Maryland Department of Transportation’s One-Stop Government Shop improved access to multiple government services by offering them via the agency’s network of Motor Vehicle Administration or MVA locations – transforming branch offices into multi-agency service hubs, enabling customers to access government services in a single convenient visit. Previously, Maryland residents often had to visit multiple offices to access essential services, creating barriers related to time, transportation, and awareness. By co-locating partner services within MVA branches, users can address multiple needs, such as securing benefits, managing transportation services, or completing licensing transactions.  Focusing on underserved populations, MVA branches are strategically located near public transportation routes and community centers, making them accessible by bus, rail, walking, rolling, and driving.  Preliminary estimates show the model has already saved state partner agencies more than $3.8 million in rent, utilities, and related overhead costs. In 2025, the program served more than 6,000 veterans and family members, including over 3,000 who received help at MVA branches—securing more than $23 million in benefits.

Leadership support and a shared commitment to improving customer experience helped align partners and continued expansion in 2026 reflects the success of the model and growing interest from additional agencies. Also, since motor vehicle offices serve almost every resident in their state and are widely referred to as “the face of state government,” creating convenient access to government services at MVA offices translates to better access and efficiency for critical government services.