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Customer Services requests modest FY26 increase as Humane Society contract, Wahiawa civic center and Kapolei expansion drive costs
Summary
Director Kim Hashiro presented the Department of Customer Services FY26 operating budget of about $31.7 million, citing a roughly $1.2 million increase driven largely by a higher Humane Society contract, a build-out of a new Wahiawa civic center and an expansion at the Kapolei Satellite City Hall.
Kim Hashiro, director of the Department of Customer Services, told the Budget Committee the department’s FY26 operating budget request is $31.7 million, an increase of about $1.2 million (4.1 percent) over FY25. Hashiro said CSD’s position count will be 303 positions (293 permanent, 10 contract) and noted a current vacancy rate near 9 percent on Feb. 1 with plans to fill about 20 positions before June 30.
Key drivers: Hashiro said most of the current‑expense increase is to pay a larger contract with the Hawaiian Humane Society — the contract is budgeted at about $7.27 million in FY26, up roughly $1.1 million from FY25 — to restore shelter and field services, add staff and expand spay/neuter programs. Stephanie Kendrick of the Hawaiian Humane Society confirmed at the hearing that increased funds will be directed to animal care, field enforcement and spay/neuter services, including subsidized surgeries for low‑income pet owners and free‑roaming‑cat programs for volunteers who trap and return cats.
Facility changes and service windows: CSD included a $2 million construction build‑out allocation for a new Wahiawa Civic Center driver‑license and satellite office; Hashiro said the city is finalizing a memorandum with the State (a $1 lease for 35 years is planned) and that the department expects recurring operating costs and one‑time startup costs tied to furniture and equipment. Kapolei Satellite City Hall expansion funding of about $117,000 would increase customer counters from six to ten. Hashiro said the department plans to bring more call volume in‑house as part of an evolving public communications/customer care model.
Operational notes: Hashiro said the department budgets overtime to keep motor‑vehicle‑registration turnaround under its target and that the drivers‑licensing branch opens four Saturday locations on a rotating basis to provide added access. Projected FY26 CSD revenues tied to vehicle registration, driver licensing and permits were about $216.6 million in the presentation, with total departmental revenues projected at about $226 million.
Animal control and nuisance programs: Committee members asked about stray‑animal and feral‑chicken programs. Hashiro said the city has a roughly $100,000 allocation for feral‑chicken removal: one program removes birds on city property in response to complaints and another partially subsidizes private‑land trapping and removal. Hashiro said the allocation had been sufficient through the fiscal year to date.
Towing and derelict vehicles: Council members raised several cases involving oversized derelict vehicles on city streets. Hashiro said motor-vehicle-control within DMV handles derelict-vehicle enforcement and that heavy or unusually sized vehicles sometimes require out‑of‑scope quotes and specialty tow vendors. She said the department had sought quotes and was working cases, and noted the program is not frequently required to hire special haulers but will engage them when necessary.
What’s next: Council members asked for follow‑up on the Humane Society contract, the Wahiawa buildout schedule and details about feral‑chicken and derelict‑vehicle responses. Hashiro said the department would provide additional cost and schedule details.
