MVD Express

MVD Express was founded by Janice Lucero, a longtime Albuquerque resident and educator with a deep commitment to public service. In 1994, New Mexico mandated that first-time driver’s license applicants complete a course on the dangers of impaired driving. Lucero secured the state contract to develop and teach this required program, launching the “None For the Road” initiative. Recognizing an opportunity to improve how people interact with motor vehicle services, she pioneered the concept of privatized MVD centers in New Mexico, and MVD Express was born. With more than two decades of experience, MVD Express issues licenses, Real IDs, titles, and registrations, while providing call center support and dealer services. We serve over 300,000 customers each year through our Retail, Commercial, and Support divisions. As a premier third-party partner for New Mexico and Montana, we understand the financial constraints and growing demands faced by state agencies. Our deep industry expertise drives us to create flexible, efficient solutions while maintaining a culture of continuous improvement built on transparency, accountability, and exceptional service. We offer an omni-channel model designed to support both individual and business clients, alongside comprehensive help desk support, licensing operations consulting, RFP development, and modernization planning. Our Retail Division operates a network of specialty locations throughout New Mexico. We maintain a strong base of repeat business by keeping our average wait time to just 14 minutes and employing staff who are extensively trained in motor vehicle and licensing regulations. Our focus on customer satisfaction is reinforced by strong leadership, regular audits, custom training tools, and technology that identifies and resolves service gaps. We provide fast, friendly support with extended and weekend hours, real-time wait tracking through our proprietary queuing system, online appointment scheduling, and customized workflow automation that aligns with state rules and regulations. Our Commercial Division operates multiple processing centers across New Mexico and Montana, serving more than 200 auto dealers, financial institutions, and rental car agencies. A dedicated team of experts ensures titles, registrations, and motor vehicle record checks are processed quickly and accurately. We provide personalized service backed by industry expertise, maintain a 24- to 48-hour average processing turnaround, and offer complete title tracking through TRACER, our proprietary commercial platform that streamlines the entire titling process. In 2009, we established a dedicated call center so our retail staff could focus entirely on in-person customer experiences. Today, our Support Division handles roughly 30,000 calls each month, including specialized help desk inquiries for commercial clients using the Tapestry system. Agents answer questions and assist with phone-based services like registration renewals, license reinstatements, and appointment scheduling. Our team is supported by extensive training designed to achieve first-call resolution, skill-based call routing for efficient coverage, and the capability to process select motor vehicle services entirely over the phone. MVD Express is proud to give back to the communities that support us. Since 1994, we have sponsored youth sports teams, graduation events, programs for underprivileged children, youth symphony initiatives, and more. Donating our time, resources, and expertise remains a core company priority. Our employees have also made a lasting commitment to the Roadrunner Food Bank. Through a payroll giving program launched in 2009, more than 85 percent of our staff contribute regularly, donating over $100,000 to date to help feed hungry families across New Mexico. MVD Express President and CEO Janice Lucero has a long history of civic engagement and leadership. Her service includes board memberships and executive roles with the Albuquerque Youth Symphony Program, the Albuquerque Hispano Chamber of Commerce, the Roadrunner Food Bank, and the Presbyterian of Central New Mexico Community Board of Trustees, spanning multiple decades of ongoing community support.