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Bill

HB 1393

Motor Vehicle Administration - Telephone Queuing System - Establishment

2026 Regular Session Introduced by LaToya Nkongolo

Maryland's MVA must implement a phone queuing system with wait time estimates instead of disconnecting callers, improving access to motor vehicle services.

Hearing 3/05 at 1:00 p.m.
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WeVote Research Nonpartisan
Bill Summary · HB 1393

Legislative bill overview

HB 1393 requires Maryland's Motor Vehicle Administration (MVA) to establish a telephone queuing system for customers calling to conduct MVA business. The bill mandates that callers be placed in a queue rather than receiving busy signals, and requires the MVA to provide estimated wait times to those in queue.

Why is this important

Many Maryland residents experience frustration when attempting to reach the MVA by phone, often encountering busy signals that prevent them from scheduling appointments, renewing licenses, or resolving registration issues. A queuing system would improve access to services for a frequently-used government agency, particularly for people without reliable internet access or those who prefer phone contact.

Potential points of contention

  • Implementation costs: Establishing and maintaining a telephone queuing system requires infrastructure investment and ongoing operational expenses that the bill does not address or fund
  • Resource allocation: The bill doesn't specify whether the MVA should hire additional staff to handle the increased call volume a queuing system would naturally attract
  • Scope limitations: The bill focuses only on telephone access; it doesn't address other MVA service bottlenecks like in-person wait times or online system capacity

Compiled from official sources — confirm details with the bill’s official record.

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