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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 the department receives about 800 calls daily through the AI system. CSD is preparing a driver’s license/state‑ID card system upgrade (hardware and software) with an estimated go‑live window in April or May; the director said the new system will allow each transaction window to complete a full transaction, reducing lines and increasing throughput.
On facilities, CSD described the Wahiawa Civic Center lease arrangement (city will reimburse the state) and requested rebudgeted funds for interior build‑out; construction work had begun and CSD said it hoped to occupy the new facility by late 2026 or early 2027. Hashiro also discussed reorganizations intended to improve retention, career paths and reclassifications tied to a shared human resources tool (HollyGov).
Council members asked about towing-contract restructuring, HollyGov funding and whether the call center is a new in‑house function or a return from a contractor. Hashiro said CSD is sharing HollyGov costs with the Department of Human Resources and that a forthcoming towing contract expands scope to larger vehicles, which CSD expects will speed response for industrial and oversized towing needs.
CSD said it projects departmental revenues at $228,000,000 and noted vacancy and overtime figures: 26 vacancies on a 303‑position baseline in a February snapshot and plans to fill most before the fiscal year end. The committee did not take formal budget votes during the hearing; Hashiro said more details on implementation and timing (DMV card rollout, call‑center staffing) will follow in supplemental materials.
