MVD Express

MVD Express was founded in 1994 by Janice Lucero, a longtime Albuquerque educator committed to community service. When New Mexico mandated a drinking-and-driving prevention course for all first-time drivers, Lucero secured the state contract to develop and deliver the curriculum. Her successful None For the Road program highlighted an opportunity to transform how citizens interact with motor vehicle services. That vision led to the creation of New Mexico’s first privatized MVD locations and launched MVD Express. With more than two decades of experience, MVD Express assists over 300,000 customers each year with driver’s licenses, Real IDs, vehicle titles, and registrations. We partner with the states of New Mexico and Montana to manage licensing operations, support commercial partners, and provide reliable call center assistance. We design our services to meet the budgetary realities of government partners while prioritizing efficiency, transparency, and continuous improvement. Our core capabilities include an omni-channel service model for individual and commercial clients, dedicated call center and help desk support, advisory services for licensing operations, RFP development, and system modernization. These services are organized into three specialized divisions. RETAIL DIVISION Our Retail Division operates a network of specialty locations across New Mexico, processing driver’s licenses, Real IDs, vehicle titles, and registrations. We maintain high customer satisfaction through an average wait time of just fourteen minutes, extended and weekend hours, and a proprietary queuing system that displays real-time wait times. Customers can also schedule appointments online. Behind the counter, our staff receives specialized training in state regulations and uses automated workflow tools to ensure fast, accurate, and friendly service. COMMERCIAL DIVISION Serving more than 200 auto dealerships, financial institutions, and rental agencies across New Mexico and Montana, our Commercial Division specializes in title processing, vehicle registrations, and motor vehicle record checks. Clients benefit from personalized service and an average 24- to 48-hour turnaround. We also use TRACER, our proprietary tracking platform, to monitor every step of the commercial titling process from start to finish. SUPPORT DIVISION Established in 2009 to keep retail staff focused on in-person service, our Support Division manages all incoming customer communications. Today, our call center handles roughly 30,000 calls per month, including dedicated help desk support for commercial clients using the Tapestry system. Agents are trained to resolve issues quickly and can assist customers with tasks like registration renewals, reinstatements, and appointment scheduling over the phone. Calls are routed by skill set to ensure efficient, appropriate assistance. GIVING BACK TO THE COMMUNITY MVD Express has been actively involved in the communities we serve since our founding. We regularly sponsor local youth sports teams, graduation celebrations, children’s charities, and arts programs. Giving back through time, resources, and expertise remains a core company value. Our employees are especially dedicated to the Roadrunner Food Bank, a statewide organization fighting hunger. Since 2009, staff members have voluntarily contributed to the food bank through payroll deductions. Over 85 percent of our team participates each year, and employee donations have surpassed $100,000 to date. MVD Express President and CEO Janice Lucero has a long record of civic leadership in Albuquerque, including: - Albuquerque Youth Symphony Program: Board Member (2002–2016), President (2013–2015) - Albuquerque Hispano Chamber of Commerce: Board Member (2010–present) - Roadrunner Food Bank: Board Member (2011–present), Treasurer (2015–present) - Presbyterian Healthcare Services of Central New Mexico Community Board of Trustees: Board Member (2016–present)