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County Clerk says new state DMV software is causing longer wait times
Summary
County Clerk Kelly A. Eskew told the Rules Committee that rollout of the New York State DMV software has lengthened customer waits and complicated routine transactions; the DMV is receiving twice-weekly mitigation updates and prioritizing customer service while the vendor addresses developmental issues.
County Clerk Kelly A. Eskew told the Rules, Enactments and Intergovernmental Relations Committee on March 25 that rollout of the New York State DMV software has produced longer customer lines and extended transaction times. She said the county receives customers from multiple regions because the Orange County DMV allows walk-ins, and that some transactions "that typically take five minutes, now [take] fifteen to twenty minutes."
"Overall, it is getting better, but there are some challenges," Eskew said, and she credited her staff for adapting quickly while the vendor issues mitigation updates twice weekly. Deputy County Clerk Edward English said the county's DMV staff were involved only in the last two months of the rollout, which contributed to development issues for tasks that have been handled the same way for decades. "When this is all worked out, it will be a better streamline to help customers," English said.
Committee members pressed for details about staff strain and whether the system will improve. Legislator Kathy Stegenga asked if the program will become easier to use; Eskew responded that it will. S1 member Thomas J. Faggione and others complimented DMV staff for their efforts. The committee did not take formal action on the software update; members received the report and thanked County Clerk Eskew and Deputy Clerk English for the briefing.
