MVA highlights customer-service gains, flags cost pressures; MVA/MBA leaders discuss emissions and EV funding

The subcommittee heard an overview of the Motor Vehicle Administration's fiscal 2027 operating plan and related Motor Vehicle Administration/Administration (MBA) initiatives on Feb. 27.

DLS analyst Kelly Norton said the MVA budget would increase slightly to about $268 million, with the agency working to move to an 85% alternative-service-delivery target through online transactions and kiosks. Norton noted strong customer satisfaction metrics and historic reductions in branch wait times but flagged a proposed $2.44 million special-fund deficiency to cover credit-card processing, postage and supply costs tied to license plates and IDs.

MBA Administrator Chrissy Niser highlighted several customer-facing initiatives: an expanded Maryland mobile ID with more than 300,000 adopters, multilingual services including a new Haitian Creole license option, and recent branch co-location projects that bring social-services partners onsite. Niser said the agency's online portal supports more than two million customers.

Officials discussed vehicle-emissions program changes and consumer impacts. Administrator Samantha Biddle described a shift in the emissions contractor model to a per-vehicle payment (from a flat management fee) and noted model-year exceptions for newer vehicles. The agency also collects a registration surcharge on electric and plug-in hybrid vehicles to help recoup revenues otherwise provided by the gas tax.

On emerging technology, MVA said it has authority to issue pilot permits for automated-vehicle testing and has processed applications; no active commercial permits were in place on Feb. 27 but the agency is working with local law enforcement, universities and would-be operators to ensure safety and operational readiness.

Committee members asked for follow-up data on customer-visit-time trends, cost-recovery trajectories and the timeline for any new automated-vehicle permits. Agency staff said they would provide additional documentation.