MVD Express

MVD Express was founded by Janice Lucero, an educator and longtime Albuquerque resident who believed in giving back to her community. In 1994, New Mexico began requiring all first-time driver’s license applicants to complete a course on the dangers of drinking and driving. Lucero, who was teaching at the time, bid on the project and won the contract to be the sole provider of that statewide course. She soon developed and delivered a program called “None For the Road.” That experience opened her eyes to a larger opportunity: giving people a better MVD experience. Her vision sparked the concept of privatized MVD services in New Mexico — and MVD Express was born. What We Do With more than two decades of experience, MVD Express serves over 300,000 customers each year through our Retail, Commercial, and Support divisions. We provide licenses and Real ID, titles, registrations, call center support, and dealer services. As the leading third-party agent and partner for the State of New Mexico and, more recently, Montana, we understand the tight financial conditions jurisdictions face and the growing need for flexible solutions to manage growth and overflow. Our industry insight drives us to design better, more efficient services while maintaining a culture of continuous improvement rooted in transparency and accountability. We’ve built an omni-channel service model that serves both consumers and commercial clients, offering: - Call center and help desk support - Advising and consultation for motor vehicle and licensing operations - RFP development - Modernization support Innovation has always been at the heart of our development. That’s why our service model is organized into three uniquely tailored divisions. Retail Division We provide license, Real ID, title, and registration services through a network of specialty retail locations across New Mexico. Our large, loyal customer base of 300,000 repeat clients is earned through an average wait time of just fourteen minutes and a team of expert employees extensively trained to deliver fast, friendly, and effective service. We hold our team accountable through strong leadership, rigorous audit procedures, state-of-the-art training designed specifically for motor vehicle and licensing services, and “target-to-fix” technology that helps us continuously improve the customer experience. Key retail strengths: - Fast and friendly service - Proprietary queuing system with real-time wait times - Extended and weekend hours - Online appointment scheduling - Custom workflow automation and a training tool that documents state rules and regulations Commercial Division With multiple processing centers in New Mexico and Montana, our Commercial Division serves more than 200 clients, including auto dealers, financial institutions, and rental car agencies. Our dedicated commercial team has the expertise to process titles, registrations, and motor vehicle record checks accurately and efficiently. Why clients choose us: - Personalized service and unmatched expertise - Faster processing with an average turnaround of 24 to 48 hours - Start-to-finish title tracking through TRACER, our proprietary commercial platform that speeds up the titling process Support Division In 2009, MVD Express created a dedicated call center so our retail agents could focus entirely on the customer experience. Today, our Support team handles about 30,000 calls each month, including Tapestry helpdesk inquiries from commercial clients. Beyond answering questions, our call center agents can assist with minor services like registration renewal or reinstatement and appointment scheduling. What sets our support apart: - Extensive training to resolve issues on the first call - Skill-set organized call flow for efficient, appropriate coverage - Select services performed right over the phone Giving Back to the Community MVD Express is proud to support the communities that support us. Since our founding in 1994, we’ve sponsored sports teams, grad nights, gifts for underprivileged children, youth symphony programs, and more. Donating our time, treasure, and talent to worthy organizations has always been a priority. Our employees have made a special commitment to the Roadrunner Food Bank, a statewide organization dedicated to feeding hungry families. In 2009, we invited staff to donate a small amount from each paycheck. Every year since, more than 85 percent of our team has chosen to participate, contributing over $100,000 to date. President and CEO Janice Lucero has a long history of community leadership, serving in roles such as: - Albuquerque Youth Symphony Program, Board Member (2002–2016) and President (2013–2015) - Albuquerque Hispano Chamber of Commerce, Board Member (2010–present) - Roadrunner Food Bank, Board Member (2011–present) and Treasurer (2015–present) - Presbyterian of Central NM Community Board of Trustees, Board Member (2016–present)