a great group of experts determining what hardware components and software functionality is needed for the various state governments,” Govek said. “Our companies also collaborated on multiple kiosks that are accessed from an outdoor wall of a DMV office.”

How the business model works

Once a DMV decides to deploy a self-service kiosk, the next step is usually to send out a request for bids, which includes the specifications they are seeking. ITI then works with Frank Mayer and Associates Inc. on the design of the kiosks.

“We designed the program such that ITI carries the cost of the hardware, install and maintenance, and the agency contributes the resources to help us integrate to the state system,” Amoruso said. “In this model, we collect a small fee for each transaction.”

Field techs replenish the kiosks with paper for receipts and decals.

While some customers buy the equipment, most opt for having ITI own and operate the kiosks for a fee, he said.

“It essentially ends up being a no-cost solution to the state,” Amorusa said.

Versatile technology

As a payment card industry certified equipment provider, ITI has independent auditors ensure the security of credit card transactions and that its technology protects consumer privacy.

The equipment is also ADA 508 compliant for the visually challenged, and offers text-to-voice screening in multiple languages, which makes transactions faster.

In addition, the equipment is SOC 2 compliant, meaning that it is audited to ensure that the company is managing the data in a way that protects the privacy of its clients.

“We don’t share any data with anybody, relative to consumers,” Amoruso said. “It’s not our data; it belongs to the DMV, and we go above and beyond to protect that data.”

Two of the four kiosk models the company uses offer cash payment.

Future models could include facial recognition and voice commands, Amoruso said.

Expansion continues

To date, results from the field have been encouraging.

Last fall, the Nevada DMV added the first-of-its-kind drive-through kiosk from ITI in South Reno, allowing Nevadans to complete registration renewals, duplicate registrations and decals, insurance suspension reinstatement, driver history printouts and tax exemptions.

Using the access code or bar code from their renewal notice or their license plate number and last four digits of the VIN number, users swipe their credit card and watch their registration and decal print out.

On-screen instructions and voice prompts are available in English or Spanish.

Nevada is one of many states finding the kiosks helpful in optimizing its resources while protecting the safety of its employees and citizens.