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Customer Services seeks more staff, new DMV systems and to bring call center in‑house
Summary
Director Kim Hashiro told the committee CSD will add seven FTE in FY27, bring its call center function in‑house with five positions, and upgrade the state ID/driver's license card system with a target go‑live in April–May; CSD reported a projected $228 million in departmental revenues.
The Department of Customer Services presented details of its FY27 budget request and operational priorities on March 12. Director Kim Hashiro told the committee the department will increase full‑time equivalent positions by seven (to 310 FTE across CSD) and add five positions to bring the DMV call‑center function in‑house to improve service and retention.
Hashiro reported that CSD has implemented a voice‑AI system for DMV calls (deployed in November) that now handles roughly 70–80% of incoming transactions, and she said…
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