How the State of Indiana is Driving Innovation in Motor Vehicle Services

As part of its commitment to customer-focused innovation, the Indiana Bureau of Motor Vehicles (BMV) continues to modernize service delivery, making it easier for residents to access services with greater speed, convenience, and flexibility.

A cornerstone of this effort was the launch of a statewide network of self-service kiosks powered by Neumo. Residents now have:

• 24/7 access to essential BMV services, such as vehicle registrations, driver’s license renewals, and duplicate title requests.
• A fast and secure way to complete transactions without waiting in long lines or having to visit a branch during business hours.
• An intuitive user experience with multilingual options for broader usability.

Under the leadership of Chief Operating Officer Holly Sample and Director of Branch Operations Courtney Meeks, the BMV integrated the kiosk program into its broader customer service strategy.

Today, the BMV Connect kiosk network processes nearly one and a half million transactions annually and plays a central role in expanding access across both urban and rural communities.

Although the BMV had already made services available via the website, the agency recognized a growing need for additional access points, especially for high-volume, routine transactions. At the same time, reduced hours or closures at some rural and lower-traffic branches raised concerns about equitable access to services across the state.

Online services helped absorb some demand, but they didn’t meet the needs of all customers, particularly those who needed immediate access to printed documents or lacked reliable internet access. To better serve all Hoosiers, the BMV sought a scalable solution that would reduce wait times and deliver a more accessible, consistent experience statewide.

In 2014, the BMV partnered with Neumo to install a handful of self-service kiosks designed to handle registration renewals. In 2018, the BMV launched a self-service kiosk program designed to handle routine transactions quickly, securely, and without staff assistance.

The initial rollout focused on high-traffic branches, with kiosks installed inside BMV offices. As adoption grew, the BMV refined its approach, placing kiosks near entry points to increase visibility, encourage usage, and further reduce front-counter customer traffic.

To further extend access, the BMV installed additional kiosks in community-based partner locations such as grocery stores, shopping centers, and other high-traffic public spaces.

This allowed the agency to maintain service availability in areas where branch hours had been reduced or locations had closed, without the need for staffing or infrastructure.

Greater Operational Efficiency

The BMV kiosk network has processed nearly one and a half million transactions annually for three consecutive years. In high-traffic branches, each kiosk offsets the workload of around 1.5 full-time employees, reducing front-counter congestion and allowing staff to focus on more complex service needs.

Significant Cost Savings

Each transaction completed at a kiosk saves the agency approximately $11 in addition to postage costs since customers print documents at the time of the transaction. With more customers shifting to self-service, the savings scale into the millions annually.  As adoption has grown, the agency has reinvested funds into employee investment, technology upgrades, and continued service expansion.

Enhanced Customer Experience

The kiosk network offers customers unmatched flexibility to complete transactions after hours, on weekends, and even during holidays. With customer satisfaction consistently exceeding 93%, the program reflects the BMV’s ongoing commitment to meet modern service expectations.

Expanded Access Across Indiana

The kiosk program has allowed the BMV to maintain high service levels even in areas impacted by staffing shortages or branch closures. The intuitive interface is accessible to first-time users, and multilingual options ensure broader usability for residents.

Strategically placed kiosks in communities help residents across Indiana, including those in rural or previously underserved areas, access BMV services without traveling long distances. This expanded footprint reinforces the agency’s commitment to equitable access across all regions of the state.

Looking Ahead

The BMV remains focused on continuously improving the customer experience. Looking forward, the agency plans to expand kiosk functionality while continuing to invest in staff development and innovative technology to deliver reliable, high-quality service across all communities.

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