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Committee amends and advances confirmation of Customer Services director after multi‑year operational review
Summary
Kimberly Hashiro, the mayor’s nominee to lead the Department of Customer Services, told the committee she reduced appointment wait times and modernized services; the committee approved a proposed CD1 amendment and reported the nomination out for adoption.
The Committee on Public Safety and Customer Services on Feb. 13 amended and reported out for adoption the nomination of Kimberly Hashiro as director of the Department of Customer Services after a description of recent operational changes and planned technology upgrades.
Hashiro, the director designate, told the committee that when she joined the department in 2021, appointments for license and registration services had wait times of two to three months and road-test waits of four to six months. She said the department reduced typical appointment waits to about two weeks and road-test waits to roughly one month. Hashiro also said the department manages a roughly 20% no‑show rate for appointments and offsets that through standby appointments and rotating Saturday service.
The director-designate detailed technology projects planned or under way: a chatbot and AI pilot, new online permit testing (already launched), online driver-license renewals planned for July, migration away from mainframe systems, and data dashboards for production metrics. She told the committee she expects a spike in renewals in 2026 — about a 20% increase — and described workforce and reorganization work to support demand.
Committee members praised the department’s progress and asked about specific programs including towing/abandoned-vehicle contract management (the department currently manages the combined contract used for both CSD abandoned-vehicle tows and HPD event/special-duty tows), kiosk rollouts, and three additional reorganizations Hashiro plans to complete. Hashiro said the Department of Customer Services manages the current towing contract but is open to dialogue with the Department of Transportation Services about roles and noted contract-management and HPD operational needs complicate how towing services are assigned.
The committee amended the nomination to the posted CD1 and, with no objections, reported it out for adoption.
