DMV says reorganization, cross‑training and new kiosks will reduce silos and improve customer service

Deputy Administrator Renato Lara told the committee that Field Services (BA 4735) oversees 18 offices statewide and 560 customer‑facing staff. As part of the reorganization, DMV proposed transferring 103 positions from central services to field services to consolidate operations and reduce siloed workflows.

Lara said the department is proposing to eliminate and reclassify several position titles that reflect outdated work, including “microfilm operator,” and to distribute scanning and other duties across staff as modernization reduces demand for paper processing. "As we look to the future, these positions would not be needed, and the job duties can be absorbed by other positions," he said.

DMV described improvements to appointment queuing and self‑service channels that have reduced the length of advance appointment windows from as much as 90 days to roughly two weeks in many offices. The department also reported pilots and new services, including e‑titling and automated kiosk options in nine locations. A public commenter representing dealers said the e‑titling portal processed about 7,000 transactions in its first three months.

Committee members raised concerns about front‑line staffing and training for employees who will be cross‑trained from back‑office roles into customer‑facing work. Lara and Deputy Director Smith Lam said existing field training programs (typically a six‑week training and shadowing sequence) will be used to prepare staff, and that reclassifications aim to align leadership levels across merged divisions.

The DMV noted the Silverado Ranch consolidated facility will eventually replace two older offices (Donovan and a Henderson site) to provide improved lobby configuration, parking and ADA compliance; transition planning is in early stages and DMV said it will coordinate appointment blocks to minimize customer disruption during any move.