COMMITTEE ON TRANSPORTATION AND
HOUSING --
WE ARE GOING TO BE DISCUSSING --
DEPARTMENT OF MOTOR VEHICLES AND
WE LIKE TO THANK OUR GUESTS FOR
COMING HERE --
WE WILL --
HAVE REPRESENTATION FROM THE
DEPARTMENT AND OPEN UP FOR
COMMENTS AND QUESTIONS FROM
PEOPLE THAT WOULD LIKE.
TO ADDRESS --
SO.
ON THE SUBJECT.
IS INFORMATIONAL HEARING --
THIS WILL --
LOOK AT THE MOST EGREGIOUS
SAYING THAT PEOPLE COMPLAINED
ABOUT IN IN MY DISTRICT AT LEAST
THAT'S THE WAIT TIMES --
OUR LONG FOR OUR CONSTITUENTS
BUT WE WANT WE WANT TO USE THE
HEARING --
TO EXPLORE --
IMPROVEMENTS --
TO THE DMV --
ADDRESSING --
PROVIDING ADDITIONAL STAFFING --
TO DO WITH ADDITIONAL WORKLOADS --
FOR THE FEDERAL --
ID PROGRAM.
AND IT APPEARS SOME PROGRESS HAS
BEEN MADE.
THE THE PURPOSE OF THE HEARING
IS TO HOLD --
THE DMB ACCOUNTABLE AND HAVE
TRANSPARENCY ON WHAT'S GOING ON
AT THE DMV --
IN IMPROVING THEIR SERVICES TO
THE PUBLIC.
WE WANTTO LEARN WHAT TO ACTIONS
THE DMV IS TAKING. TO REDUCE
WAIT TIMES AND TWO MONITORS SETS
OF THOSE ACTIONS.
THE COMMITTEE IS ALSO ASKED THE
DMV TO PRESENT A WORK PLAN. FOR
FURTHER REDUCING WAIT TIMES AND
IMPROVING SERVICE. TO
CALIFORNIANS.
THE FOCUS OF THIS COMMITTEE IS
GOING TO BE A PROBLEM SOLVING.
HELP THE DMV --
PROVIDE THE LEVEL OF SERVICES.
THAT ARE CALIFORNIA OF DRIVERS
EXPECT --
TODAY WE HAVE THE DIRECTOR OF
THE DEPARTMENT OF MOTOR VEHICLES --
GENE SHIA MOTO AND SHE IS HERE
TO TALK ABOUT THE DMV.
AND WHAT THEY'RE DOING --
TO ADDRESS THE PROBLEM.
AND TO AT OUR REQUESTS --
PRESENT AT THIS MEETING OF FOUR
DOING SO.
AND BEFORE WE HEAR FROM THE
DIRECTOR --
ASK MY COLLEAGUES IF THEY HAVE
ANY COMMENTS THEY WOULD LIKE TO
MAKE AT THIS TIME.
THE COMMENTS OF SENATOR --
GAINS IS AROUND PLEASE.
WELL I JUST WANT TO THANK THE
CHAIR FOR HOLDING THIS HEARING
AND AND OBVIOUSLY WANT TO THINK
THE DIRECTOR FOR FOR BEING HERE.
THIS IS THIS IS BEEN AN AREAOF
REAL CONSTERNATION FOR A LOT OF
FOLKS -- UP
AND DOWN THE STATE AND I THINK.
YOU KNOW DIRECTION ON A YOU KNOW
THAT WELL --
I MEAN ULTIMATELY IN WHAT I SAID
ABOUT THIS IS THAT UNTIL
COMPLAINTS FROM MY CONSTITUENTS
TURN INTO COMPLIMENTS.
HI WE'RE GONNA BE PUSHING VERY
HARD FOR THE DMV TO DO BETTER --
YEAH THIS IS REALLY WHERE MOST
PEOPLE HAVE THEIR MAIN
INTERACTION WITH THE GOVERNMENT.
AND TO BE HONEST UP UNTIL NOW --
IT'S BEEN A PRETTY ON SAT --
INTERACTION AT LEAST IN RECENT
DAYS AND NOW I UNDERSTAND THE
WAY TIMES HAVE HAVE HAVE HAVE
HAVE REDUCED --
MOVE BY A BIT WHICH IS CERTAINLY
A STEP IN THE RIGHT DIRECTION --
SO I'M ENCOURAGED BY THAT AND
I'M NOT REALLY NOT NOT SATISFIED --
I'M CONCERNED ABOUT OBVIOUSLY
SOME OF THE MOTOR VOTER ERRORS
THAT HAVE COME TO LIGHT --
AND I'M ALSO CONCERNED ABOUT
SOME OF THE THINGS THAT I READ
ABOUT IN THE IN THE BRIEFING
THAT WAS PROVIDED TO US BY THE
COMMITTEE THINGS LIKE THE HIGH
ABSENTEEISM RATE AMONGST THE
ENVY EMPLOYEES AND I THAT'S AN
AREA OF CONCERN I'M GONNA BE
ASKING SOME QUESTIONS ABOUT AS
WELL.
I'M ALSO INTERESTED IN.
OUR COMPARING TO OTHER STATES IN
TERMS OF REAL IDE --
YOU KNOW THE IMPLEMENTATIONS AND
IT'S A YOU KNOW IT IT DOES SEEM
AS THOUGH --
WE STILL HAVEN'T GOTTEN FULL
APPROVAL FROM THE FEDS WITH
REGARDS TO OUR IMPLEMENTATION
PLAN AS I'D LOVE TO GET YOUR
THOUGHTS ON THAT PROCESS AND
ALSO HOW WE WERE COMPARING TO
OTHER STATES SO.
THERE'S A LOT THAT I THINK IS ON
EVERYBODY'S MINDS --
AS I SAY.
NO WE ARE.
THE REPRESENTATIVES OF THE OF
THE PEOPLE WHEN IT COMES. TO TO
THEIR INTERACTION WITH STATE
GOVERNMENT AND UNFORTUNATELY THE
INTERACTION WITH THE DMV HAS
BEEN REALLY --
UNSATISFACTORY THROUGH MUCH OF
THE SUMMER AND WHILE IVERY MUCH
ENCOURAGED BY THE REDUCTION WAIT
TIMES IT --
WE WE STILL HAVE A WAYS TO GO
AND AND I'D LIKE TO TALK ABOUT
HOW.
HOW YOU'RE PLANNING ON IT ON
ADDRESSING THE CONCERNS OF THE
PAST GETTING A BETTER
UNDERSTANDING OF SOME OF THE
MISTAKES THAT WERE MADE?
AND REALLY GET A THOROUGH
UNDERSTANDING OF HOW WE'RE GONNA
MAKE SURE THAT WE DO RIGHT BY.
OUR CONSTITUENTS BY THE
TAXPAYERS BY THE AS THEY BECAUSE
THEY BEING GAUGE WITH THE DMV.
OKAY SIR GAINS IN SIR GO JOHNNY.
GREAT THANK YOU VERY MUCH AND
I'M BOB.
VERY CLEVER HAVING THIS HEARING --
AND I'M SPEAKING ON BEHALF OF MY
CONSTITUENTS AND EVERYONE WHO IS.
LITERALLY WASTED HOURS AND HOURS
OF TIME.
AT THE DMV OFFICES AND SO I SAID.
I SAY IT'S ABOUT TIME THAT WE
TAKE A LOOK --
AT THIS AND THAT WE FIX THE
PROBLEM --
THE LEGISLATURE HAD A CHANCE TO
ADDRESS THIS ISSUE --
MONTHS AGO AND IN MY OPINION
SHOULD HAVE AGREED TO A FULL
AUDIT.
OF THE DMV.
AND WE OWE THAT TO OUR CITIZENS
AT A MINIMUM --
THE LEGISLATURE --
COULD HAVE TAKEN LAST TWO MONTHS --
THAT COULD HAVE BEEN SPENT WITH
AN AUDIT THAT WAS IN MOTION AND
MOVING FORWARD.
AND WE KEEP GETTING PROGRESS
REPORTS ON THAT AUDIT.
DURING THAT TIME OF PEOPLE UP
AND DOWN THE STATE.
OF CALIFORNIA CONTINUE TO SUFFER
THROUGH UNACCEPTABLE WAIT TIMES.
HI THIS IS A PERFECT EXAMPLE OF
WHY WE NEED MORE PEOPLE IN
GOVERNMENT WHO IN MY OPINION.
I HAVE THIS IS EXPERIENCE TO RUN
A BUSINESS.
WHO FELT THE PRESSURE OF
COMPETITION?
WHO'VE HAD TO FIGHT AGAINST
OTHER BUSINESSES TO PROVIDE A
BETTER.
LESS EXPENSIVE PRODUCT.
AND YOU HAVE STAYED UP AT NIGHT
THINKING HOW CAN I MAKE MY
CUSTOMERS HAPPIER.
SO THEY WILL STAY WITH ME.
THE DMV DOESN'T HAVE TO THINK
ABOUT THAT --
IF PEOPLE HAVE TO WHY WAIT FOR
FIVE HOURS OR SEVEN HOURS OR
NINE HOURS.
AND CAN'T GET AN APPOINTMENT FOR
WEEKS.
IT'S JUST TOO BAD.
OTHER PEOPLE HAVE NOWHERE ELSE
TO GO BECAUSE IT'S NOT WITHIN A
COMPETITIVE ENVIRONMENT.
AND WITH THE DMV SURVIVE.
IN THE PRIVATE SECTOR.
WE NEED TO GET TO THE BOTTOM OF
THIS.
AND WHY IS IT THAT THIS ONE
STATE DEPARTMENT STANDS OUT
AMONG OTHER STATE APARTMENTS.
IT'S INABILITY TO GET THIS JOB
JOB DONE [inaudible]
EFFICIENTLY.
STATE AUDITOR --
COULD'VE OVER THE LAST COUPLE OF
MONTHS --
WORKED OUT WITH THE LEGISLATURE.
AND THE FACT THAT AUDIT DID NOT
MOVE FORWARD --
WAS VERY DISCOURAGING HAVING THE
GOVERNOR IS --
STEP FOUR WITH AN AUDIT --
I WISH ELAINE HOW WAS DOING THAT
ON IT -- BUT
HE'S DECIDED TO HAVE THE PART OF
FINANCE BEFORE WITHUT.
OUR CALIFORNIANS PAY SOME OF THE
HIGHEST TAXES AND FEES IN THE
COUNTRY.
BUT I WANNA MAKE SURE THEY'RE
GETTING THEIR VALUE FOR THEIR
MONEY.
AND DO NOT WANT TO SEE THEIR
MONEY WASTED OR THEIR TIME
WASTED --
INDIAN THE LINES.
WE HAVE HUGE CHALLENGES WITH
INFRASTRUCTURE HERE IN THE STATE
WITH OUR OUR ROAD SYSTEM.
WE HAVE CHALLENGES WITH OUR
SCHOOLS.
ARE WE ARE TO BE DEMANDING --
BETTER SERVICE --
TO CALIFORNIANS.
AND SO I'M HOPING THAT THIS IS
AN THE WITH THIS HEARING TO HAVE --
THE FIRST STEP IN MOVING FORWARD --
TO REFINE CALIFORNIANS WITH THE
QUALITY OF GOVERNMENT.
THEY'VE PAID FOR AND THEY
DESERVE NOW.
I'VE ALSO.
HAD A TIME AN OPPORTUNITY TO
COLLECT YOUR REPORT [inaudible]
AND I WANT TO THANK YOU. FOR
ENCOURAGING YOUR AUTO CLUB
PARTNERS.
AND I KNOW THAT THEY HAVE
PROVIDED SOME DMV SERVICES IN
THE PAST AND I WOULD IMPLORE
THAT YOU WOULD CONTINUE TO TALK
TO THEM AND PROVIDE OTHER
OUTLETS.
SO THAT WHEN THE PRESSURE POINTS
OCCUR.
WHAT WHETHER IT'S REAL ID OR --
WE HAVE MOTOR VOTER THAT YOU'RE
DEALING WITH ANY --
IN ADDITION TO THAT. TO PROVIDE
ADDITIONAL SERVICES FOR OUR
CITIZENS FOR CALIFORNIANS --
SO THAT WOULD TAKE PRESSURE.
OFF OF THE DMV --
I ALSO LIKE THE IDEA THAT YOU'VE
COME UP WITH THE SELF SERVICE
TERMINALS.
AND SO I WOULD ENCOURAGE YOU --
TO KATINA PUSH FORWARD --
ON THOSE THANK YOU THANK YOU --
SERGEI SIR GO JOHNNY --
THANK YOU FOR BEING HERE TODAY I
KNOW THE WAY THAT THIS COME
ABOUT IT FEELS LIKE --
WE'RE TRYING TO LOOK AS TO WHERE
TO PLACE BLAME AND THAT
SHOULDN'T BE WITH THE HEARING IS
ABOUT TODAY --
I WOULD REMIND EVERYONE THAT
WHEN WE WENT THROUGH THE BUDGET
CRISIS ALL OF STATES SERVICE
TOOK SOME MAJOR MAJOR CUTS.
BACK IN TWO THOUSAND EIGHT NINE
AND TEN AND WE HAVE NEVER FULLY
RESTORED ALL OF THOSE SERVICES
AND IN FACT IT WAS JUST THIS
PAST YEAR THAT WE FINALLY
RESTORED --
MUCH OF THE CORE FUNDING THAT
WAS CUT BACK --
DMV AND LIKE MANY ORGANIZATIONS
THAT DO BUSINESS IN THIS
BUILDING --
DOESN'T HAVE SOMEONE HERE WITH
THE PRESENCE ADVOCATING IN FRONT
OF US ALL THE TIME THAT WE NEED
THIS AND WE NEED THAT.
TODAY IS THE OPPORTUNITY WHERE
THAT INFORMATION CAN BE SHARED
BECAUSE NOT ONLY WAS THE BUDGET
CUT FOR DMV --
BUT WE HAVEN'T REALLY FOCUSED ON
WHAT WHAT ARE THE TOOLS AND IN
TODAY'S ECONOMY WHERE PEOPLE ARE
ABLE TO DO THINGS MUCH FASTER
AND WITH IMMEDIACY.
BECAUSE OF OUR OUR APPS ON OUR
CELL PHONES AND SO ON AND SO
FORTH WHAT ARE THE KINDS OF
TOOLS THAT WE NEED TO BE GIVEN
TO YOU SO THAT YOU CAN DO YOUR
JOB BETTER SO.
I I SEE TODAY AS A A POSITIVE
WAY OF GETTING.
THEM LEGISLATIVE MEMBERS TO
REALLY FOCUS ON WHAT THE NEEDS
ARE SO THAT WE CAN HELP YOU --
DO A BETTER JOB WITH THEIR
CONSTITUENTS --
WHILE YOU'RE NOT REPRESENTED BY
A CERTAINLY SLU BUT NOT AS FAR
AS GETTING RESOURCES PER SE --
OUR CONSTITUENTS DEAL WAS YOUR
ENTITY MORE THAN THEY DO ANY
OTHER BECAUSE EVERYBODY MUST
DEAL WITH DMV TO REGISTER THEIR
VEHICLE AND RNEW THEIR LICENSE
AND SO ON AND SO FORTH SO.
OTHER AGENCIES MIGHT BE ABLE --
TO NOT GET QUITE UP TO SPEED
WITH NEW TECHNOLOGY AND NOT BE
NOTICED SO MUCH BUT BECAUSE OUR
CONSTITUENTS DEAL WITH YOU.
THEY NOTICE THAT READILY AND
THEY WILL BE VOCAL ABOUT THAT SO
I THINK THAT TODAY IS REALLY AN
OPPORTUNITY FOR US TO TO TEAM
WITH YOU TO FIGURE OUT.
HOW WE CAN GIVE YOU WHAT YOU
NEED SO THAT YOU CAN --
OPERATE IN TODAY'S HIGH TECH
WORLD AND PROVIDE THE KIND OF
SERVICE THAT.
THAT OUR CONSTITUENTS ARE USED
TO HAVING FROM FROM OTHER
ENTITIES AND BUSINESSES SECTOR.
SAID THANK YOU FOR YOUR CENTER
CENTER CENTER DOT HAD SOME
CONCERN YEAH I THINK OF MOST OF%
WHAT I WAS GOING TO SAY IT'S
BEEN ALREADY SAID I I THINK THE
ONE THING THAT I'D LIKE --
TO HAVE YOU CONSIDER EVEN MOVING
FORWARD -- I
HAD A SENIOR CITIZENS --
FORM IN MY DISTRICT HAD OVER A
HUNDRED TWENTY SENIOR CITIZENS
ARE I THINK IT WAS LAST
WEDNESDAY OR THURSDAY.
AND MANY PEOPLE WERE COMPLAINING
THAT - YOU
KNOW THEY WERE OUT IN THE HOT
SUN AND THERE WAS NO SHADE.
NOTHING I KNOW THAT WHEN WE
BUILD THESE BUILDINGS WE NEVER
THOUGHT ABOUT SOMETHING LIKE
THIS THERE'S NO AWNINGS OR
ANYTHING ELSE BUT I WRITE DOWN
THE STREET FOR ME I DON'T KNOW
HOW MANY STATE OFFICES ARE NEAR.
THE DMV BUT I LIKE YOU TEXTING
PERHAPS.
AND I'M OFFERING MY OFFICE --
AS A PLACE WHERE PEOPLE CAN GO
TO GET STAY OUT OF THE SUN AND
STAY OUT OF THE RAIN IS IT'S AT
AS THE RAINS COMING BUT WE
REALLY GOT A LOOK.
OUTSIDE THE BOX OF THINGS WE CAN
DO.
TO INCREASE THE COMFORT LEVEL
FOR OUR CONSTITUENTS ARE HAVING
THESE ISSUES.
THANK YOU FOR BEING HERE THANK
YOU SIR --
SO -- WE'RE
GONNA START TO HEARING --
THIS IS AN OVERSIGHT HEARING.
OF THE DEPARTMENT IN.
HOLDING THE DMB ACCOUNTABLE FOR
THE PROMISES MADE IN THE PAST TO
REDUCE THE LINES AND TO SOLVE
THE PROBLEM.
OF THE LEGISLATURE ANTICIPATED
THE REAL ID CARDS WOULD BRING.
MORE PEOPLE TO THE FIELD OFFICES --
WE GAVE THE RESOURCES TO THE DMV --
WHICH YOU CAN SEE IN THE REPORT --
THE SUMMARY AND OVER THE LAST
TWO YEARS WE'VE ALLOCATED EIGHTY
SIX MILLION --
FOR DMV TO MEET THE DEMAND --
ID CARDS THE LEGISLATURE HAS
GRANTED THE DMV --
AUTHORITY TO GO DIRECTLY TO THE
APARTMENT OF FINANCE TO SEE
MONEY WE ASKED --
DMV TO COME TO THIS COMMITTEE
AND WE HAVE BEEN WORKING --
WITH THE DMV TO PRESENT THE WORK
PLAN WHICH DMV IS GOING TO BE
PRESENTING TODAY SO WE HAVE BEEN
WORKING ON ON THE PLAN THE
COMPANY AS A PLAN. TO DEAL WITH
NOT ONLY WAIT TIMES BUT
IMPROVING THE EFFICIENCY
OPERATIONS OF THE DMV SO.
I I THINK THE DMV FOR FOR
COMPLETING THIS BY THIS HEARING.
IT WAS -- A
LOT OF WORK TO BE DONE AND I
WANT TO EMPHASIZE THAT --
OVER THE LAST FEW MONTHS --
DMV HASN'T JUST BEEN DOING
NOTHING I MEAN WE'VEBEEN
WORKING HARD ON THIS WORK PLAN
AND ACTUALLY --
REDUCING THE THE WAIT TIMES IN
THE OFFICES THE GOVERNOR IS
ASKING FOR A DEPARTMENT OF
FINANCE AUDIT I THINK YOU OUGHT
IT WILL BE A SUCCESSFUL ONE IN
TERMS OF LOOKING AT SOME OF THE
ISSUES THAT ARE BIGGER TURN --
NEXT YEAR FOR OUR NEW GOVERNOR
WHOEVER THEY MIGHT THAT MIGHT BE
IN TERMS OF OF DEALING WITH --
THE FUTURE BUDGET AND DIRECTIVES
TO OPERATE AND TO CHANGE FOR A
RE ENGINEER THE DMV OFFICES --
TO IMPROVE THE EFFICIENCY AND
OPERATION AND INCREASE GROWTH --
CUSTOMER OF FRIENDLINESS IN THE
DMV OFFICES SO.
SO I THINK WE'RE WE'RE
PROCEEDING ALONG THOSE LINES.
AND THIS IS SOMETHING WE WANTED
TO DO -- NOW
AND NOT WAIT [inaudible]
AND NOW THAT --
ARE ARE WAITING IT WOULD BE VERY
BAD IN THE LIGHT OF THE FACT
THAT WE'RE GONNA HAVE A NEW
GOVERNOR COMING IN.
NOW RATHER THAN WAIT UNTIL AN
ART COMES BACK WITH THE TIMING
IS CORRECT TO DO.
THESE THINGS NOW SO WE ARE
PROCEEDING WITH HIS HEARING AND
IT'S MY ANTICIPATION THAT WE'LL
HEAR A REPORT FROM THE DMV ON
THIS IN THE WORK PLAN.
WHICH IS ABOUT TO BE PRESENTED.
AFTER THE WORK PLAN AS PRESENTED --
WE'LL HAVE DISCUSSIONS IN THE
COMMITTEE.
AND RECEIVE PUBLIC TESTIMONY.
AND I I WILL --
CONTINUE TO ASK FOR THE REPORTS
FROM THE D. V. D. M. V. TO COME
TO THE LEGISLATURE ON A MONTHLY
BASIS AND WE WILL HAVE A UPDATED
HEARING AND JANUARY IN THIS
COMMITTEE SO WE CAN --
ROUTE AGAIN REVIEW PROGRESS IN
ANY NEW --
PROPOSALS THE DMB PLANTS TO DUE
TO A RANDOM RE ENGINEERED A
DEPARTMENT TO IMPROVE ITS
EFFICIENCY AND OPERATIONS --
AND MAKE IT MORE CUSTOMER
FRIENDLY SO --
WITHOUT --
LIKE TASKS --
OUR DIRECTOR --
TO MAKE THE PRESENTATION --
AND I'LL TURN IT OVER TO YOU
MADAM DIRECTOR THANK YOU.
THANK YOU A GOOD AFTERNOON
CHAIRMAN CHAIRMAN VAL AND
COMMITTEE MEMBERS.
IM GENES TO MOW THE DIRECTOR OF
THE CALIFORNIA DEPARTMENT OF
VEHICLES AND WITH ME IS ROBBIE
CROCKETT THE DEBBIE DIRECTED
MINISTRY SERVICES DIVISION.
THANK YOU FOR THE OPPORTUNITY TO
ADDRESS THE COMMITTEE ON THE
DEAN THESE WORK PLAN AND WAIT
TIME PROGRESS AND GOALS.
ON AUGUST SEVENTH I MADE THE
COMMITMENT TO REDUCE WAIT TIMES
BY TWENTY MINUTES ON AVERAGE FOR
BOTH AUGUST AND SEPTEMBER.
DURING THOSE TWO MONTHS WE
REDUCE NOT APPOINTMENT WAIT
TIMES BY AN AVERAGE OF FIFTY
SEVEN MINUTES.
THAT NUMBER VARIES AMONG OFFICES
WITH SOME OFFICES THE EVEN
GREATER WEIGHT TIME REDUCTIONS
AND OTHERS NOT AS MUCH.
WELL THE PROGRESS MADE IN THE
PAST TWO MONTHS IS ENCOURAGING.
MUCH WORK REMAINS TO FURTHER
REDUCE THESE TIMES.
IRON MAIDEN COMMITTED AND FULLY
ENGAGED SOLUTIONS AND
EFFICIENCIES TO FURTHER REDUCETHE WAIT TIMES.
LAST MONTH.
WHEN I TESTIFIED FOR LEGISLATURE
WERE TO WAIT TIMES READ AN
UNACCEPTABLE PEAK?
I EXPRESS MY APOLOGIES THEN AND
I WANT TO TAKE THIS MOMENT AGAIN
TO DO THAT AGAIN I APOLOGIZE FOR
THE WAIT TIMES.
I WANT OUR CUSTOMERS TO KNOW
THAT MY SENIOR MANAGEMENT.
AND I TAKE THIS VERY SERIOUSLY
AND WE ARE COMMITTED TO FIXING
THE PROBLEM.
WE'VE MADE PROGRESS AND I
ACKNOWLEDGE THERE IS MORE TO DO.
WE ARE CONTINUING TO ANALYZE
EVERY ASPECT OF THE DEPARTMENT
TO MAKE THE SERVICE THAT WE
PROVIDE OUR CUSTOMERS MORE
EFFICIENT.
WE WILL CONTINUE OUR EFFORTS TO
REDUCE WAIT TIMES FOR AS LONG AS
IT TAKES TO SERVE OUR CUSTOMERS
IN A TIMELY MANNER.
SINCE THE WEEK OF JULY TWENTY
THIRD DEVIOUS BROUGHT DOWN THE
QUEUE WAIT TIME BY AN AVERAGE OF
THIRTY EIGHT MINUTES AND THE PRE
Q. WAIT TIME WHICH IS WAITING
OUTSIDE.
MY NINETY MINUTES FOR A TOTAL OF
FIFTY SEVEN MINUTES.
WE HAVE A HUNDRED SEVEN TWO
OFFICES LOCATED THROUGHOUT THE
STATE WITH NINE THOUSAND PLEASE
AND OUR ANNUAL BUDGET IS OVER-ONE POINT ONE BILLION DOLLARS.
WHICH IS COMES PRIMARILY FROM
THE MOTOR VEHICLE COUNT.
SO EARLY THIS WEEK I SUBMITTED
THE WORK PLAN TO THE COMMITTEE
ABOUT ADDITIONAL EFFORTS DMV
WILL TAKE TO CONTINUE REDUCING
WAIT TIMES IN OUR OFFICES.
SOME HIGHLIGHTS INCLUDE.
WE HAVE HIRED A FOUR ENGINE
THREE EMPLOYEE POSITIONS WE HAVE
FOUR FIVE HUNDRED FORTY
EMERGENCY HIRES WHICH WE GOT
AUTHORITY FROM KELLY CHART.
AND WE HAVE A HUNDRED THIRTY
WHEN WE TURN YOU INTO A TIGHT
BACK WE HAVE THE KNOWLEDGE AND
SKILL SET.
TO SERVICE OUR CUSTOMERS IN
MAINLY AND WORK ON OUR
TECHNICIAN BEER AT THE WINDOW.
THIS TOTALS ONE THOUSAND SEMI
POSITIONS FILLED SINCE SEPTEMBER
THIRTIETH AND ALSO THE TIRES
HAVE ALREADY STARTED WORKING WE
APPRECIATE THE LEGISLATORS
AUTHORIZATION OF THE DISTAL
TURNING THIRTY IN PLACE TO HELP
REDUCE THE WAIT TIMES.
IN ADDITION TO THE ADDITIONAL
EMPLOYEES WE DEPLOYED A VARIETY
OF NEW SERVICES TO ENHANCE THE
CUSTOMER EXPERIENCE AND REDUCE
THE WAIT TIMES.
SINCE AUGUST WE HAVE BEEN
OFFERING THE TEXT NOTIFICATION
TO CUSTOMERS THIS PROVIDES THE
CUSTOMER THE FLEXIBILITY TO
CHECK IN.
AND THEN LEAVE THE OFFICE IF
NEEDED THEY CAN RUN AN ERRAND OR
AND THEN COME BACK WHEN THEY'RE
NOTIFIED THE CUSTOMER'S NOTIFIED
BY TEXT WHEN THEY'RE EIGHT
CUSTOMERS N FRONT OF THEM.
SO THEY CAN RETURN TO THE
OFFICES OF OFFICE IN TIME FOR
THEIR FOR THEIR NUMBER TO BE
CALLED AN ALL THESE OFFICES
OFFER THIS FEATURE.
WE'RE ALSO NEEDING SMART TABLETS
TO TRIAGE OUR CUSTOMERS AND THIS
IS WHERE WE'RE DOING EARLY
INTERVENTION OF THE CUSTOMER THE
TABLETS ASSIST ENTRY ICING THE
PRE QUEUE LINE.
OF THE CHRISTMAS DAY LINE BY
ISSUING Q. TICKETS AND MAKING A
RETURN APPOINTMENT IF NECESSARY
IF THE DOCK OF THE CUSTOMERS ARE
NOT.
PREPARED WITH EVERYTHING THAT
THEY NEED WE HAVE FIVE GREAT TO
OFFICES AND SO --
GREAT FIVE IS THE HIGHEST LEVEL
FOR THREE AND TWO AND GREAT TO
OFFICES AND ABOVE ARE GETTING
THE TABLETS WITH THE FULL
DEPLOYMENT TO THESE OFFICES.
I WILL BE COMPLETED BY ON
OCTOBER SIXTH TWO THIS INITIAL
ROLLOUT --
WE'RE WE ALREADY HAD SUBMITTED --
HAD --
TABLETS ROLLED OUT WAS TOO BUSY
TO THE FORTY FORTY WENT OFFICES
INDIVIDUAL OFFICES WITH THE
HIGHEST WAIT TIMES. TO HELP
TRIAGE CUSTOMERS WITH THE
REMAINING TABLETS. TO PLAY BASED
ON THE OTHER CUSTOMER BOMBS AND
AND WAIT TIMES --
AND SO THIS IS REALLY WHERE WE'D
SEEN.
WE'RE WE TRIAGE TO CUSTOMERS --
INITIALLY AND WERE ABLE TO FIND
OUT FROM THEM --
WHAT THE VISIT IS ABOUT DO THEY
HAVE THE RIGHT DOCUMENTS IF THEY
ARE THERE FOR IT QUICK EASY
VISIT WAS TO PICK UP A PLACARD?
OR TO A PICK UP A LICENSE PLATE
THEN WE HAVE AN EXPERT WINDOW IN
OUR OFFICES AND SO THEY CAN JUST
GO DIRECTLY TO THIS WHEN WE GET
SERVICE IMMEDIATELY.
THIS IS WHERE AGAIN THE
CUSTOMERS TO DODGE EMILY ANY Q.
TICKET AND THEY CAN GET INSIDE
THE OFFICE AND GET COMFORTABLE
AND NOT HAVE TO WAIT OUTSIDE.
AND AGAIN IF THEY GET THE TEXT
NOTIFICATION THE IN ORDER TO IN
AN EFFORT TO IDENTIFY THE OFFICE
IS THE LAKE OF THE WOODS LONGEST
WAIT TIMES IN THE SYSTEM.
WE HAVE IRAQI MATIC --
KEEP THE APPOINTMENT SYSTEM
TRACKING SYSTEM SO ALL OUR
OFFICES ARE MIRED IN REAL TIME
FROM MY HEADQUARTERS COMMAND
CENTER GIVING US THE ABILITY TO
MAKE STAFFING ADJUSTMENTS IN
QUEUING PARTIES FOR INDIVIDUAL
OFFICES.
ALL THE OFFICES HAVE THE ABILITY
TO MONITOR THEIR QUEUE BUT OUR
COMMAND CENTER HEADQUARTERS
PROVIDES ADDITIONAL SUPPORT A
MINE APPOINTMENT AND ON
APPOINTMENT WAIT TIMES.
IN AUGUST AND SEPTEMBER THE
DEPARTMENT WE ADDED AN
ADDITIONAL TWENTY ONE SELF
SERVICE VEHICLE REGISTRATION
RENEWAL KIOSK IN FIELD OFFICES
GROCERY STORES AND LIBRARIES%
THROUGHOUT THE STATE.
THIS TERM ALLOWS CUSTOMERS TO
RENEW THEIR AND WE SEE THE
VEHICLE REGISTRATION TAGS ON
SITE.
THERE ARE NOW A HUNDRED AND
TWENTY ONE KIOSK STATEWIDE
SEVENTY AND FIELD OFFICES FORTY
EIGHT RETAIL LOCATIONS. TO IN
LIBRARIES AND WHEN AT UC IRVINE.
BY THE END OF THIS YEAR THAT TO
MY WE HAVE EXPANDED TO TWENTY
NINE ADDITIONAL GROSSI LOCATIONS
BEING THE STATE MY TOLD A
HUNDRED FIFTY KIOSK THROUGHOUT
THE STATE.
LAST MONTH TWO ADDITIONAL
OFFICES WITHIN INCENDIO CLERMONT
BEGAN OFFERING THIRTY SERVICE
THIS BRINGS A TONE OF OFFICES
OPEN ON SATURDAY.
TO SIXTY TWO DISPLAY TO OUR
OFFICES RED LEDS AND WHETHER
YOU'RE A BEGAN OFFERING EXTENDED
HOURS ALL OPEN AT SEVEN AM --
INSTEAD OF EIGHT AM AND WE NOW
HAVE THIS IS SITTING OFFICES
PROVIDE EXTENDED OFFICE HOURS.
A MAJOR MILESTONE HAPPENED LAST
WEEK WITH AMPLE WE ARE WE
IMPLEMENT A NEW EFFICIENCY OF
PROCESSING DRIVER'S LICENSE
IDENTIFICATION CARD TRANSACTIONS.
ELECTRONIC DRIVER'S LICENSE
IDENTIFICATION CARD APPLICATIONS
NOW INTEGRATED WITH THE DRIVER'S
LICENSE IDENTIFICATION CARD.
SYSTEM THAT REFER TO AS THE
ENTERPRISE APPLICATION SYSTEM
ENVIRONMENT WOULD REFER TO AS
EAST.
WHICH IS USED TO PROCESS ALL OF
OUR DRIVERS LIKE MINIMIZES THE
TECHNICIAN KEEN ELECTRONICALLY
POPULATE A CUSTOMER'S
APPLICATION INFORMATION INTO OUR
DRIVER'S LICENSE.
APPLICATION DATABASE WERE
ALREADY SEEN PROMISING WAIT TIME
REDUCTION FROM THIS INTEGRATION
AS A REALLY ELIMINATES THE
AMOUNT OF TIME A CUSTARD OUR
TECHNICIAN ARE KEEN INFORMATION.
BEGINNING ON SEPTEMBER ELEVENTH
DRIVER'S LICENSE IDENTIFICATION
CARD RENEWAL NOTICES ARE NOT
SENT OUT NINETY DAYS IN ADVANCE
RATHER THAN.
SIXTY THIS GIVES CUSTOMERS MORE
TIME TO MAKE AN APPOINTMENT
BEFORE THEIR EXPIRATION DATE.
A WE ARE SEEING THE BENEFITS
FROM THE ACTIONS ALREADY TAKEN
THE PAST FEW MONTHS AS A FIELD
AFTER SEEING.
MORE CUSTOMERS UP AND WERE SEEN --
OUR AVERAGE WAIT TIME DRAWN.
THESE COMBINED EFFORTS HAVE
RESULTED IN D. V. MEETING IT'S
AUGUST AND SEPTEMBER GOALS --
FUTURE WAIT FOR OUR FUTURE PLANS
ADDRESS HE WAIT TIMES IS OUR
PRIORITY IN OUR MATE COMMITTED
TO FURTHER REDUCTIONS.
IN ORDER TO RESPONSIVE TO OUR
CUSTOMERS AND OUR OWN STANDARDS
OF CUSTOMER SERVICE FOR OCTOBER
WE ARE.
COMPLETING THE ROLL OUT OF THE
SMART TABLETS TO THE HUNDRED
FIFTY TWO OFFICES WE'RE GOING TO
GET WE ARE CONTINUING OUR THE
INTEGRATION OF THE EASE DRIVER'S
LICENSE IDENTIFICATION CARD
SYSTEM THAT REDUCES.
THE TRANSACTION TIME FOR
PROCESSING DRIVER'S LICENSE
DEBIT CARD A CARD AND FURTHER
REDUCING WAIT TIMES IN OUR
OFFICES.
WE ARE IMPLEMENTING EFFICIENCIES
REDUCE TRANSACTION TIMES BY
CENTRALIZING THE DOCUMENT
VERIFICATION PROCESS TO FURTHER
REDUCE TRANSACTION TIGHT
TRANSACT TIMES AT FOUR DRIVER'S
LICENSE PROCESSING.
OFFICES ONLY.
SO LOOKING INTO TWENTY NINETEEN
WE'RE WORKING ON TRANSACTION
EFFICIENCIES TO IMPROVE SERVICE
TIMES.
WERE IMPLEMENTING
RECOMMENDATIONS FROM A CUSTOMER
ENGAGEMENT EXPERIENCE --
REPORT -- WE
ARE PUTTING OUT A REQUESTS FOR
SERVICES FOR CUSTOMER ENGAGEMENT --
OF VENDOR TO COME AND LOOK AT
OUR OPERATIONS IN TERMS OF OF
THE CUSTOMER EXPERIENCE IN THE
FIELD OFFICE SO WE CAN GET
FEEDBACK IN TERMS HOW TO MAKE
THE CUSTOMER EXPERIENCE BETTER --
WE'RE GOING TO CONTINUE
PARTICIPATING IN REAL ID
EDUCATIONAL OUTREACH EVENTS --
WE IDENTIFY ADDITIONAL
TREATMENTS ENHANCE OUR CUSTOMER
SERVICES INCLUDING MORE ONLINE
SERVICES THAT WE CAN OFFER.
WERE ANYMORE SERVICE OPTIONS
OPTIONS THIRTEEN THE SELF
SERVICE TERMINALS AND WE
CONTINUE TO WORK WITH A LOT OF
CLOSE TO ROUTE TO IDENTIFY
ADDITIONAL SERVICES.
THAT THEY CAN PROVIDE TO OUR
CUSTOMERS.
YOU HAVE MY COMMITMENT THAT THE
DEPARTMENT WILL CONTINUE TO LOOK
FOR OPPORTUNITIES TO IMPROVE
OPERATIONS.
IT IS UNACCEPTABLE.
FORECASTERS HAVE TO HAVE A PLAY
EXTENDED WAIT TO GET SERVICE.
THANK YOU FOR THIS OPPORTUNITY
TO PROVIDE AN UPDATE ON THE
DEPARTMENT'S EFFORTS TO REDUCE
REDUCE WAIT WAIT TIMES.
I UNDERSTAND HERE THE CONCERNS
FROM THE MEMBERS --
IN THE OPENING AND YOU HAVE MY
COMMITMENT THAT WE ARE GOING TO
WORK HARDER AND WE'RE GOING TO
TAKE ANY SUGGESTIONS ANY
RECOMMENDATIONS FOR IMPROVEMENTS
AND GO BACK AND WORK ON THAT.
THANK YOU THANK YOU --
DIRECTLY DEALING WITH THE WAIT
TIME SO --
DO YOU HAVE METRICS FOR EACH
OFFICE.
IN REDUCING --
WAIT TIMES AND YOU EXAMINE
[inaudible]
EACH OF FACILITY OF ESPECIALLY
FACILITIES WERE.
THE WAIT TIMES ARE EXTRANEOUS OR
A SENATOR DODD QUICKLY POINTED
OUT PEOPLE OR IN A IN A
UNCOMFORTABLE.
OUTDOOR ENVIRONMENT OR
UNCOMFORTABLE INSIDE THE
ENVIRONMENT --
HAVE YOU LOOKED AT OF THE
CUSTOMER FRIENDLINESS OF
REDUCING WAIT TIMES IN THE MORE
CRITICAL OFFICES IN.
IN OUR STATE.
YES WE FOCUS OUR EFFORTS ON THE
OFFICES WITH THE HIGHEST WAIT
TIMES AND WE HAVE.
A DONE IN OFFICE VISITS ARE
DEBBIE DIRECTIVE ON OUT AND
VISIT OFFICES WITH THE HIGHEST
WAIT TIMES.
OBSERVING AND DOING COACHING AND
MANAGING AND LOOKING AT ANY
ADJUSTMENTS THAT WE NEED TO MAKE --
TO DISAPPROVE SIGNAGE AND WE
IMMEDIATELY --
IN AUGUST WE PURCHASED AND HAVE
AT OFFICES OF THE CANOPIES
OUTSIDE A SO THAT IT GIVES
CUSTOMERS PROTECTION FROM EITHER
THE HOT SUN OR IF THERE'S
INCLEMENT WEATHER WE ALSO
PROVIDED OF WATER FOR OUR
CUSTOMERS SO WE'RE TRYING.
TO MAKE AN EFFORT TO IMPROVE THE
CUSTOMER VISIT WHEN THEY COME TO
THE OFFICE.
OF WE ALSO WITH THE OFFERING
TEXT NOTIFICATION REGAIN THE
CUSTOMERS INSIDE THE OFFICE A
LOT SOONER AND WE'RE ALSO GIVING
THEM THE OPPORTUNITY TO LEAVE
AND COME BACK.
AT A TIME THAT'S OPTIMAL FOR
THEM ON TERMS THAT EACH OFFICE --
WE HAVE SAID DONE METRICS FOR IS
TO BE EIGHT TIMES --
THE THE APPOINTMENT APPOINTMENT
BECAUSE FORTY FIVE SO NOT TO DO
WAIT NO LONGER THE CAP WOULD BE
FORTY FIVE MINUTES AND FIFTY
FOUR AND NOT APPOINTMENT FIFTEEN
MINUTES FOR APPOINTMENT --
WE ARE ON TRACK TO APPOINTMENT.
FORTY FIVE APPOINTMENT --
FIFTEEN BUT WE WE ARE ON TRACK
TO TO MEET THAT.
IN IN OCTOBER WE ARE COMMITTED
STILL TO FURTHER REDUCE THAT
TIME -- IN
THE NEXT COMING FROM THROUGHOUT
THE END OF THE YEAR THAT WE'RE
JUST NOT GOING TO STOP AT THAT
WE ARE GOING TO CONTINUE. TO
LOOK AT THAT WE ALSO MONITOR IN
THE THE REPORT THAT WE HAD
SUBMITTED ON THE MONTH REPORT --
WE ARE WE LOOK AT THE TOP TWENTY
OFFICES THAT HAVE THE HIGHEST
WAIT TIMES WE FOCUS OUR OUR OUR
OUR EFFORTS ON THOSE THAT WE'VE
SEEN -- BY
FOR DOING THAT AND FOCUSING OUR
OUR OUR EFFORTS ON THOSE OFFICE
BUT WE LOOK AT ALL OFFICES.
THAT WE'VE SEEN REDUCTIONS.
IN THOSE OFFICES THAT WE
MONITORED IN THE MONTH OF JULY
IDENTIFIED THOSE TOP OFFICES IN
JULY AND THE MONITOR THEM AND
LOOK AT THEIR AT THE DIFFERENCE
IN THE REDUCTION THE WAIT TIMES
IN AUGUST.
AND THEN WE SAW SIGNIFICANT
REDUCTIONS IN THEY HAVE HIGH
WAIT TIMES AND FOCUS OUR EFFORTS
AGAIN ON THOSE CONTINUE TO WANT
TO ALL OFFICES.
AND THEN MONITOR ANOTHER OFF
EVERY MONTH THEY WERE MARCHING
IN THE OFFICES WITH THE HIGHEST
WAIT TIMES AND WE SEND TEAMS OUT
THERE. TO SEE WHAT NEEDS TO BE
DONE IN TERMS ARE THEY DOING THE
TRIAGE IN PROPERLY ARE THE
ENGAGING WITH THE CUSTOMER --
GUARDING USING THE TABLETS TO
GET THE CUSTOMER'S --
GET THEIR QUEUE TAKE IMMEDIATELY
WE DO HAVE ONE OFFICE THAT --
WITH USING THAT THE SMART
TABLETS ENTRY ISING THE
CUSTOMERS THAT WITH DOING THAT --
DOING THAT IN THE LOBBY OR
OUTSIDE THEY'RE ABLE TO CONVERT
YOUR START HERE WENT OVER
NORMALLY YOU INTERACT WITH THE
CUSTOMER FIRST.
THEY'VE UNCOMMITTED THAT TO A
TECHNICIAN SERVING WINDOW SO
THEY'RE TRIAGE GENE AND GIVING
CUSTOMERS THEIR QUEUE TICKET.
REALLY AS THE CUSTOMER COMES IN
AND SO WE FOCUS OUR EFFORTS ON
THESE FFICES. TO MEET THESE
METRICS THAT WE HAVE ESTABLISHED
AND THEY ARE WORKING AT THAT AND
ACKNOWLEDGE WE HAVE MORE WORK TO
DO TO BRING THOSE WAIT TIMES
DOWN BUT PERCENTAGE OF YOUR
OFFICES.
ARE OPERATING AT A ON ACCEPTABLE
LEVEL IN YOUR IN YOUR IN TERMS
OF YOUR STANDARDS YOUR
EFFICIENCY STANDARDS THAT YOU.
HAVE ESTABLISHED YOU HAVE A IDEA
OF HOW OUR OPERATING --
UNACCEPTABLE LEVEL AND THEN HAVE
YOU IDENTIFIED THE MAJOR CAUSES
OF OF THE WAIT TIMES THAT HAVE
EXTENDED TO AN UNACCEPTABLE
LEVEL.
AND CAN YOU GIVE US AN IDEA OF
THE DIFFERENT CAUSES.
OF OF THAT AND WHAT HAPPENED.
AS WE ARE LOCATED --
MONEY WHEN --
WHEN YOU CAME FOR FORCED TO US
IN TERMS OF THE BUDGET --
AND WE ALLOCATE THE EIGHTY SIX
MILLION DOLLARS AND THEN ANOTHER
ALLOCATION AND THEN WE GAVE YOU.
AUTHORIZATION IN TERMS OF THE
BUDGET FROM THE LEGISLATURE --
SIMPLY TO DO THAT IS NOT AN
ACCEPTABLE WAY OF A RELATIONSHIP
WITH THE WITH THE LEGISLATURE WE
WOULD LIKE TO HAVE.
MORE OF A PERFORMANCE.
OF METRICS AND MANAGEMENT OF
SHOWN TO US.
IN TERMS OF THE DMV SO.
WHICH IS WHAT WE'RE GONNA BE
LOOKING FORWARD TO NEXT YEAR
WHEN WE WE LOOK AT HOPEFULLY RE
ENGINEERING THE DMV. TO A A
BETTER OPERATION SO WHAT WHAT
KIND OF WHAT KIND OF RESULTS ARE
YOU YOU GETTING --
AND CAUSES ARE YOU GETTING IN
TERMS OF THE INORDINATELY LONG
WAIT TIMES SO --
WE WE DO APPRECIATE THE
ADDITIONAL FUNNY THAT THAT PART
RECEIVE WHERE WE'RE AT A HIGHER
RATE --
ADDITIONAL STAFF SO WITH THE
FUNDING THAT WE DID RECEIVE A
FOR THIS --
SEVENTEEN EIGHTEEN BUDGET WE DID
HIRE -- FIVE
ENGINE FIFTY PEOPLE THATWENT.
IN SEVENTEEN EIGHTEEN WE GOT
ANOTHER HUNDRED AND SIXTY SIX SO
ALL THOSE --
IMPLICA UP POSITIONS HAVE BEEN
FILLED --
THEY RECEIVE THEIR DRIVER'S
LICENSE IDENTIFICATION CARD
TRAINING THERE IN OUR OFFICE IS
WORKING AND SERVING OUR
CUSTOMERS AND THEN WE DID GET
THE DISTAL FINDING --
TO HARDEN ADDITIONAL TO IT AND
THIRTY PER.
SOME OF THOSE EMPLOYEES ARE
GETTING THE TRAIN AND COMING
BACK AND SERVING ON A WINDOWS BY
HAVING THE DIGITAL --
AUTHORITY TO HIRE THESE IN PLACE
AND WORKING ON OUR WINDOWS WERE
ABLE TO SERVE MORE CUSTOMERS AND
SO THAT IS HELPING US IMPROVE
REDUCING THE WAIT TIMES --
AS WELL AS TO UTILIZING THE
CUSTOMER'S IMMEDIATELY WHERE --
INSURING THAT THEY ARE PREPARED
THEY HAVE ALL THE RIGHT
DOCUMENTS WHEN THE CUSTOMER THAT
IS PREPARED --
IT COMES TO THE TECHNICIAN
WINDOW WERE ABLE TO TECHNICIAN
IS ABLE TO PROCESS THE CUSTOMER
A LOT FASTER BECAUSE ALL THE
DOCTORS ARE THERE --
ANY INFORMATION THAT NEEDS TO BE
SHARED WITH THE CUSTOMER IN
TERMS OF THEIR VISIT OUR PERSON
THAT HISTORY I SEEN THE CUSTOMER
THE FIRST INITIAL CONTACT IS
ASKING ALL THE QUESTIONS.
ENSURING THAT CUSTOMER
UNDERSTANDS WHAT'S NEEDED OTHER
GIVEN THE RIGHT FORMS EITHER
GIVEN THE OPPORTUNITY TO TO
LEAVE AND COME BACK IF THEY
DON'T HAVE THE RIGHT.
FORMS AND GIVEN EITHER AN
APPOINTMENT TO COME BACK LATER
THAT DAY.
SHOULD QUESTION OKAY YOU CAN
QUESTION AGAIN OKAY WHAT WERE
THE MAJOR CAUSES.
I WANT USE FOCUS A LITTLE BIT
OKAY WHAT WERE THE MAJOR CAUSES.
THAT --
BECAUSE THE IT IN ORDER IN THE
LONG WAIT TIMES THE PERSONNEL
WERE THERE A PERSONNEL TAKING
SICK LEAVE WHERE THE NOT HAVING
ENOUGH PERSONNEL WAS THAT THE
SYSTEM WAS AT THE TECHNOLOGY --
CAN YOU GIVE US SOME A LIST OF
THE WHAT YOU THINK HAVE YOU
IDENTIFIED WHAT THE MAJOR CAUSES
THAT WE HAVE TO APPROACH.
THIS PROBLEM OF OF AND WORK WITH
YOU ON OKAY SO I'M NOT SURE
ABOUT THE CAUSES OKAY SO THAT'S
I WANT I WANT YOU KNOW YOU GIVE
US A WORK PLAN. TO SOLVE SOME
THINGS BUT I WANT TO TALK ABOUT
THE CAUSES NOW.
SO GIVE ME SOME GIVE ME THE FIVE
BIGGEST CAUSES. ONE OF FIVE OR
MAYBE YOU CAN HAVE MORE NOW ON
MY BEFORE BUT COULD YOU GIVE ME
SOME CAUSES I WANT TO HEAR THAT
I WANT TO BE SPECIFIC HERE WHAT
WAS PERSONNEL --
WE DID NOT HAVE ENOUGH STAFF
WORKING OR WINDOWS TO SERVE THE
BUDGET DO NOT ALLOCATED ENOUGH
MONEY FOR THE PERSONNEL OR THERE
WAS TOO MANY VACANCIES THAT.
WERE OCCURRING WHAT WAS THE
REASON FOR THE PERSONNEL ISSUE A
WE DID NOT HAVE ENOUGH --
AUTHORIZED A THREE TO HIRE MORE
HAVE ENOUGH MONEY TO AN AUTHOR'S.
AUTHORITY TO HIRE MORE STAFF AND
WE GOT THAT TO THE SUPPLEMENTAL
LANGUAGE SO THERE WAS AN UNDER
ESTIMATION
OF THE REQUIRED PERSONNEL. FOR
THE DEPARTMENT OF MOTOR VEHICLES
TO ACCOMMODATE THE THE JOB.
THAT WAS --
PUT UPON US ENTERS A REAL IDEA.
WAS IT WAS IT OTHER OTHER
RESPONSIBILITIES THAT YOU HAD
THAT BECAUSE OF THE PERSONNEL --
NUMBER TO BE TOO LOW WAS
ADJUSTED REAL ID. ONE WAS REAL
IT WAS THAT OF THE THE TIME IT
TOOK TO INFORM THE CUSTOMER OF
THEM UNDERSTANDING WHAT THE
DIFFERENCE BETWEEN A COMPLIANT
CARD A NON COMPLIANT CARD --
WE UNDERESTIMATE THE TIME THAT
WOULD TAKE TO EDUCATE THE
CUSTOMER IN TERMS OF THE
DIFFERENT TYPES OF CARDS.
AND WHAT THE DOCUMENTS ARE
NEEDED SO WE END INTERACT WITH
THAT TERMS OF THAT PROCESS
PROBLEM IN TERMS OF THE CUSTOMER.
AND THE LENGTH OF TIME EACH
CUSTOMER TOOK AS RECTOR ST CODE
TOOK TOO LONG AND AS A RESULT
THERE IS A BACK THIS STARTED
BACK UP.
YES AND THEN --
HAVING THE BECAUSE WE UNDERSTAND
THE DIFFERENCE BETWEEN A
COMPLIANT CARD A NON COMPLIANT
CARD I'LL BE HONEST ME THE TIME
IT TOOK TO EXPLAIN THAT TO THE
CUSTOMER.
AND THEN MAKING SURE THAT THAT-SO IT TAKES FAR LONGER PROCESS
THE CUSTOMER WHICH THEN EXTENDS
THE TIME IT TAKES TO PROCESS SO.
THAT'S IN TIME TRANSACTION TIMES
INCREASES.
TO OKAY SO THE OTHER.
ONE WAS WHERE --
WE IMPLEMENTED --
OF THE SO FULL.
OF ANNUAL GIVEN THE GOING
THROUGH EARLY --
OKAY GO AHEAD SKEWS ME GOING SO
THAT I CAN WITH MY CALL OKAY.
OKAY GO THAT SO IN TERMS OF
PROCESSING TRANSACTIONS WE JUST
FINISHED THE AS I MENTIONED THE
INTEGRATION PRIOR TO THAT --
THERE WAS TWO SCREENS FOR A
TECHNICIAN TO PROCESS AN
APPLICATION SO --
THE APPLICATION --
WAS POPULATING INTO A ACTED JUST
HAD TWO SCREENS --
TWO APPLICATIONS OPEN IN FRONT
OF THEM AND SO --
THAT WAS NOT AN EFFICIENT
PROCESS AND SO ABLE WAS
INEFFICIENT EXPLAIN THE I. AT
TWO APPLICATIONS OPEN FROM SO
WHEN YOU COMPLETED YOUR NOT TWO
THINGS ARE OWNER.
YET YOU SAID TO SCRIPT THEY THEY
HAVE TO TALK ABOUT BETWEEN TWO
APPLICATIONS AND WITH EASE
INTEGRATION THEY'RE ONLY WORKING
WITHIN ONE APPLICATION THEY HAVE
TO TOGGLE BACK AND FORTH.
AND THAT WAS NOT AN EFFICIENT
PROCESS AND THAT --
TOOK A SIGNIFICANT ON A TIME AND
A SOFTWARE ISSUE.
WHEN IT IT'S A APPLICATION ISSUE --
SOFTWARE APPLICATION OKAY YET SO
WE HAVEN'T MADE INTO FISHING ON
THAT AND WERE SEEN --
TRANSACTION PROCESSING TIME THE
REDO THE SOFTWARE.
YES OKAY WHAT ELSE IN THAT --
THREE THREE ONE ZERO A THREE MAN
THE THREE MAJOR ONES WITH
STAFFING --
THE TIME IT TOOK TO PROCESS I'D
EXPLAIN REAL ID TO A CUSTOMER
AND THEN THE THE APPLICATION THE
INEFFICIENCY OF TALKING BACK
BETWEEN TWO SYSTEMS WHERE THE
MAJOR.
AND INCREASED CUSTOMERS WERE
SEEN --
PEOPLE ARE COMING IN FOR THE
REAL ID BECAUSE IT'S AN IN
PERSON VISIT. TO GET A COMPLIANT
CARD YOU CANNOT IF YOU WANT A
FEDERAL COMPLAINT CARD THE
FEDERAL REGULATIONS REQUIRE AN
IN PERSON VISIT SO WE'RE SEEING
CUSTOMERS COMING IN TO GET A
COMPLIANT LICENSE THAT NORMALLY
WOULDN'T COME IN.
DURING THIS TIME US SO THE FOCUS
ON HAVING TO GO TO THE OFFICE
PHYSICALLY FOR THE REAL IDE AS
OPPOSED.
TO RENEWING BY MAIL OR EMAIL OR
THE KEY SOCCER YES SOME OF THE
OTHER APPLICATIONS THEM A IT'S A
FEDERAL.
AGENCY THEY HAVE TO DO THAT.
AS A RESULT OF FEDERAL OKAY OF
OTHERS AND YET OTHER ONES.
YES WE WENT.
WE GET A LESSER.
WORKING THROUGH IT.
WE'RE GONNA PUNCH LOOSER THE
SWORD OKAY AND SO ANOTHER THING
IS AND THIS COMES FROM
PREPAREDNESS MAKING SURE THAT
THEY ARE AWARE OF WHAT THEY NEED
TO BRING LEAVE.
UPDATE OUR WEBSITE --
WE PUT INFORMATION IN THE
RENEWAL NOTICES TO COME PREPARED --
THERE'S MORE THAT WE NEED TO DO
IN TERMS OF CUSTOMER OUT REACH
PREPAREDNESS AND I'VE TALKED
WITH OTHER STATES --
THEY'RE SEEING THE SAME THING
WHERE CUSTOMERS ARE NOT COMING
PREPARED OF THE DAY AND A LOT OF
THE SAME THINGS THAT WE'VE DONE
IN TERMS OF MEDIA SOCIAL MEDIA
SUCH --
NEWSPAPER AD REACH AND IT'S
BECAUSE WE'RE PREPARED IS MAKING
SURE THAT THEY AND THEY BRING IN
THE RIGHT DOCUMENTS AND SO I'VE
TALKED TO MY COUNTERPARTS ARE
EXPERIENCING.
THE SAME THING AS CUSTOMERS ARE
MAKING BRINGING TO THE THREE
DOCUMENTS THAT THEY NEED AND WE
ALL NEED TO FIGURE TRYING IF OR
TALKING TO OTHER WHAT ARE YOU
DOING TO MAKE SURE CUSTOMERS ARE
BETTER PREPARED.
AND WE'RE SHARING THAT
INFORMATION.
WITH THE CUSTOMER --
FREE APPLICATION MEETING
COMMUNICATION AND PREPARED US.
OKAY THANK YOU AND THE OTHERS.
THE STAFF ABOUT THE STAFF
TRAINING.
WE'RE WORKING ON STUFF --
BEING READY TO DO THE WORK ON
THE OF OF DEALING WITH THE READ
I ID -- IN
TERMS OF LIKE TRAINING --
AND GOING THROUGH EXERCISES TO
TRAIN THEM TO GET THE READY FOR
THE ONSLAUGHT WAS AT A PROBLEM
OR THE THE WE DO TRAINING WE
HAVE A TRAINING OUR EVERY
WEDNESDAY MORNING FROM EIGHT TO
NINE SO WE GO OVER.
THE PROCESS AND PROCEDURES WITH
OUR STAFF FROM EIGHT TO NINE
TURNS OF ANY NEW --
POLICIES AND PROCEDURES --
WE DO THAT AND SO REACH OUT AND
I THINK THAT WE'RE WORKING ON IS
CONSISTENCY AMONG OUR OFFICES WE
HAD A HUNDRED TIMES TWO OFFICES
SO WE ARE WORKING ON INSURING
THAT WE HAVE CONSISTENCY AND
MINE THE OFFICES AND WE ALSO
LOOKING --
FOR A WASTE TO HAVE A BETTER
EFFICIENCY.
SO WE HAVE THAT ALL MEN AND
MANAGEMENT --
CONFUSION AND STAFF.
CONFUSION IF YOU WANT TO SET
THAT WAY.
GETTING READY FOR THIS.
THE THE WHEN YOU HAVE A CRISIS
OF DOES THAT A LOT OF TIMES WHEN
YOU HAVE A CRISIS SO.
AND YOUR MANAGER WITH THE STAFF.
SO YOU KNOW IT WAS KIND OF PILES
OF THEN IT BECOMES [inaudible]
THE THE NORMAL.
TRAINING AND PROCESSES IF THEY
DON'T WORK --
IT CREATES A DIFFICULTY MENTALLY.
CONFUSION STARTS TO GET WORSE
AND WORSE AND WORSE --
PEOPLE ARE NOT ABLE TO FUNCTION.
IT IN THE ORGANIZATION STARTS.
TO START TO SEE LIKE CRACKS IN
PEOPLE AREN'T FUNCTIONING.
OF WITHIN THAT CUT IS THE KIND
OF ARGO STEAM ROLES A LITTLE BIT
YOU KNOW LIKE WHEN YOU START
HAVING THOSE.
AND THAT'S I'M JUST.
GIVING YOU --
HELLO THE PSYCHOLOGY OF A
WORKPLACE KIND OF THING.
SO -- DID TO
WHAT EXTENT DID YOU --
LOOK AT THE PAST AND SEE THAT
KIND OF THING OCCURRING IN YOUR
ORGANIZATION.
SO WE DO HAVE.
OUR OFFICES A DIVIDED INTO EIGHT
REGIONS THROUGHOUT THE STATE WE
HAVE EIGHT REGIONAL
ADMINISTRATORS --
THEY HAVE --
MEETINGS WITH ALL THE OFFICE
MANAGERS AND THEN THEY HAVE --
SO WE MEET AND I GO INTO THOSE
OFFICE VISITS WERE.
A MEAT WHEN THEY HAVE THE
MEETINGS WITH THE REGIONAL
ADMINISTRATORS.
TO GET INFORMATION --
DO WHAT WE NEED TO DO BUT OFFICE
MARRIAGES WHO IN TURN GET
FEEDBACK FROM THE OFFICE STAFF.
AND THAT'S WHAT THEY DO AT THE
WEDNESDAY MORNING TRAINING TO
GET FEEDBACK FROM THE EMPLOYEES
IN TERMS OF THINGS THAT WE NEED
TO DO BETTER WE ARE --
HAVING FOCUS GROUPS MEETINGS IN
OCTOBER WERE HAVING --
OR LOOKING BACK NOW LOOKING BACK
WHAT HAPPENED NOT NOT WHAT
YOU'RE DOING OKAY.
WHAT HAPPENED IS WHAT I WANT TO
KNOW?
TERMS OF CLAUSES.
AS IS IS THAT IS IT WAS THE THE
SO WHAT IS LIKE THIS LIKE WHEN
YOU'RE IN --
YOU KNOW IT'S IT'S IT'S KIND OF
SOMETHING THAT HAPPENS IN THE OF
THE SEATS THE CLOUD OF WAR IF
YOU'RE IN A LOVE THAT YOU KNOW
LIKE WHEN VETERANS ARE IN COMBAT.
THIS GETS CONFUSING IN A DAY IS
IT.
IT'S HARD YOU KNOW TO KEEP THE
ORGANIZATION FUNCTIONING.
SO ONE OF THINGS THAT WILL WAS
THOSE KINDS OF THINGS HAPPEN I
WANT SOME HONEST OPINIONS OF
ROLE -- WHEN
THINGS IS WE --
WHAT HAPPENS IN THE GAME OF
TWENTY EIGHTEEN WE EMPLOY A REAL
ID -- IN
JANUARY TWENTY SECOND AND THEN
WE SYSTEM VENDOR WE'VE ALL THAT
OUT TO ALL THE OFFICES THAT WAS
PROBABLY AROUND IN IN MARCH.
AND THEN WE IMPLEMENTED --
OF THE MOTOR VOTER IN IN APRIL
AND THEN WE ROLLED OUT TO OUR
ELECTRONIC DRIVER'S LICENSE
APPLICATION SO --
IT IS WHERE IT'S NOT NORMAL FOR
US TO ROLL OUT THAT MANY
INITIATIVES ALL WITH THE SPAN OF
THREE OR FOUR MONTHS AND SO
AGAIN GOING TO YOUR POINT.
OF THE EMPLOYEES WERE.
GIVEN A LOT OF TRAINING ON
DIFFERENT THINGS ALL AT ONCE IN
SO IN TERMS OF MAKING SURE THAT
THEY WERE WELL PREPARED THEY HAD
TO LEARN A LOT IN A SHORT.
PERIOD OF TIME IN SO WE NORMALLY
DON'T RULE OUT THAT MANY
INITIATIVES IN A SHORT SPAN OF
TIME -- BUT
AGAIN WE WANTED TO MAKE SURE
THAT WE'RE ROLLING OUT MAKING
AVAILABLE REAL ID --
AND THEN ITS ARMS ACT OF OF
OFFICES AND THE THE STAFF HAVE
THAT TRAINING. TO MAKE SURE THAT
THEY HAVE ARE PREPARED SO THEN
AGAIN WE DO THE WEDNESDAY
MORNING TRAIN FROM EIGHT TO NINE
AND WE DO REFRESHER TRAINING WE
GO OVER THOSE PRACTICES IN THE
POLICIES TO MAKE SURE.
THAT THEY HAVE THAT OPPORTUNITY
AND MAKE SURE THAT THEY CAN ASK
QUESTIONS THEY'RE NOT
UNDERSTANDING A PRACTICE WERE
POLICY YOUR PROCEDURE.
AGAIN -- WE
DID ASK A LOT OF EMPLOYEES LEARN
YOU IF YOU PART OF OUR
APPLICATIONS --
THEY HAVE THAT SENSE --
WE ROLLED OUT THE INTEGRATION OF
WE MAKE THINGS EASIER FOR THEM
AND IT PROBABLY WAS CHALLENGING
FOR THEM A LOT FOR THEM TO
COMPREHEND AND LEARN.
AND WERE DOING EVERY EFFORT TO
MAKE THAT BETTER FOR THEM AND
ADDITIONALLY YOU KNOW THEY JUST --
HIRES --
EFFICIENCY --
pDETERIORATED --
IT PROBABLY DID BECAUSE THEY HAD
A LOT A LOT TO DO IN A IN A
SHORT AMOUNT OF TIME.
AND IN TERMS OF YOUR OPINION
ABOUT EFFICIENCY DETERIORATION
OF EMPLOYEES --
THEY IT TOOK LONGER FOR THEM TO
PROCESS THE TRANSACTION --
TO GET PROFICIENT IN SOME AREAS
IN LONGER AND LONGER AND THEY'RE
SEEING DOCUMENTS BEFORE AND THEY
HAVE.
TO REVIEW AND MAKE SURE THAT.
TO ANY FOR ALL THE DOCUMENTS
THAT COME IN FOR A REAL ID WHICH
IS YOUR BIRTH CERTIFICATE OR
PASSPORT SO SECURITY DOCUMENT
RESIDENCY.
IT HAS TO GO WE REQUIRE
SECONDARY VIEW TO MAKE SURE
THEY'RE AUTHENTIC DOCUMENTS AND%
SO IN TERMS OF YOU MEAN PROCESS
PROCEDURES --
AND THEN GETTING PROFICIENT AT
THAT FOR FOR FOR A PLACE TO
LEARN THAT AND GET PROFICIENT IN
SO THAT DID INCREASE THE TIME TO
PROCESS THE TRANSACTION TO ME
THAT IF I WAS WORKING THERE AND
I STARTED SEEING THE BACK THIS
HAPPEN AND ALL THE PEOPLE --
YEAH OUT SIDE.
THAT WOULD --
I WOULD HAVE A SENSE OF YOU KNOW
JUST A HORRIBLE SENSE INSIDE OF
ME ABOUT WHAT.
WAS HAPPENING JUST YOU KNOW THIS.
HERBAL THING WAS HAPPENING TO
THIS PLACE I WAS WORKING ON IT
WOULD.
IT WOULD CAUSE A LOT OF
SUFFERING INSIDE OF ME.
AND THAT WOULD AFFECT WHETHER OR
NOT I CAN DO MY JOB EFFECTIVELY.
HELLO IT IS IT SEEMS LIKE.
THAT'S A FACTOR ONE SHOES VERY
YES TEMPLATE THAT KIND OF HIT IT
HIT.
HOME IN THE MANAGEMENT AND
EMPLOYEES WHEN THEY SAW.
PEOPLE OUT IN THE SUN
[inaudible]
THAT WOULD.
THAT WOULD BE A TOUGH ONE TO
TAKE IT WOULD BE VERY HARD FOR
EMPLOYEES AND MANAGERS --
TO TO SEE A LOT OF OUR CUSTOMERS
WAITING OUTSIDE.
WE MADE --
WERE ABLE TO ADDRESS THAT BUT
DEFINITELY YES IT IT'S
CHALLENGING FOR THE OFFICE
MANAGERS AND EMPLOYEES TO SEE
LONG LINES AND SEEN A LOT OF
CUSTOMERS WAITING FOR SERVICE
GOING THROUGH BECAUSE I HAD ONE
MORE THAN I GOT A HOUSE OKAY.
AND THAT'S THE TECHNOLOGY
BECAUSE THIS IS SOMETHING I'M
VERY INTERESTED IN ESPECIALLY
LOOKING FORWARD --
CAN YOU GIVE US THE STATUS OF
YOUR TECHNOLOGY OF WHETHER OR
NOT IT'S IN MOST PEOPLE'S
OPINION ANTIQUATED OR IS IT --
THE BEST TECHNOLOGY.
THAT --
DEPARTMENT OF MOTOR VEHICLE.
HAVE IN --
OTHER STATES --
DO WE HAVE --
THE BEST TECHNOLOGY FOR THE
OPERATIONS OF THE DEPARTMENT OF
MOTOR VEHICLES --
JUST JUST GIVE ME.
A STATUS --
KIND OF HOW ANTIQUATED OR NOT
AND QUIT SOME OF YOUR TECHNOLOGY
AND WHICH WHICH SURE THOUGH --
WHAT AREAS ARE THE WORST AREAS
IF YOU CAN TALK ABOUT THAT
TALKING ABOUT CAUSES AGAIN YOU
KNOW?
YOU GO THROUGH THAT AND HOW DOES
THAT AFFECT THE OPERATIONS.
SO ON OUR VEHICLE REGISTRATION
SYSTEM WHICH IS SEPARATE FROM A
DRIVER'S LICENSES TO REORGANIZE
THEIR DRIVER'S LICENSE THE
SYSTEM --
AND THAT IS A IS IN MODERN LANG
OUR SYSTEM IS AN ANTIQUATED
SYSTEM IT IS --
LANGUAGE THAT IS --
NOT REALLY SUPPORTABLE ANYMORE
WE DID SUBMIT A FUNDING REQUEST
AND WE HAVE APPROVAL TO MOVE
FORWARD WITH THAT TO MODERNIZE
THE VEHICLEREGISTRATION SYSTEM.
THAT'S AN EIGHTY NINE MILLION
DOLLAR PROJECT.
WHERE AN INITIAL STAGES OF --
WE'VE GOT THE TEAM --
HIRED IN THE POSITIONS TO MOVE
FORWARD THE PROJECT TEAM WERE
GETTING CNSULTANTS ON BOARD TO
HELP US WITH ENTERING --
HOW TO MOVE FOR WITH THE PROJECT
AND --
PROJECT MANAGEMENT REGAINED OUT
ON PLACE RIGHT NOW --
THAT'S GOING TO BE ANOTHER FOR
YOUR PROJECT TO GO TO A
MODERNIZING --
THE VEHICLE REGISTRATION SYSTEM
IS ANTIQUATED SYSTEM --
WE'RE DOING THAT IN IN PHASES
AND WE'RE STARTING WITH OUR AUTO
CLUBS DO WE'RE GOING TO START
OTHER CLUBS DO FOR AND WITH THE
BUSINESS PARTNERS DO A
TRANSACTIONS AND WE'RE GOING TO
GO WITH THE AUTO CLUB TO DO
ANOTHER ADDITIONAL SUBSET OF
TRANSACTIONS.
IN IN RULE THAT OUT OUR FIELD
OFFICES.
THAT DO THE FULL SUITE OF
TRANSACTIONS AND WITH A SYSTEM
THAT IS OLD AND ANTIQUATED
DEFINITELY IT IS NOT THE MOST
EFFICIENTSYSTEM.
IT TAKES LONGER FOR EMPLOYEES TO
PROCESS VEHICLE REGISTRATION
TRANSACTIONS IN THAT.
DEFINITELY DOES NEED TO MEET
MOVE FORWARD TO BE.
WITH A BETTER TECHNOLOGY YOU
HAVE AN IDEA HOW MANY EMPLOYEES
WORK ON THE VEHICLE REGISTRATION
VERSUS DRIVER'S LICENSES THAT.
IT'S ABOUT A SIXTY FORTY SPLIT A
6% OF OUR WORK IS --
DRIVER'S LICENSING AND 40% IS A
VEHICLE REGISTERED USERS AND ALL
OKAY.
OKAY I I I WENT OVER SOME OF THE
CAUSES BECAUSE I WANTED.
TO GET THROUGH THE BUT I DON'T
WANT TO DOMINATE TO DISCUSS I
HAVE A LOT OF COMMENTS AND
QUESTIONS SO --
WHY DON'T WE TURN IT OVER --
TO ANY COMMENTS TO THE MEMBERS
OF THE SENATE HAVE ON THIS ISSUE.
SO WHO WOULD LIKE TO START.
CENTER GAINS GO AHEAD YOU HAVE
THE FLOOR.
TED GAINS HAS A FOUR THANK YOU A
DIRECTOR SHIA MOTTO APPRECIATE
YOU.
BEING HERE.
AND WANT TO THANK US CENTER BELL
ALSO.
FOR HOLDING THE HEARING AND I
JUST WANT TO TRY TO DO AGAIN --
SOME OF THE KEY ISSUES AT LEAST
THE WAY I VIEW THEM AND HE DD
MENTION THAT TIME HAD BEEN
REDUCED BY FIFTY SEVEN MINUTES
AND I'M TRYING TO GET A HANDLE
ON SO FAR.
FROM.
HOW MANY HOURS PER PEOPLE
WAITING TO HOW MANY ARE THERE
WAITING AS A RESULT OF THE
CHANGES THAT HAVE OCCURRED SO?
CAN YOU GIVE ME A AND I KNOW
THAT -- VERY
FROM OFFICE TO OFFICE BUT MAYBE
YOU COULD TELL ME.
IS THAT AN AVERAGE FROM.
THE MOST EFFICIENT OFFICE AND
ALSO FROM THE THE MOST BACKLOG
OFFICE.
OKAY SO -- I
WE ARE MARTINE.
IN TERMS OF HOW LONG ON THROUGH
I COMMAND EXISTING QUEUING
SYSTEM WE MONITOR HOW LONG --
CUSTOMERS ARE WAITING --
WE HAVE MADE SIGNIFICANT
PROGRESS --
FROM WHERE WE STARTED THIS
BASELINE DISINFORMATION IN JULY
TO WHERE WE'RE AT NOW IN IN
pWE'RE JUST COLLECTING OCTOBER
DATA.
BUT CUSTOMERS AN HOUR OF 53% OF
OUR CUSTOMERS IN JULY WERE
READING ABOUT AN HOUR --
THEN COME NOW --
TO CAN BE PROCESSED IN AN HOUR --
COMING THROUGH SEPTEMBER MADE
SIGNIFICANT IMPROVEMENTS THAT
73% OF OUR CUSTOMERS ARE WAITING.
LESSON ARE TO GET SERVICE AND SO
WE ARE MONITORING SYSTEM WIDE
SYSTEM STATE THAT'S THE
STATEWIDE AVERAGE.
OF BUT WE DO KNOW THAT SOME
OFFICES.
MAY WAIT ON CUSTOMERS MAY WAIT
LONGER THAN THAT --
ON A BIT THIS IS THE STATEWIDE
AVERAGE AND WE DO WORK IN GOLD
DIRECTLY TO SOME OFFICER RISKE
THERE'S STILL A LOT OF ROOM FOR
IMPROVEMENT --
WE ARE SEEING THAT --
ON AVERAGE --
CUSTOMERS THAT ARE WAITING
LONGER LIKE I'D SAY OVER TWO AND
A HALF HOURS --
IN IN JULY WHEN WE BASE LINE
THAT THAT WAS AROUND AND MY
NUMBER IS 1515% OF OUR CUSTOMERS
ARE WAITING TWO AND A HALF HOURS
OR MORE WHICH IS UNACCEPTABLE TO
US.
IN SEPTEMBER WERE SEEN THAT --
THAT'S DOWN 22% AND SO --
WE'RE SEEING THAT CUSTOMERS --
WE'RE GETTING HIM IN SOONER
THEY'RE GETTING THE TWO IN THE
WORK PLAN THAT WE HAD DONE --
FROM -- JULY
AND AUGUST WERE SEEN THAT THE
RESULTS OF THAT WE KNOW THAT
DEFINITELY THERE IS STILL
WORKING TODAY --
BECAUSE CUSTOMERS --
WE DON'T WANT THEM TO WAIT. TO
GET SERVICE OKAY GOOD AND
APPRECIATE ALSO THAT YOU ARE.
PROVIDING WATER OR TALK ABOUT
WIFI THINGS LIKE THAT WHICH IS
GREAT THAT'S A PART OF CUSTOMER
SERVICE BUT MY HOPE IS.
WE'RE GONNA GET TO THE POINT
WHERE YOU DON'T HAVE TO GIVE
THEM WATER [inaudible]
YEAH.
CAT CALIFORNIANS COME IN AND
THEY'RE NOT GOING TO BE THE
WATER BECAUSE WHEN A WE'RE GONNA
BE SO EFFICIENT OVER AGAIN
THROUGH THE SYSTEM.
DO YOU HAVE AN IDEA AS TO WHEN
WE WENT TO WE REACH THAT GOAL
WHERE.
PEOPLE CAN SIMPLY COME INTO THE
BUILDING STAY IN THE BUILDING
THE PROCESS THE TIMELY MANNER.
OF WORK CONTINUE TO WORK ON THAT --
WE ARE WE ARE.
HOPEFUL THAT WE WILL --
TO ARTICLE STATED WE'RE GOING TO
MEET THAT IN OCTOBER AND WE'RE
GOING TO CONTINUE TO WORK ON
REDUCING THAT TO WHERE YOU WANT
YOU SAY.
THAT OUR CUSTOMERS CAN BE ABLE
TO BE SERVICED --
QUICKLY WHERE THEY WENT NOT TO
EAT HALF BUT I REALLY LIKE IT A%
DRINK OF WATER WE PROVIDE THAT
IN OF WE CAN GET THE CUSTOMERS
IN AND GET SEATED COMFORTABLY OR
WERE SEEN IN TERMS OF THE TEST
MAX MESSAGING THAT TIME --
FIRST WITH THAT SCENE A HIGH
NUMBER WE'RE ISSUING ABOUT --
FOUR THOUSAND A WEEK WAS IT WA
A GOOD NUMBER GIVE ME THE TEXT
MESSAGING OUT NOW WHEN USING AS
A MEASUREMENT WHERE.
THE LAST TOURNAMENT OR NOW THAT
TILL ABOUT MAYBE TWELVE HUNDRED
FIFTEEN HUNDRED TEXT MESSAGES
BECAUSE CUSTOMERS ARE BEING SEEN
A LOT QUICKER THAT THEY DON'T
NEED TO BE.
GIVEN THE TEXT MESSAGE AND SO
WE'RE SEEING FIRST WITH THAT A
GOOD NUMBER WAS GAY BUT NOW
WE'RE SEEING THE LOWER NUMBER
NOW IS THAT WHAT RESULTS IN THAT
CUSTOMERS ARE BEING.
SEEN A LOT QUICKER AND LESS NEED
TO SEND OUT A TEXT MESSAGES FOR
THEM TO COME BACK IN A TIME
THAT'S CONVENIENT FOR THEM.
THAT'S GREAT AND THEN --
CAN YOU EXPAND A LITTLE BIT ON
THOSE ADDITIONAL SERVICES ARE
WHAT WE'RE DOING WITH WHAT THEY
ARE NOW OKAY SO RIGHT NOW ADDED.
TO THE AUTO CLUB'S OFFER VEHICLE
REGISTRATION SERVICES YOU CAN GO
IN THERE AND GET YOUR RENEWAL
DONE IN SOME --
SOME TRANSFERS DONE --
WERE IN TALKS WITH THEM IN TERMS
OF WHAT ELSE --
OF WHAT OTHER SERVICES THEY CAN
PROVIDE.
AND WE THEY ARE OUR SETTING UP
AN OFFICE VISIT SO THEY CAN SEE --
WHAT OUR OFFICE IS SET UP LIKE
IN TERMS OF THE OTHER SERVICES
EVERY VIE FOR DRIVER'S LICENSE
SEEN A TRANSACTION SO THEY'RE
LOOKING AT?
WHAT THAT PROCESS IS AND DO THEY
HAVE THE BAND WITH TO TAKE THAT
ON -- WE'RE
LOOKING AND SEEING IF THERE'S
SOME VERY SIMPLE TRANSACTIONS
THAT THEY MIGHT BE ABLE TO
PROVIDE --
SO WE'RE IN DISCUSSIONS WITH
THEM I MET WITH THEM LAST WEEK
WE'RE GOING TO MEET AGAIN AND
AND AND THE WEEKENDS THEY GATHER
INFORMATION FROM US IN TERMS OF
WHAT THE STEPS ARE.
AND WHAT THE EQUIPMENT NEEDS MAY
BE IN TERMS OF THEM BE ABLE TO
TAKE ON ADDITIONAL SERVICES SO
IT'S BEEN A VERY GOOD --
DIALOGUE WITH AUTO CLIPS.
AND IS THAT OPEN TO JUST MEMBERS
IT WOULD BE A CLOSE TO THEY
COULD MAKE THAT'S ME TO THAT
DISCUSSION OKAY.
ALL RIGHT BUT IS THAT SOMETHING
THAT THEY'RE CONSIDERING --
I EAT I DON'T KNOW I HAVEN'T
ASKED THEM THAT QUESTION AND BUT
AGAIN THAT'S SOMETHING WHERE
THEY WOULD HAVE TO BE DETERMINED
WHETHER THEY CAN ALLOW THAT OR
NOT.
OKAY AND THEN --
BEFORE THIS AND THERE'S TWO
DIFFERENT THERE'S TWO DIFFERENT
THERE'S NORTHERN CALIFORNIA
SENDING OFFERING THEIR OF TWO
DIFFERENT ENTITIES THAT WE'VE
BEEN MEETING WITH BOTH OF THEM
AND THEY BOTH CAME --
TO HEADQUARTERS AND WE HAD A
GOOD MEETING.
GONE AND THEN --
IS THERE ANY DISCUSSION A REAL
ID IS THAT SOMETHING THEY COULD
HANDLE.
AND THEY THEY WOULD HAVE TO BE
TRAINED IN IDENTIFICAR REVIEWING
AND VERIFYING THE DOCUMENTS SO --
THAT'S A SKILL SET THAT WE ARE
TRAINED ON OUR EMPLOYEES ARE
TRAINED ON IN TERMS OF BEING
ABLE TO DETECT ANY FRAUDULENT
DOCUMENTS SO --
THAT'S SOMETHING THAT --
WE'RE DISCUSSING WHERE THEY
WOULD.
BE WANT TV AND WHETHER WE COULD
TRAIN THEM VERY SIMPLE TREND
LIKE A RENEWAL OR GETTING A
PRINT OUT OF OUR RECORDS.
THERE ARE A DUPLICATE TO ASK FOR
A DUPLICATE LICENSE THAT'S GREAT
THANK YOU AND DO WE KNOW HOW
MANY AUTO CLUB OFFICES ARE ARE.
A WHY THERE ARE --
THEY HAVE PRODUCT TO ME WHEN I
ASKED HIM THAT QUESTION SO
BETWEEN THE TWO OF THEM THEY
HAVE PROBABLY ABOUT A HUNDRED
AND SEVENTY OFFICES THROUGHOUT
THE STATE.
OKAY THAT'S GREAT WELL ANYTHING
THAT WE COULD DO TO PROVIDE --
MORE SERVICES TO OUR
CONSTITUENTS AND I KNOW.
AUTO CLUB IS IN THE BUSINESS --
AND THEY'VE GOT THEIR CUSTOMER
BASE --
ANYTHING THAT WE COULD DO TO
EXPAND EVEN BEYOND THAT IN TERMS
OF PROVIDING SERVICES I THINK
WOULD BE VERY HELPFUL. FOR THE
PUBLIC AND AND THEN I ALSO READ
SOME ANALYSIS ON THE MOTOR VOTER.
ISSUE THAT'S THAT SCARE IT
REALLY SCARED ME AND I AM
CONCERNED ABOUT.
MAYBE YOU COULD EXPAND ON WHAT'S
HAPPENING THERE --
THERE WERE SOME ERRORS FROM WHAT
I HAD READ ABOUT --
HOW PEOPLE ARE BEING REGISTERED
TO VOTE THE SACRED --
ACT THAT PEOPLE TAKE ON THE
REGISTER TO VOTE WE WANT TO MAKE
SURE THAT WE GET IT RIGHT.
AND SO MAYBE YOU COULD HELP ME.
FEEL COMFORTABLE THAT THIS.
THIS BEING RESOLVED IN.
YES WE TAKE TRANSPARENCY IN
TERMS OF WHAT'S HAPPENING SO WE
KNOW THIS BEING DONE RIGHT YET
WE WE TAKE THIS VERY SERIOUSLY
AND MISTER BRONSON SENIOR WAS
DISCOVERED --
AND SO WE WORK WITH THE
DEPARTMENT TECHNOLOGY IN TERMS
OF DOING A COMP COMPREHENSIVE
REVIEW OF OF WHAT HAPPENED AND
TO PREVENT THE OCCURRENCE OF
THIS YEAR.
SO ADDITIONAL SAFEGUARDS WERE
PUT IN PLACE AND THAT INCLUDES
OFFERING STAFF TRAINING OF
EMPLOYEES AND SO --
TO EXTEND ANY ISSUES ARE
IDENTIFIED WE WORK IN
COLLABORATION WITH THE
DEPARTMENT TECHNOLOGY TO
RESEARCHERS OFF AS QUICKLY AS
POSSIBLE WE ADDITIONAL SOFTWARE --
ENHANCEMENTS ARE MADE AND
ADDITIONAL TRAINING.
HAS BEEN DONE AND SO WE ARE --
VERY MINDFUL IN VERY --
UNDERSTAND THE IMPORTANCE OF AND
THEN YOU KNOW JIM GOT AT IN
TERMS OF WHAT.
WHAT CREATED OVER THE ISSUES
THAT CREATED THE CRISIS --
IRAN THIS FROM THE OUTSIDE
LOOKING IN YOU'VE GOT A LOT OF
IT GOT MOTOR VOTER.
IF GOD REAL ID --
THEN YOU'VE GOT KIND OF YOUR
NORMAL --
WORKLOAD.
AND SO -- MY
HOPE IS THAT WE'RE LEARNING
THROUGH THIS PROCESS.
AND THAT --
WE CAN TAKE IT TO THE POINT
WHERE SHE IS NOT.
KINDA AVERAGE SERVICE BUT
EXEMPLARY THAT.
WE COULD TAKE TO THE DMV. TO TO
A LEVEL WHERE PEOPLE LOOK UP TO
AND SAY MY GOSH [inaudible]
THEY'VE REALLY.
TURN THAT AGENCY INTO A TOP
LEVEL OF SERVICE --
EVEN WITH THESE ADDITIONAL
RESPONSIBILITIES THAT YOU'RE
TAKING ON AN SIDE IF YOU COULD
JUST COMMENT IN THE MICHAEL NO
KIND OF WHAT YOUR THOUGHTS ARE.
WE KNOW THAT WE'VE BEEN IN A
CRISIS.
YOU'RE TRYING TO ADDRESS THAT
ISSUE WHO.
ARE AND HOW DO WE TAKE IT FROM
THE CRISIS MODE. TO AN AGENCY
THAT WE CAN LIFT UP AND LOOK AT
AS AN EXAMPLE FOR HOW IT
PROVIDING GOOD SERVICES TO OUR
CONSTITUENTS.
SO WHEN THINGS THAT WE'RE
LOOKING AT IS IMPROVING OUR
CUSTOMER SERVICE AS YOU'RE
SAYING IN TERMS OF HOW WE LIVE
THE AGENCY UP IN TERMS OF IN
TERMS OF THE EYES OF THE
TAXPAYERS WHEN THEY COME TO
VISIT THE DMV.
WORK FOR A CUSTOMER ENGAGEMENT
VENDOR TO COME IN AND TAKE A
LOOK AT THE CUSTOMER EXPERIENCE
WITHIN THE ON WHO BETTER.
TO INSURE THAT THE CUSTOMER IS
ADDRESSED IMMEDIATELY UP IS
GETTING THE SERVICE AND THEN IN
TERMS OF INTERACTION WITH OUR
EMPLOYEES --
WHERE THERE IS ROOM FOR
IMPROVEMENT IN SO WORKING BEING
AN OUTSIDE VENDOR THAT HAS
EXPERIENCE IN IN CUSTOMER
ENGAGEMENT?
AND AND LOOK AT THIS AND AND
EVALUATE OPERATIONS AND INSURE
THAT WE THERE ARE THINGS THAT WE
CAN DO TO MAKE THAT A BETTER
CUSTOMER.
EXPERIENCE IN TERMS OF WE
UNDERSTAND AND WE DO WANT TO GET
THE AGENCY TO WHERE CUSTOMERS
CAN COME IN AND I VERY RARELY
GET SERVICE AND I HAVE TO WAIT.
IN ORDER MOUNTAIN TIME --
THE OTHER THINGS THAT WE'RE
DOING IS WE HAVE --
LEAN SIX SIGMA WHERE WE HAVE
EFFICIENCY TEAMS GOING OUT THERE
LOOKING ACT IN MEASURING THE
TIME IT TAKES TO PROCESS
TRANSACTIONS.
AND WE'RE ALSO LOOKING AT WHERE
WE CAN ACHIEVE EFFICIENCIES THAT
ARE WE DOING SOME STEPS ARE
REDUNDANT.
AND MAKING THE OFFICE MORE
EFFICIENT --
WE ALSO HAVE A THE STATE WE HAVE
A HUNDRED TRIPS ME TWO OFFICES
AND WE NEED TO BE CONSISTENT
ACROSS THE BOARD IN TERMS OF HOW
WE SERVICE OUR CUSTOMERS ARE
LOOKING AT THAT --
SO WE'RE LOOKING AT ADDITIONAL
TECHNOLOGY WHICH IS TEXT
MESSAGING IS IS NEW WHERE --
IF YOU GO TO A RESTAURANT NOW
TODAY --
WHILE YOU'RE WAITING TO GET
SERVED YOU'RE GOING TO GET A
TEXT MESSAGE WE'VE OFFERED THAT
AS A TECHNOLOGY --
WE'RE LOOKING AT WITH OUR OUR
VENDOR TO YOU IS THERE ANY WAY
THAT WE CAN ENHANCE THE ABILITY
FOR CUSTOMERS --
WHEN THEY WANT TO GET IN THE
QUEUE CAN THEY GET IN TO KILL A
LOT FASTER SO?
OUR VENDOR HAS --
IMPLEMENTED THERE CAN BE SYSTEM
A LOT OTHER STATES --
WORRY WE BOUGHT THEM IN JUST
THIS WEEK TO SAY WHAT ELSE ARE
YOU SEEING THAT YOU'RE DOING IN
OTHER STATES THAT WE CAN OFFER
TO OUR CUSTOMERS TOMATO BETTER
CUSTOMER EXPERIENCE --
REALLY CONTRIVED AND THERE'S AN
A AND R. CONSULTS TO PROVIDE US
WITH ADDITIONAL INFORMATION
SUGGESTIONS ON HOW WE CAN GET TO
YOUR SAMETIME AND THAT WE WANT
TO BEIN TERMS OF PROVIDING.
A VERY GOOD CUSTOMER SERVICE AND
MAKING A VERY GOOD EXPERIENCE
COMING TO THE DMV LINE F. --
THESE CONSULTANTS HAVE THEY DONE
THIS WORK IN THE PRIVATE SECTOR
ALSO.
YES WE DID SOME MARKET RESEARCH
AND EVALUATING --
THEY HAVE --
EXTENSIVE WORK OBSERVATION THAT
TO THE DMV --
AND MOST LIKELY THEY WOULD DO
SOME FOCUS GROUPS WITH THE FOLKS
THAT HAVE HAD EXPERIENCE CAN THE
DMV AND GET THEIR FEEDBACK AND
THOUGHTS IN TERMS OF THEIR
EXPERIENCE ANY IDEAS FOR
SUGGESTIONS AND SO.
IN INDEPENDENT CONSULTANT DOING
THAT COMING BACK AND DOING FOCUS
GROUPS YOU GONNA GET A LOT OF
GOOD INFORMATION YEAH.
I THINK OF MY LOOK AT THE
PRIVATE SECTOR AND FIGURE BY UPS
OR A FAT ACTS OR AN APPLE STORE.
WHERE THERE?
DISNEY GO TO DISNEY THAT IT'S A
POSITIVE EXPERIENCE AND I THINK
THERE'S A LOT TO BE LEARNED IN.
SOME HOPING THAT --
YOUR CONSULTANTS CAN HELP IN
THAT REGARD AND WANT TO THANK
THE CHAIRMAN FOR HAVING THIS
HEARING AGAIN AND IF.
I LIKE THE IDEA OF THE CAMPUS
ACCOUNTABILITY ASPECT WHERE
YOU'RE TALKING ABOUT MONTHLY.
MONTHLY UPDATES AT AT THE AT THE
VERY HELPFUL FOR EVERYBODY.
ON THIS COMMITTEE IF WE CAN GET
THOSE -- SIR
GAMES I WAS LOOKING AT THIS
REPORT --
MONTHLY STATUS UPDATE IT SHOWS --
EACH SHOWS LIKE THE THERE ARE
THE WAIT TIME THE QUEUE FOR NOT
APPOINTMENT VERSUS APPOINTMENTS
SEEING KIND OF LIKE.
LOOK AT IT AND JUDGE.
YOUR LOCAL.
D. M. V. OFFICE TO SEE HOW IT'S
FUNCTIONING [inaudible]
AND WHEN YOU LOOK AT YOU CAN SEE
THAT YOU NOTE VIEWS AT FORTY
FIVE MINUTE METRIC IN THE
FIFTEEN MINUTE METRIC RIGHT.
SO YOU'RE LOOKING --
TO ALL.
LIKE ON THE BACK --
WHERE THE FRONT I THINK IT IS
YEAH THE FRONT?
YOU LOOK AT THE CHART --
INDICATES.
ACTUALLY WHAT THE AVERAGE WAIT
TIME IS AND THEN YOU HAVE
ANOTHER CHART THAT SHOWS --
WHICH WHICH HOW MANY OFFICES ARE
OPERATING AN ACCEPTABLE LEVEL
HOW MANY OFFICES ARE NOT
ACCEPTABLE AND HOW MANY OFFICES
ARE IN A SEVERELY NOT ACCEPTABLE
LEVEL. TO KIND OF GET AN IDEA.
OF MONTH BY MONTH BY MONTH HOW.
WHETHER OR NOT THEY'RE MOVING IN
THE RIGHT DIRECTION.
AND THIS THE KIND OF THING WE
WANT TO SEE --
ALL THE WAY.
THROUGH --
THE END OF THE YEAR AND HAVE --
UPDATE IN --
JANUARY SO WE CAN KIND OF GET AN
IDEA OF THE PROGRESS BUT IT
LOOKS. TO ME LIKE THE THE
PROJECTS PROGRESS IS OKAY BUT WE
GOT A WAYS TO GO.
BUT I WOULD SAY A WAYS TO GO
THERE A LOT OF THE OFFICES THAT
ARE NOT OPERATING --
IN TERMS OF THE METRIC AT AN
ACCEPTABLE LEVEL WE HAVE WE HAVE
A WAYS TO GO WE ARE MAKING
PROGRESS BUT WE HAVE A WAYS TO
GO SO THE QUESTION.
WOULD BE ARE WE ABLE IN THE NEXT
THREE MONTHS.
TO MOVE THINGS TO A POINT.
WHERE -- BY
THE END OF THE YEAR --
WE'RE GOING TO WE'RE GOING TO
ACHIEVE--
THE STANDARD THAT WE DESIRE IN
TERMS OF WAIT TIMES FOR FOR OUR
CONSTITUENTS.
OF SO OKAY CENTER --
DODD AND SENATOR ALAN.
DIRECTOR HOW MANY REAL IDEAS
HAVE BEEN ISSUED OF IT WHAT IS
OUR PROJECTION AND HOW MANY
WE'RE GONNA HAVE TO HAVE SO I
WANT TO KNOW HOW MANY HAVE BEEN
ISSUED AND HOW MANY ARE LEFT TO
BE ISSUED [inaudible]
SO AS THROUGH OCTOBER SECOND WE
HAVE ISSUED --
ONE POINT FIVE MILLION REAL ID'S.
AND WHAT WHAT DO YOU WHAT WHAT'S
THE MARKET SO WHAT WHAT WHAT DO
YOU PROJECT IN --
FOR THE STATE OF CALIFORNIA.
THIRTY MILLION SO --
WE WE WE ARE PROJECTING AN
ADOPTION RATE AS AS 222360%
ADOPTION RATE ABOUT TWENTY TWO
TWENTY THREE MILLION.
CARDS AND ALSO WE ALSO KNOW A
LOT OF PEOPLE HAVE PASSPORTS.
TO WRITE.
SO THIS KIND OF TELLS US THAT
THE THE THE EXPECTATIONS OF
HAVING THESE KIND OF MONTHLY
REPORTS ARE GONNA BE VERY VERY
IMPORTANT IN THIS IS NOT JUST
FOR TILL THE END OF THE YEAR
THIS IS --
FOR THE FORESEEABLE FUTURE --
I'M KINDA INTERESTED WHAT YOU
WERE TALKING ABOUT BEFORE
CUSTOMER SERVICE ENGAGEMENT I
I'M WHEN I WAS IN BUSINESS I WAS
IN THE KEY METRICS THAT I COULD
COMPARE I WAS PART OF A
FRANCHISE ORGANIZATION AT EIGHT
HUNDRED AND FIFTY DEALERSHIPS
AND WE TRIED TO MEASURE
OURSELVES AGAINST THEM SO.
I I THINK THIS IS REALLY KIND OF
SIMILAR.
BUT I GUESS I I GUESS WHAT I'M
INTERESTED IN IS.
DO YOU REPORT HE'S IN EACH IN
EVERY PLACE KNOW WHERE THEY
STAND AGAINST EVERY OTHER.
DMV.
ARE YOU GETTING DOWN TO THE
EMPLOYEE LEVEL IN YOUR ENGAGING
YOUR EMPLOYEES ON WHAT CUSTOMER
SERVICE IS ALL ABOUT WITH THE
KEY METRICS ARE.
AND HOW WE GO FOR KIDS.
AS SENATOR ALAN JUST POINT OUT
TO BE SOME OF THESE SOME OF
THESE THE DISPARITY IN THESE
OFFICES IS IS QUITE INCREDIBLE.
AND I WALK I OFTEN FOUND THAT
WITH MY EMPLOYEES.
A GAUGING THEM AND HAVING THEM
UNDERSTAND THAT LOOK IF.
WE ALREADY.
WE MAY NEVER BE AT THE TOP AT
THE DO YOU HAVE REGULAR MEETINGS
INDIA PERFORMANCE REVIEWS IN
TERMS OF PEOPLE ARE YOU.
ENGAGING THEM AT THE INDIVIDUAL
LEVEL YES SO AS I HAD MENTIONED
BEFORE WE HAVE EIGHT REGIONS --
AND EIGHT REGIONAL
ADMINISTRATORS AND THEY HAVE
LOST MANAGERS MEETINGS AND SO WE
DEFINITELY I DEFINITELY GO OUT
AND I MEET WITH THESE REGIONAL
MINISTERS AND MEET WITH THE
OFFICE MANAGERS.
AND WE DO SHARE THIS INFORMATION
WE ARE TRACKING WE WILL CONTINUE
TRACK THIS INFORMATION NOT JUST
TO THE END OF THE YEAR BUT WE
WILL CONTINUE IN AND HAVE THIS
INFORMATION TERMS OF HOW THE
OFFICES ARE DOING.
WE ARE SHARING THIS INFORMATION
WITH OFFICES IN IN TERMS OF
MAKING SURE THAT THEY ARE
UNDERSTAND THE METRICS THAT WE
EXPECT AND WANT TO ACHIEVE.
AND THEY THEY ARE SEEING THAT --
WITH THE EASE INTEGRATION WERE
SEEN A LOT OF FITS IN SEASON ARE
PROCESSING --
WE WILL SEE A DEFINITE REDUCTION
IN THESE DIFFERENT OFFICES AND
THEN GETTING THE ADDITIONAL
STAFF OUT THERE --
THE TWO ENGINE THREE THAT WE
JUST HIRED ARE STILL IN TRAINING
AND COMING BACK AND BEING --
BEING FULLY PRODUCTIVE AT THE
WINDOW SO AS WE GET MORE STAFF
THERE PROFESSIONALLY TRAINED AND
THEY PROCESS AND WE GET SOME --
A STAFF THAT --
WORKING WITH THESE INTEGRATION
TIONS.
I WILL MAKE SURE YOU GET A COPY
OF THIS REPORT IF YOU DON'T HAVE
ONE RIGHT.
MOVIE -- I I
THOUGHT SO HIM TO HEAR YOU RIGHT
YOU ARE DOWN TO THE EMPLOYEE
LEVEL THE MANAGERS ARE WORKING
WITH THE POLICE THEY UNDERSTAND
WHAT THE MAY MAYBE SOME FROM.
WHAT THE EXPECTATIONS ARE OF YOU
HOW MANY CUSTOMERS YOU CAN GET
THROUGH PER HOUR DOWN THIS TYPE
YES DEFINITELY WORK CONTINUE TO
SHARE THAT INFORMATION THE THE
OTHER THING THAT'S REALLY
AMAZING TO ME IS --
IN.
THROUGH NO FAULT OF YOURS
BECAUSE I KNOW HOW LONG YOU BEEN
WITH THE DEPARTMENT.
OF IN. TWENTY YEARS TWENTY YEARS
HOW LONG HAVE YOU BEEN IN YOUR
POSITION.
AND SINCE TWENTY FOURTEEN
THIRTEEN OF FIVE YEARS. TO
ANSWER THIS QUESTION WE ARE THE
HOME OF THE INNOVATION IN THE
STATE OF CALIFORNIA WHERE THE
HOME TO SILICON VALLEY. TO ALL
THINGS --
INNOVATION WHY IS IT THAT WE DO
NOT HAVE A BETTER SYSTEM.
TECHNOLOGY WISE SO THAT WE CAN
PROCESS.
QUICKER FASTER EASIER MORE
EFFICIENTLY --
IN THE STATE.
WE DID MOVE FORWARD TO MODERNIZE
THE VEHICLE REGISTRATION SYSTEM
AND SO -- WE
PUT FORTH FUNDING REQUESTS AND
IT IS IN IN ANTIQUATED SYSTEM IT
IS COSTLY AND IN TERMS OF
FINDING THE RIGHT.
THE RIGHT APPROACH TO
MODERNIZING THE SYSTEM BECAUSE
THE SYSTEMS --
ARE COMPLICATED --
WE HAVE A LOT THAT WE HAVE TO
MAKE SURE THAT--
TO WE CAN MOVE FORWARD IN MARIN
NICE AND SO DEFINITELY WE DO
HAVE SILICON VALLEY AS OUR AS
OUR BACKYARD --
BUT WE ALSO HAVE --
VEHICLE REGISTRATION DEEM THE
SYSTEMS ARE VERY COMPLICATED SO
A LOT OF THE DIFFERENT DVDS IN
OTHER STATES ALSO --
ARE DOING THE SAME THING --
HAVING TO GO THROUGH THE PROCESS
OF MODERNIZING THEIR SYSTEMS AND
SO IT'S BECAUSE YOU HAVE TO
UNDERSTAND --
LICENSING COMING IN IN IN S.
LISTING A VENDOR TO JUST COME IN
A MINUTE I GET THAT WE HAD THE
BREEZE SYSTEM WHICH WAS A
DISASTER I DON'T WANT THAT.
I WANT YOU TO BE SUCCESSFUL
THERE BUT I GUESS.
MORE ANYTHING ELSE I'M WONDERING
IS THERE ANY BUT IS THERE ANY
OTHER STATE IN THE UNION THAT'S
DOING AN EXEMPLARY JOB.
IN TERMS OF WHAT THEY'VE DONE
WITH TECHNOLOGY --
IN THIS AREA OR ANY L. L. WHERE
ELSE IN THE WORLD I I MEAN IT IS
I DON'T KNOW I'M IT'S IT'S KIND
OF FRUSTRATING.
BUT I I I I HOPE YOU'RE USING --
OTHERS IS AN EXAMPLE I DON'T
KNOW FOR THAT.
I WOULD DOUBT WERE THE MODEL.
AS FAR AS TECHNOLOGY IS
CONCERNED.
KNOW WHAT WE'RE NOT TALKING
ABOUT LIKE APPOINTMENTS AND
GETTING.
NO I'M JUST TALKING ABOUT THE
THE COMPUTER SOFTWARE TO GET
PEOPLE THROUGH FASTER SO THAT
THERE'S NOT THE LATEST --
ANYWAY THANK YOU MISTER GILES --
CONTRACTOR THANK YOU FOR BEING
HERE YOU GUYS IN KAISER.
YOU KNOW GOT IN THE I THINK IN
TERMS OF HEALTHCARE.
THE KAISER SYSTEM IS PRETTY GOOD
TERMS OF THE SHARE AND AND
THANKS TO MY COLLEAGUES FOR THE
GOOD QUESTIONS --
WANTED ZERO IN ON A COUPLE
THINGS YOU'VE BEEN TALKING ABOUT
FIRST OF ALL.
I'M I'M.
WANT TO GET SOME CLARITY AS TO
YOUR GOALS.
YOU MENTIONED FIFTEEN ANDFORTY
FIVE TO FIFTEEN FOR THOSE FOLKS
WHO HAVE AN APPOINTMENT FORTY
FIVE MINUTES. FOR THOSE WHO
DON'T HAVE AN APPOINTMENT BUT
I'M NOTICING --
IT WHAT TO TELL ME ABOUT THE PRE
Q. WAIT TIME IN THE QUEUE WAIT
TIME.
THE DIFFERENCE BETWEEN HE TWO
AND EXACTLY WHERE THE GOALS FIT
AND THUS MORE AFTER THAT OKAY --
SO THE PRE THE PRE Q. WAIT TIME
IS A LOT OF THE TIME THAT A
CUSTOMER WAITS OUTSIDE.
BEFORE THEY GET TO THE START
HERE WINDOW N. B. BEING ISSUED A
QUEUE NUMBER THAT'S WHAT THE
PROSECUTOR.
WAIT TIME IS GEORGIA AND THEN
THE QUEUE TIME IS WHEN THEY GET
ISSUED A Q. TICKET AND UNTIL
THEY GET TO THE TECHNICIAN
WINDOW GET SERVED IN.
A START PROCESSING THE
TRANSACTION NO WHY WOULD A
SOMEONE WITH AN APPOINTMENT
PERSONALLY DOESN'T HAVE A PRE Q.
WAY CORRECT OKAY --
OKAY NO.
SO IN YOUR YOUR YOUR THOUGHT IS
THAT.
BY.
THE YOUR GOALS ARE THAT THERE
ANYBODY --
SHOULD BE FIFTEEN MINUTES ARE
MINIMUM TO GET OR LESS TO GET
THEIR THEIR THEIR APPOINTMENT
NUMBER.
AND THEN FORTY FIVE MINUTES OR
LESS. TO GET SERVE ONCE THEY GET
THE TICKET IS THAT CORRECT.
SO AS SOON.
RIGHT NOW SO OUR GOAL IS NO FOR
A FEE AND THE Q. YOU'RE TALKING
ABOUT THE INCIDENT THE PRE Q..
US SO OUR GOAL IS. TO GOAL OF
FOR NOT APPOINTMENTS RIGHT NOW
WE HAVE IS --
FIFTEEN TO GET TO FIFTEEN
MINUTES BUT WE'RE SEEING THAT
WITH HAVING.
OUR OUR TRIAGE ARE A PERSON WITH
TABLETS AND WERE ROLLING OUT
TABLETS TO OUR GREAT TUNE
OFFICES BY.
AND AUGUST OCTOBER SIXTEENTH
WILL HAVE A HUNDRED FIFTY TWO
OFFICES THE TABLETS WERE.
OUR EMPLOYEES MAY BE ABLE TO
TRIAGE THAT CUSTOMER AND BE ABLE
TO ISSUE THEM A Q. TICKET.
SO I THOUGHT PROCESSES THAT WE
WHILE THE CUSTOMER OUT BEFORE
THEY EVEN GET TO THE START HERE
WINDOW WE'RE GONNA BE ABLE TO
ELIMINATE THE PRE Q. WAIT TIME.
AND THEN JUST FOCUS ON THE THE
WAIT TIME THE QUEUE WAIT TIME OF
THE CUSTOMER BEING SERVED
ACTUALLY BY THE TECHNICIAN AT
THE WINDOW.
OKAY AND WHAT WHEN IS THAT GOING
TO BE AN ACTUALITY --
WE ARE WORKING ON THAT IN THE
MONTH OF OCTOBER AND NOVEMBER SO
OUR OFFICES WILL HUNDRED FIFTIES
YOU'LL HAVE THE THE TABLETS
DISTRIBUTED OUT --
TO THOSE OFFICES AND OUR FOCUS
IS ON THE PERSON THAT IS TRIAGE
GENE WILL BE ABLE TO ISSUE A Q.
TICKET TO THE CUSTOMER --
IMMEDIATELY AFTER THEY TALK TO
THEM AND FIND OUT WHAT IT TO THE
TWO TWO HUNDRED TWO AND SIX YOU
AGENT FIFTY HUNDRED FIFTY TWO
OFFICES WILL GET THE TABLET IS
AN ADDITIONAL.
TEN ON OUR DOCTOR HAS SIXTY TWO
OFFICES WE HAVE HAD IN SEVENTY
TWO OFFICERS TWO ND THEY'RE THE
HEAD IN FIFTY TWO OFFICER
GETTING THE TABLETS ARE GREAT
TOO AND ABOUT THEIR GRADE ONE
OFFICES ARE REALLY A VERY.
SMALL OFFICE IS THE ROLE THAT
THEY DON'T HAVE A BIG KEY TIME
YOU DON'T HAVE IT AGAIN OKAY.
SO SO JUST FOR ME TO UNDERSTAND
WHAT WHEN DO YOU ANTICIPATE THIS
TABLET SYSTEM BEING FULLY ROLLED
OUT IN THE END --
FIFTY TWO OFFICES THAT ARE BY
OCTOBER SEVENTEENTH THAT ALL THE
TABLETS WILL BE ROLLED OUT TO
HUNDRED FIFTY TWO OFFICES OKAY
AND THEN IT'LL TAKE A FEW DAYS
FOR THE SYSTEM TO BE FULLY
IMPLEMENTED OR OR AFTER THAT OR
OR WE'RE TALKIN MONTHS.
NO SO THAT SO I EMPLOYEES WILL
BE GET FROM OUR AND GET TRAINED
ON USING THE TABLETS AND WORRIED
THE TABLETS HAVE ACTUALLY OUR
QUEUE SYSTEM ON THERE WERE YOU
CAN ISSUE THE TICKET SO.
THEY JUST NEED TO BE MORE
FAMILIAR HOW TO USE THE TABLET
SO WE SHOULD SEE --
EFFICIENCIES WITHIN THE NEXT
COUPLE WEEKS IN TERMS OF THE
CUSTOMERS BEING ISSUED A Q.
TICKET.
IMMEDIATELY AND REALLY REDUCE
THE TIME A CLUSTER --
WAITS TO BE ABLE TO TICKET THAT
THEY THEY ARE GIVEN --
THERE'S EVEN A NUMBER GIVEN OUR
OKAY SO YOU'RE GONNA HAVE FOLKS
WORK IN THE LINES.
AND GIVEN THE NUMBER SO THEY CAN
THEN GET OUT OKAY ALL RIGHT --
AND THEN WITH REGARDS TO THE
FIFTEEN MINUTE AND FORTY FIVE
MINUTES.
GOALS -- FOR
FOR FOR THE FOR THE QUEUE THE TO
THE WHOLE POST PRE Q. --
WHEN YOU YEAH YOU YOU'RE SAYING
YOU YOU WERE PURELY SAYING
YOU'RE GONNA GET THAT DONE BY
THE END OF THE MONTH THIS MONTH
OCTOBER?
THAT'S WHAT THAT'S OUR THAT'S
OUR GOAL WE'RE WE'RE HOPEFUL
THAT WITH EASE INTEGRATION
DEFICIENCIES THAT WILL BE ABLE.
TO HIT ME BACKED THE STATEWIDE
YOUTH YOU.
BY HALLOWE'EN WE'RE GONNA BE.
BEST NOT EXACTLY AT THE SCHOOL
VERY VERY CLOSE TO THE SCHOOL.
WE ARE. FOR STATEWIDE AVERAGE WE
HOPE TO BE VERY CLOSE TO THAT
GOAL. FOR STATEWIDE AVERAGE.
OKAY IS YOU'RE STILL GOING TO
SEE SOME ENORMOUS DISPARITIES
FROM OFFICE TO OFFICE WE WE
STILL HAVE OFFICES THAT.
WE NEED TO FOCUS ON TO CONTINUE
TO IMPROVE TO REDUCE THOSE WAIT
TIMES AND WE FOCUS ON THOSE
OFFICES OKAY.
SO IT SOUNDED LIKE ONE OF THE
BIG CHALLENGES INVOLVING STE IS
INVOLVED STAFFING WE NOW HAVE A
STAFFING INCREASE.
I KNOW THAT --
THE DIGITAL RESOURCES WERE MADE
AVAILABLE FOR THE DEPARTMENT
HIRING ADDITIONAL TWENTY THIRTY
EMPLOYEES.
HAVE THOSE POSITIONS NOW BEEN
SHOWN AND OTHER PLANS TO MAKE
ADDITIONAL HIRES.
SO WE ARE WE ARE CONTAINED A
HIGHER WE STILL HAVE A REGULAR
VACANCIES OUR EMPLOYEES OUR
POSITION WORRY AUTHORIZED.
WITH THOSE WE ARE CONTINUING TO
FILL BEHIND IN THOSE POSITIONS
SO WE ARE CONTINUOUSLY HIRING.
EMPLOYEES.
pOKAY SO I'M.
IT IS ONLY WHEN YOU'RE ENTERING
A CENTER ABOUT QUESTIONS DO YOU
HAVE A C. T. T.'S DOUBT ABOUT
SIX OR SEVEN DIFFERENT CAUSES
FOR THE THE DELAYS.
YEAH BUT BUT IT DID SEEM LKE
YOU KNOW YOUR FIRST ANSWER ROUTE
THE BAT I THINK YOU'RE MOST
EMPHATIC ANSWERS HOW DO STAFFING.
DO YOU BELIEVE THAT IF WE HAD.
ENOUGH.
THESE ADDITIONAL TURN THIRTY
EMPLOYEES IN PLACE.
AT THE TIME OBSERVED BY OUR BY
MAY OF THIS YEAR THIS PROBLEM
HAPPENED.
EFFECTIVELY --
WERE THERE WITH HIM IT WOULD'VE
BEEN A MUCH LESS MUCH LESS OF A
PROBLEM IT WOULD HAVE BEEN MUCH
LESS OF A PROBLEM WE WOULD HAVE
MORE INPUT TRAIN EMPLOYEES
WORKING AT THE WINDOW SERVING
THE CUSTOMERS.
AND WE HAD THE THERE WAS THE
PHYSICAL INFRASTRUCTURE WAS IN
IT WAS IN IS IN PLACE. TO HANDLE
ALL THESE NEW EMPLOYEES.
YES WE HAVE A TECHNICIAN WINDOWS
FOR ALL THE EMPLOYEES TO BE ABLE
TO PLACE AND PROVIDE SERVICE
OKAY.
I I II DISSENT ABOUT WAS ASKING
ALL OF IT ABOUT THE WHICH THE
PEOPLE FEEL UNCOMFORTABLE OR
UPSETTERS.
I THINK THE WORD HE USES SUFFER.
WHEN THEY SEE OUR CUSTOMERS
WAITING IN LONG LINE OUT IN THE
SUN?
IT CETERA.
IS DOES THIS HELP TWO X. AMERICA
OR YOU.
IS THIS KIND OF TOUCHING THAT
YOU AGREE WITH HIS ASSESSMENT.
THIS HELPS TO EXPLAIN THIS 30%.
ABSENTEEISM RATE THAT IS IT IS
MENTIONED IN THE IN THE ANALYSIS
YEAH IT YOU SO --
YES I AGREE THAT --
WE'RE WORKING --
WE HAVE A A HEALTH COORDINATOR --
WE ARE WORKING ON THE A A
WELLNESS PROGRAM WE HAVE WENT
INTO THAT WE ALREADY HAVE IN
PLACE IN OUR DEPARTMENT WE'RE
GOING.
TO IMPLEMENT THE CALL THE CALL
THE HEALTHIER YOU PROGRAM THAT
IS OFFERED TO KELLY CHALK UP
FORTY FIVE DEPARTMENTS ALREADY
PARTICIPATE IN THAT.
AND THIS IS WHERE WE CAN ROLL
THAT OUT AND OFFER IT TO OUR
EMPLOYEE STATEWIDE.
AND THROUGH THIS PROGRAM.
AND AS THEY ARE AND WHEN YOU
ENROLL IF SIMPLY DECIDE SOON
ROLE THEY OFFER HEALTHY.
RECIPES THEY OFFER EXERCISE
VIDEOS IF YOU HAVE ANY IDEA
WHERE IT LATELY TO MEDIA HOW
THAT.
THAT ABSENTEEISM RATE COMPARES
OTHER STATE AGENCIES.
AND NOW I DON'T.
I AM I DON'T HAVE THAT
INFORMATION.
YEAH I MEAN.
I'M I'M SURE THE STUFF YOU'RE
MENTIONING RECIPES YOU KNOW WELL
THIS IS ALL.
GOOD FOR FOLKS TO IMPROVE THEIR
MENTAL HEALTH AND FEEL BETTER
ABOUT WHAT'S GOING ON BUT THAT
JUST SEEMS EXTRAORDINARILY HIGH
I MEAN YOU'RE BASICALLY TALKING
ABOUT A THIRD OF THE STATE'S DMV
EMPLOYEES ABSENT ON ANY.
GIVEN DAY I MEAN IF MY STAFF
WITHOUT A THIRD OF MY STAFF TOOK
OFF.
EVERY DAY I WELL YOU KNOW IT
WOULD REALLY DIMINISH MY ABILITY
TO DO ANY WORK --
ARE ARE YOU KNOW SO I CAN ONLY
IMAGINE THAT THIS IS PART OF THE
PROBLEM.
TO YOUR REAL TOUGH BOSS WELL I
YOU KNOW YEAH WE DON'T HAVE.
MAY MAYBE THEY SEE THE LINES OF
EMAILS AND THEY SUFFER.
AS A RESULT BUT BUT DEFINITELY
THAT -- YOU
KNOW IT'S BEEN CHALLENGING FOR
OUR CUSTOMERS AND IT DEFINITELY
CHALLENGING FIRM POLICE AND THE
FACT THAT WE DID HERE IS WE DID --
SEND OUT A EMPLOYEES FROM
HEADQUARTERS AND WE HAD LOAN
EMPLACEMENT THE DEPARTMENTS AND
THE FEEDBACK THAT THAT --
I DID GET BACK FROM A REGIONAL
MANAGERS AND THAT --
THEY APPRECIATED THE DIVISIONAL
STAFF AND ADDITIONAL HIRING
AUTHORITY THAT WE WE WE RECEIVED --
THEY DID APPRECIATE AND SEE THAT --
WITH ADDITIONAL STAFFING THAT --
THERE THE EASE OF WHICH IS GREAT
I GUESS I I JUST.
I SO WE NEVER SEE THIS ON STAFF
BUT YOU KNOW I AM AND WELLNESS
STUFF IS IMPORTANT --
BIT BY THAT YOU SIMPLY SAYS HE'S
HE'S HAVING A LITTLE BIT MORE
HAPPENING HERE THEN.
FOLKS.
DO YOU KNOW IF THIS IS YOUR CAR
A BROADER CULTURAL CHALLENGE AT
THE DEPARTMENT IN TERMS OF FREE
PEOPLE FEELING AS THOUGH IT'S
NECESSARY.
AN IMPORTANT FOR THEM TO SHOW UP
TO WORK EVERY MORNING.
I CAN IMAGINE OF OUR SCHOOLS
OFFER TEACHERS IF THIRD OF OUR
TEACHERS DECIDE NOT TO SHOW UP
EVERY DAY IS IT WITH THE WHOLE
SYSTEM BREAK DOWN.
YEAH AND AND THEY AND THEY SAID
THEY HAVE ENORMOUS CHALLENGES.
DID TEACHING IN IN DIFFICULT
CONDITIONS WITH --
CHALLENGING KIDS AND AND
CHALLENGING SITUATIONS AND AND
HAVING TO BE ON THE BALL ALL THE
TIME.
IT IS IT IS SO WE UNDERSTOOD WE
UNDERSTAND THAT AND YOU KNOW THE
LOAN.
OF WORKING AT THE DEPARTMENT OF
VEHICLES HAVE TO KNOW A LOT
ABOUT INFORMATION AFTER AND YOU
HAVE TO KNOW THE VEHICLE CODE.
ALL THE THE STATUTORY
REQUIREMENTS AND WE DO HAVE SOME
CHALLENGES IN FILLING OUR
POSITIONS IN HIGH COST AREAS
SUCH IS THE THAT THE BAY AREA
AND SO.
IN TERMS OF WE ARE HAVING SOME
RESERVE RECRUITMENT AND THAT --
TO THE PAY PAY SCALE THE PAY
WAGE WE YOU KNOW YOU'VE GOT SOME
FAST FOOD CHAINS ARE A PAIN ON
THE MINIMUM WAGE IS CURRENTLY
YOU TOO MUCH.
SO I GET THAT I GET THE
RECRUITING CHARGE YOU WHAT I'M
TALKING TO FOLKS WHO ARE ALREADY
HIRED AN EMPLOYED BY THE
DEPARTMENT WHO JUST.
AREN'T SHOWING UP TO WORK.
AT NORMAN'S NUMBERS AND SO WE
NEED TO DO BETTER IN TERMS OF
THE WELLNESS AND THE MORALE OF
THE EMPLOYEES --
IN TERMS OF WHAT WE CAN DO TO
MAKE IT BETTER NOT JUST A BETTER
CUSTOMER EXPERIENCE BETTER
EMPLOYEE EXPERIENCE AND I I HEAR
YOU SAYING IN TERMS OF THE HIGH
END ABSENTEEISM RATE --
WE NEED.
TO HEAR MORE FOR THE EMPLOYEES
WHAT WE CAN DO BETTER FOR THEM
IN TERMS OF WHERE.
THEY WILL COME TO WORK IN THE
LIGHT COMING TO WORK AND THEY
WILL -- CAN
COME TO WORK AND SUPPORT OUR
MISSION --
GOALS WITH HERE THAT WILL KIND
OF OTHER CONSEQUENCES ASSOCIATED
WITH.
NOT SHOWING UP TO WORK WHAT HAS
AT WORK --
EITHER THEY HAVE A PLAN LEAVE
AFTER THEY THEY HAVE A VACATION
THEY HAVE SICK LEAVE AND SO --
IF YOU HAVE --
A SICKLY BALANCE A ARE CHARGED
WITH EITHER SICKLY VERIFICATION
TIME --
THEREARE TIMES WHEN --
WE HAVE IN PLACE THAT HAVE FMLA --
THEY HAVE FAMILY LEAVE THAT TO
PROVE FAMILY LEAVE SO THERE'S A
VARIETY OF REASONS THAT
EMPLOYEES HAVE APPROVED LEAVE --
THERE ARE TIMES WHEN WE CANNOT
PREDICT WHEN AN EMPLOYEE YOU
KNOW IS NOT FEELING WELL THAT
DAY AND DOES NOT COME TO WORK.
ABOUT WHAT YOU HAVE MY
COMMITMENT THAT WE ARE GOING TO
WORK HARDER IN TERMS OF MAKING
WHERE EMPLOYEES --
WILL WILL COME TO WORK AND FOR
WHATEVER RESON IF THEY DECIDE
NOT TO COME TO THAT WORK WHAT DO
WE NEED TO DO TO MAKE IT A
BETTER WORK EXPERIENCE FOR
EMPLOYEES.
THINK THE THE A JUST MAKE CAN I
MAKE A COMMENT YEAH I THINK IF
YOU LOOK AT IT OKAY LOOK AT THE
WORK PLAN.
AND GO TO PAGE SEVEN THAT'S THE
THE WAY THIS WHAT I NOTICED WHEN
I READ THE WORK PLAN OKAY JUST
MAKE.
PERCENTER ALAN YEAH THE WORDS IN
THAT ONE IT WAS ONE OF REASONS I
READ -- I
ASK QUESTIONS ABOUT THE SUBJECT.
AND YOU ARE A YOU'RE OBVIOUSLY.
IT PERPLEXED BY IT AS WELL AS I
AM -- THERE
DOESN'T SEEM TO BE ANY --
LIKE GOAL.
OVER THE NEXT FEW MONTHS ABOUT
HOW METRICS ABOUT HOW TO MAKE IT
BETTER THAN 30% OF A WHAT'S.
ARE WE GONNA REVERIE GONNA HAVE
A GOAL REDUCING ABSENTEEISM AND
AND SICK LEAVE --
BECAUSE IT IS MAYBE --
A SIGN OF MOLLY'S IN THE
ORGANIZATION THAT WE HAVE.
TO ESTABLISH SOME KIND OF
METRICS.
TO SEE SOME IMPROVEMENT AND
MAYBE PERHAPS WE CAN HAVE THE H.
R..
KELLY CHORE --
EXAMINE THIS AND COME UP WITH
SOME --
SUGGESTIONS.
FOR BY REDUCING --
ABSENTEEISM.
ANY LOOKERS IS PLANNED FOR TWO
THOUSAND AND NINETEEN IS IS IT
WILL BE TERM BUT PLANS DEVELOP.
OCTOBER THROUGH DECEMBER WELL I
THINK WE HAVE TO MOVE A LITTLE
QUICKER THAN THAT YEAH YOU KNOW
I DON'T.
I DON'T I I I WAS SICK I WOULD
SUGGEST THAT THE DEPARTMENT --
DEVELOP QUICKLY A GOAL OF
REDUCING THE THE THE STAFF THAT
ARE ON LEAVE FOR VACATION OR
SICK LEAVE --
AND FIND OUT THE TO GO TO THE
NORMS FOR THE STATE AGENCIES IN
CALIFORNIA MAYBE.
MAKE IT DOWN TO WHERE THE NORMS
OR OR MAYBE WERE WAS IN THE PAST
PROBABLY.
I DON'T NEED YOU KNOW THAT I
WOULD YOU DO YOU HAVE ANY ANY
INFORMATION AS TO THE BREAKDOWN
BETWEEN PLANNED AND UNPLANNED
AND THE TYPES OF EMPLOYEES THAT
ARE.
SHOWING UP OR NOT SHOWING UP AS
ANY DATA AS TO YES WE WE DO I'LL
HAVE TO GET GET THAT TO YOU SO I
WANT TO GO BACK TO HR AND GET
THAT INFORMATION.
OKAY I'D BE VERY INTERESTED IN --
I I CERTAINLY I'M GLAD THE
CHARACTERS GOING AND THAT THIS
WOULD BE SOMETHING THAT IS AS
THIS.
YOU KNOW AUDIT THAT WE WILL HELP --
TO TO PROVOKE THAT THAT THE
GOVERNOR'S PUTTING IN PLACE OF
THE PART OF FINANCE MIGHT LOOK
INTO THIS QUESTION BECAUSE AS I
SAY I AM.
IMAGINED BY I'M I'M SURE THAT
YOU COULD YOU GIVE ME AN
IMAGINED IN A MY COLLEAGUES ON
THE COMMITTEE WHAT WOULD BE LIKE
FOR SCHOOL.
TO JUST REGULAR HAVE THE THIRD
THEIR TEACHERS NOT SHOW UP.
PLANNED OR UNPLANNED I MEAN IT
IT WOULD IT WOULD MAKE IT WOULD
JUST CREATE CHAOS I CAN ONLY
IMAGINE THAT THIS IS ADDING TO
THE CHALLENGES.
WHEN YOU'RE SITTING THERE
SCRAMBLING OPENING THE OFFICE
AND YOU GOT A LONG LINE OF
PEOPLE AND THEN?
A COUPLE THE KEY EMPLOYEES
AREN'T THERE --
SO I WOULD I WOULD BUT I THINK
IT'S IMPORTANT FOR US TO GET.
INFORMATION ABOUT THAT I LIKE TO
FALL BELOW BUT ALSO ON SOME OF
THE THINGS THAT SENATOR DODD WAS
ASKING ABOUT WITH REGARDS TO
COMPARABLE STATES --
YOU KNOW ONE OF THE THE YOU KNOW
AS IT IS I WANT AND I WOULD LIKE
TO GET AN UNDERSTANDING OF OF
THE THE ROLL OUT ONE OF THE
ARGUMENTS IS WHO MADE THE PRESS.
IS THAT REAL ID WAS IN A BLADE
OUT AS AN IDEA A LONG LONG TIME
AGO HOW COME NOBODY'S.
HOW COME THE DMV HASN'T --
HIM DONE ENOUGH QUICKLY --
THE FEDERAL MANDATE.
I'M SINCE TWO THOUSAND AND FIVE
NOW IT'S MY UNDERSTANDING THAT.
THE THE RAGS DIDN'T COME DOWN.
TO THE FEDS PASSED THIS IN TWO
THOUSAND FIVE AT THE RAGS THE
IMPLEMENTING RAGS DIDN'T COME
DOWN UNTIL.
TWENTY THIRTEEN AND THEN --
WE THEN SUBMITTED AN
IMPLEMENTATION PLAN ACTUALLY
BEFORE MOST STATES AND THAT
HASN'T EVEN BEEN FULLY APPROVED
YET BY THE FEDS --
EVEN THOUGH WE DID IT RELATIVELY
QUICKLY AFTER [inaudible]
THIRTEEN REGULATION.
SO THE OF BEFORE WE CAN AT A
DETERMINE HOW TO IMPLEMENT REAL
ID THE FEDERAL DEPARTMENT HOMES
YOU HAD TO COME UP WITH THE
REGULATIONS IN TERMS HOW THEY
WOULD REQUIRE THE STATES TO
IMPLEMENT IT.
UNTIL THAT CAME OUT --
WE DIDN'T WE HAD TO HAVE MORE
INFORMATION TERMS OF ANY CHANGES
THAT WE'D HAVE TO TO MAKE TO BE
ABLE TO IMPLEMENT REAL ID AND SO
SOME OR LEGISLATIVELY THAT WE
HAD TO DO WHAT WE HAVE --
TO CHANGE REQUIRED FOR SENIOR ID
CARD FROM. TEN YEARSTO EIGHT
YEARS BECAUSE YOU CAN YOU HAVE --
TO OCCUR A PERSON CANNOT HOLD A
CREDENTIAL FOR LONGER THAN EIGHT
YEARS WE HAVE TO MAKE SOME OF
THOSE CHANGES --
WE HAD REQUIRED THAT YOU
PHYSICALLY HAD TO BRING IN YOUR
PERSONAL SECURITY CARD --
WE DO ELECTRONIC VERIFICATION
WITH THE IT'S A GREAT WOULD NOT
ACCEPT THAT A LOT OF THE STATES --
* AND SECURITY TO CHANGE THAT
REQUIREMENT BECAUSE WE ALREADY
DO THAT LEAD TIME THEIR VACATION
AND THEY WOULD NOT BECAUSE THEY
SAID THAT REQUIRE.
A FEDERAL CHANGING THE LAWN THEY
WOULD NOT MAKE THAT CHANGE SO A%
LOT OF CALIFORNIA LOT OF STATES
ASKED THE WHOLE IS SCARY TO MAKE
SOME CHANGES TO THE REQUIREMENTS
BECAUSE IS VERY MAKING VERY
ONEROUS FOR ALL THE STATES TO BE
ABLE.
TO MOVE FORWARD WITH
IMPLEMENTING REAL ID AND THE
FEDERAL GOVERNMENT WOULD NOT
MAKE THOSE CHANGES --
THE ALSO HAD STAND UP SOME
VERIFICATION SYSTEMS THAT WERE
NOT STOOD UP BEFORE FOR STATES
TO TO IMPLEMENT FULLY REAL ID
AND SO THEY JUST STOOD UP THE
ONE OF THE VERIFICATION THE US
STATE STATE VERIFICATION TO MAKE
SURE THAT YOU'LL HOLD ONE
CREDENTIAL ONE RECORD WHEN I. D..
THAT YOU DON'T HOLD MULTIPLE
IDENTIFICATIONS IN TWO STATES --
THAT SAYS IT WAS JUST IT UP --
TWO YEARS AGO IN SO THOSE ARE
REQUIREMENTS THAT --
ALL STATES HAVE TO HAVE TO MEET
AND SO -- WE
PUT FORWARD A PLAN --
WE HAVE SUBMITTED OUR PACKAGE IN
TURN TO BE ON MONDAY WE ISN'T A
CITIZEN --
IF IF THE SECURITY HAS APPROVED
IMPLEMENTATION PLANS WHAT HAS
APPROVED ANY OTHER STATES
IMPLEMENTATION PLANS.
YES THERE ARE A LOT OF STATES
THAT HAVE BEEN DEEMED REAL ID
COMPLIANT OKAY.
SO WE'RE A LITTLE BEHIND ON THAT.
YES WELL WE'VE SUBMITTED ARE --
PACKAGE IN I THINK IT WAS MINTED
IN -- IN
MARCH -- IN
THE SPRING TIME --
TO HOLD AS A SECURITY HAS HAD
THAT PACKAGE THE BASS OF SOME
QUESTIONS WE PROVIDED ADDITIONAL
INFORMATION IN SO WE'RE WAITING
FOR THEM TO FOR US TO BE DEEMED
COMPLIANT OR GRANT AN EXTENSION.
OKAY -- OKAY
DO YOU KNOW ABOUT BUT LET'S TAKE
SIMILARLY SIZED STATES BIG
STATES NEAR NEW YORK FLORIDA
TEXAS ARE THEY WHERE THEY DO YOU
HAVE ANY SENSE OF NEW YORK
IMPLEMENTED.
LAST DECEMBER TWENTY SEVENTEEN
GOING TO IMPLEMENT --
IN THE SPRING OF TWENTY NINETEEN
THERE IS ON TUESDAYS JUST
IMPLEMENTED ON MONDAY THAT WAS
MINNESOTA IN VIRGINIA JUST
IMPLEMENT A REAL ID ON MONDAY --
THERE IS --
STILL HANDFUL OF STATES ARE
STILL HAVE TO IMPLEMENT AND
THEY'RE GOING TO BE IMPLEMENTED
IN.
TWENTY NINETEEN YEAH I MEAN THIS
I THINK IS IT SEEMS THAT IT WHAT
DID YOU HAVE A SENSE OF HOW MUCH
PROGRESS THEY MADE AND WE SO
WE'RE SO YOU'RE LOOKING AT YOU
KNOW -- SO
SOME TWENTY FIVE MILLION PEOPLE
WE HAVE TO GET THESE THINGS OUT
TO WITHOUT ONE YOU KNOW IN LESS
THAN TWO YEARS.
AND WERE AT ONE POINT FIVE
MILLION I I DID TALK TO MY
COUNTERPART TO US SOME OF MY
COUNTERPARTS IN MY MY STAFF TO
THOSE ARE MCDONALD'S NUMBERS BUT
YOU DON'T NEED A BIRTH
CERTIFICATE TO BUY A HAMBURGER
SO.
HOW DO WE?
DO THIS IS A NO IT.
NORMA'S JUST JEALOUS AND TALKING
TO THE OTHER STATES --
THEY'RE NOT SEEING THE THE THE
THE CUSTOMERS COMING IN --
SAME THING IS CALIFORNIA THEY'RE
NOT SEEN THERE IS LOW ADOPTION
RATES ARE SIMILAR TO CALIFORNIA --
WE ARE TALKING TO EACH OTHER
THAT.
ALL THE STILL ALL THE STATES ARE
GOING TO SEE A LOT OF FOLKS
COMING IF THEY CHOOSE TO COME IN
AND GET A COMPLAINT CAR BECAUSE
IT'S OPTIONAL.
WHETHER YOU WANT ONE OR NOT --
STATES ARE GONNA BE VERY BUSY IN
TWENTY NINETEEN AND TWENTY
TWENTY WE'RE ALL TALKING TO EACH
OTHER.
AND YOU KNOW THEY'RE NOT SEEING
THE SAME AMOUNT OF PEOPLE COMING
IN.
EITHER.
YEAH I MEAN THIS IS A HUGE
UNDERTAKING THE YEAR THAT THAT.
THE ALLIED I'M I'M I KNOW YOU'RE
AWARE OF THAT BUT DID YOU HAVE A
SENSE OF YOU MISS THE OTHER
STATES ARE ARE GETTING THEIR
COMPLIANCE IN IN ORDER.
ARE THEY FURTHER ALONG AS NEW
YORK FURTHER ALONG THAN --
THEN WE ARE IN TERMS OF
PERCENTAGE OF FOLKS THAT THEY
NEED TO GET.
WHAT ARE THE REAL ID MY
COUNTERPART IN NEW YORK NEW YORK
AND OFFERS AN ENHANCED DRIVER'S
LICENSE BECAUSE THEY'RE ON THE
AT THE BORDER WITH CANADA?
SO THAT IS AN ENHANCED DRIVER'S
LICENSE SO THEY HAD BEEN ISSUING
THAT TYPE OF LICENSE FOR A LOT
LONGER SO.
THEY THEY'RE NOT SEEN THAT A LOT
OF PEOPLE ARE GOING TO HAVE TO
AS MANY PEOPLE MAY NEED TO GET A
COMPLIANT.
TO LICENSE BECAUSE SOME ALREADY
HAD THAT OTHER LICENSE THAT IT
WAS ALREADY DEAN --
FEDERALLY COMPLIANT US IN NEW
YORK AND IT --
SEE SAYING THEY MAY NOT SEE AS
MANY PEOPLE VIRGINIA THOSE OTHER
BIGGER STATES AND THEN AT TEXAS --
TEXAS EXPERIENCE THE SAME THING
AS WE ARE EITHER NOT SEEN A LOT
OF PEOPLE COME COME COME IN BUT
I TALKED TO MY CAMPAIGN TEXAS
ITS.FIERY TO GET A COMPLIANT LICENSE
IN TEXAS --
EVEN IN --
STATES THAT DID ADOPTED EARLIER --
THEY WERE NOT SEEN A LOT OF
PEOPLE COMING IN AND SO A LOT OF
PEOPLE WE DO KNOW THAT I THINK
OF IT.
PASSPORTS PEOPLE 40% OF
POPULATION --
HOLD A PASSPORT IN SO IF YOU
HOLD THE PAST WHERE YOU'LL BE
ABLE TO BOARD A COMMERCIAL
DOMESTIC FLIGHT OR IN A FEDERAL
FACILITY SO.
IT MAY BE WHERE PEOPLE MAY
DECIDE NOT TO GET OUR COMPLAINT
LICENSE AND USE OUR PASSPORT TO
BE ABLE TO FLY DOMESTIC FLIGHT
IS THERE ANY TALK OF IN YOUR
COMMUNITY AS IN.
THE DMV DIRECTORS --
TO ASK THE DID THEIR MAIN BINI
EVIL.
SO WE'VE A LOT OF THE STATE SO
WE'VE ASKED --
HOME SECURITY IF THEY WOULD DOES --
GRANT STATES EXTENSION THEY HAVE
SAID NO --
SO NOT JUST CALIFORNIA BUT OTHER
STATES AND WE DO GET TIME
THERE'S AN X. ASSOCIATION OF A
MOTOR VEHICLE ADMINISTRATORS --
WE THEY ARE WE ARE IN CONTACT
WITH HOME SECURITY AND THE
REPRESENTATIVE GETS UPDATES AT
THE ANNUAL CONFERENCES AND THE
STATES HAVE ASKED IF THEY WOULD
GRANT AN EXTENSION AT THIS POINT
THEY SAID THEY WILL NOT.
AND HEARING FROM THE OTHER
STATES IN TERMS OF THE
CHALLENGES AND THE NUMBER OF
CUSTOMERS THAT WE ALL HAVE TO
SEE.
WE'RE NOT THE ONLY STATE IS
GOING TO HAVE A LOT OF
CHALLENGES TO RECEIVE THIS MANY
CUSTOMERS IN A SHORT PERIOD OF
TIME -- AND
THEY SAID THEY HAVE THEY ARE NOT
GOING TO GRANT AN EXTENSION BUT
THAT COULD CHANGE COME --
NINE TWENTY NINETEEN OR TWENTY
TWENTY IS JUST HAS TO BE SEEN
WHETHER THEY WOULD GRANT.
SO I HAVE TO SEE A LOT MORE
CUSTOMERS OKRA WELL I I
APPRECIATE THIS I ALSO I I'M I'M
EVEN MORE STRUCK BY HOW LARGE
THE CHALLENGES THAT YOU FACE ARE --
AND I I WOULD ASK THE COMMITTEE --
MISSILE WHEN WE HAVE OUR NEXT
HEARING ON THIS TOPIC IN JANUARY
IT WAS MENTIONED BY THE CHAIR.
THAT WE MAYBE HAVE THE ALLEY --
MAYBE NCSL MAYBE OTHER --
AGENCIES THE OTHER FOLKS YOU CAN
GIVE US A NATIONAL PERSPECTIVE
ON THIS CHALLENGE BECAUSE THIS.
THIS ROLL OUT IS IS IT JUST
ENORMOUS AND WE'RE TALKING ABOUT --
ABOUT GETTING THESE THINGS OUT
TO BE A NEARLY EVERY ADULT
AMERICAN --
INVOLVING A FACE TO FACE MEETING
WITH ALL THIS DOCUMENTATION AND
I IT DOESN'T APPEAR TO ME THAT
THEY WERE --
ANYWHERE NEAR ON TRACK AND SO ON
SO I I LOVE TO GET A A KIND OF A
MULTI STATE PERSPECTIVE ON THIS
TO SEE WHAT WE CAN LEARN FROM
OTHER STATES SEE WHAT CHALLENGES
THEY'RE FACING MAYBE.
WAY HAD WITH OUR MEMERS OF
CONGRESS. TO TALK ABOUT --
YOU KNOW IMPLEMENTATION PLAN
THAT WILL ACTUALLY WORK FOR I'M
JUST WORRIED ABOUT THE LOOK.
ABOUT THE THE CHAOS THAT MAY BE
THE MEANS TO IF WE'RE NOT ABLE
TO I KNOW I APPRECIATE THE WORK
REDUCING THE WAIT TIMES AND I
KNOW YOU'RE YOU'RE TAKING
IMPORTANT STEPS BUT THERE'S THIS
HUGE CLOUD OUT THERE WHICH IS
THE THE THE THE THE BASIC
REALITY OF GETTING.
FROM ONE POINT FIVE MILLION TO
TWENTY FIVE MILLION.
IN THE COURSE OF A YEAR YEAR AND
A HALF TWO YEARS AND YEAH EVEN
IN THE SMALLER STATES THAT --
YOU KNOW THEY DON'T SEE THE
NUMBERS BUT IN TERMS OF THEIR
NUMBERS IT IS HUGE.
EQUALLY AS USE FOR THOSE STATES
IN.
THEIR EXPRESSED THE SAME CONCERN
WE HAVE EXPRESSED THAT CONCERN
TO HOME SECURITY IN TERMS OF THE
REQUIREMENTS YOU'RE PUTTING ON
THE STATES TO BE CREDENTIAL
EVERYBODY BECAUSE WE HAVE TO SEE
EVERYBODY IN PERSON AND THAT IS
A HUGE UNDERTAKING FOR EVERY --
JURISDICTIONS A TAKE ON AND ANY
ASSISTANCE IN TERMS OF WE CAN
MOVE THAT DATE OUT A LITTLE
FURTHER WE WOULD APPRECIATE THAT
MADE YOU THINK MOST PEOPLE IN
THE STATE ARE EVEN AWARE OF THIS
REQUIREMENT THAT'S COMING DOWN
THE PIKE.
MOST RESIDENTS --
WE'RE DOING A LOT OF INFORMATION
I'VE TALKED TO MY CAR PRICE IN
THE IN THE OTHER STATES AND WERE
YOU SHARING BEST PRACTICES AND
HOW TO DO THE MESSAGING AND AND
WE'RE HEARING THE SAME THING IS
THAT.
WE'RE DOING.
A LOT OF THE MESSAGING
INFORMATION INSERTS.
AND CUSTOMERS ARE JUST NOT.
EVERYTHING CORRECTLY IN BEING
PREPARED IN SO WE ALL KNOW WE
NEED TO DO BETTER IN TERMS OF
MAKING SURE THE CUSTOMERS ARE
PREPARED --
SO WE HAVEN'T FOUND WHAT THAT
SILVER BULLET IS IN TERMS OF
MAKING SURE CUSTOMERS ARE COMING
PREPARED WITH THE WITH
APPROPRIATE DOCUMENTS.
AND ALSO ONE THING THAT DID IF
YOU HAD ARE HOLDING ANY EVENTS
IN YOUR DISTRICTS.
WE WOULD.
BE OFFER OUR SERVICES INTO ANY --
INFORMATION IN TERMS OF SHERRY
WHAT A REAL IDEAS ABOUT WHAT YOU
NEED TO BE PREPARED TO COME IN
TO OUR OFFICES YEAH WELL I MEAN
THE GIVEN THE ENORMITY THIS
CHALLENGE I THINK EVERY SINGLE
ONE OF US.
MA'AM FROM EVERY FROM BOTH SIDES
FROM BOTH HOUSES ARE GOING TO
HAVE TO DO.
EVENTS IN OUR DISTRICTS --
BECAUSE THIS IS A HUGE
LOGISTICAL --
THAT IT THAT IS FAZLI.
RAPIDLY APPROACHING THE BECAUSE
WE HAVE ALREADY PUT TOGETHER A
TEAM WE WOULD COST BECAUSE WE'RE
WERE WE HAVE EMPLOYEES ARE WELL
VERSED IN WHAT REAL ID IS READY
TO GO OUT DOING ANY OUT REACH.
AND WE'VE ALREADY DONE SOME VERY
BECAUSE WE DO HAVE ON OCTOBER
SIXTEENTH AN OUTREACH EVENTS ARE
SCHEDULED IN FRESNO ASSEMBLY
MEMBER PATTERSON'S OUT REQUESTS
WERE GOING OUT TO FRESNO ON
OCTOBER SIXTEENTH --
WHEN YOU WHEN YOU ANSWER THIS
QUESTION A I --
JUST THE HAVE YOU HAVE YOU --
IF YOU FIGURE IT OUT IN THE
PROCESS IMPROVEMENTS THAT CAN BE
MADE TO THE REAL ID FEDERAL
PROGRAM.
THAT WOULD SAVE TIME IN TAKING
APPLICATION WE LOOK AT HOW LONG
IT TAKES TO DO ONE APPLICATION.
AND BREAK IT DOWN THE PROCESS
[inaudible]
HOW?
THE CAN CHANGE CERTAIN THINGS --
THAT WOULD MAKE THE PROCESS.
EACH APPLICATION TAKE LESS TIME
THERE BY [inaudible]
HERO ADDING.
IN A MULTIPLIER EFFECT.
TO A LOT OF PERSON YEARS IN
TERMS OF YOUR STAFF.
AND YOUR DEFIED PROCESSES THAT
YOU THINK OR A RED DUNDURN OR
MAYBE A NECESSARY --
THAT THEY'RE ASKING US TO DO OR
ARE THERE THINGS THAT WE CAN DO.
TO IMPROVE OUR PROCESS FOR FOR
EACH APPLICATION HAVE YOU LOOKED
AT THAT AND WHAT --
WHAT HAS BEEN DONE REGARDING
THAT?
SO WE HAVE --
SO WE HAVE IT AS A TEAM THEY ARE
TRAINED IN LEAN SIX WHICH IS
THEY LOOK AT DIFFERENT TIMES --
TRANSACTIONS OPERATIONS TO LOOK
PROFICIENCY SO WE'VE ALREADY
SENT THAT TEAM OUT.
IN TERMS OF A DRIVER'S LICENSING
APPLE OF THE DOCUMENTS THAT YOU.
HAVE THE REQUIRED TO BRING IN TO
BE ABLE TO GET A LICENSE OR ID
CARD -- IN
OUR DRIVER'S LICENSE IN
PROCESSING CENTERS WHICH IS IN
SAN JOSE STANTON GRANADA HILLS --
WE'VE CENTRALIZED THAT WERE IT'S
DONE IN ONE LOCATION --
AND SO WE ASKED THE DOCK OF THE
CUSTOMER TO GIVE US THOSE
DOCUMENTS WE DO THE REVIEW AND
AUTHENTICATION IN ONE AREA.
AND SO THEN THAT THE TECHNICIAN
DOESN'T HAVE --
TO DO THAT REVIEW AND OUT AND
VERIFYINGGET A SECONDARY
SUPERVISOR REVIEW WE DO THAT IN
ONE PLACE.
AND SO THAT IT HAS BEEN AN
EFFICIENT PROCESS WHERE.
THE CUSTOMER IS UP AT THE
TRANSACTION IS DONE FASTER THE
TECHNICIAN GETS THE DOCUMENTS
ARE IN THE RIGHT ORDER AND
THEY'LL BE ABLE TO GET THROUGH
THE TRANSACTION A LOT QUICKER.
IS THAT --
THIS REVIEW IS DONE WHILE THE
CUSTOMERS WAITING TO BE SERVED
OKAY SO SO.
IS THAT UNDER WHERE IS A
COMPLETE IN TERMS OF THAT THAT
IS UNDER WAY AND SO WE WERE
IMPLEMENTED IN THE DRIVER'S
LICENSING PROCESSES --
AND WE'RE LOOKING AT ARE ALL
OTHER OFFICES TO IF IT CAN WE
ROLL THAT OUT AND THE OFFICES TO
SAVE.
SAVE TIME OKAY I I I THINK THAT
SOME TO LOOK AT IN JANUARY ALSO
OKAY WHAT WILL.
WHAT WE'RE GONNA DO IS I'M GONNA
TAKE EVERYBODY'S COMMENTS AND
THEN?
TRY TO SIMULATE A A LETTER TO
YOU FROM.
THESENATE TRANSPORTATION
HOUSING COMMITTEE THE
ACCUMULATES ALL THE COMMENTS OF
MEMBERS THERE BEING MADE TODAY
SO WE'RE GOING.
TO DO THAT FOR EVERYBODY CENTER
GO JOHNNY --
CENTRE BELL SORT OF TOUCHED ON
THE QUESTION THAT I HAD BUT IS
THERE A PROCESS FOR STREAMLINING
FOR EXAMPLE INDIVIDUALS WHO
ALREADY HAVE PASSPORTS
INDIVIDUALS WHO ARE LIKE MAYBE
PRECHECK.
AT AN AIRLINE WHERE THOSE
INDIVIDUALS HAVE ALREADY
SUBMITTED DOT IS SO MUCH
DOCUMENTATION TO SET SOME OTHER
ENTITY.
THAT MAYBE YOU'RE CERTAIN THAT.
THOSE STOCKS CAN BE VERIFIED
QUICKER AND THEREFORE THEY COULD
GO THROUGH A STREAMLINED PROCESS
THAT ALSO WOULD SAVE TIME WITH
YOUR EMPLOYEES.
US SO THE ONE I JUST I SHARE
WITH THE SENATOR BALLARD WERE
SOCIALIZING THE REVIEW OF THE
DOCUMENTS OFF INTO MAKING SURE
THAT WE'VE DONE THAT WE'RE DOING
THAT IN A PROCESS SEEN DRIVER'S
LICENSE POLICY CENTER.
THAT IS AN EFFICIENCY --
IN TERMS OF LIKE TSA PRE.
WE HAVE TO SEE THOSE DOCUMENTS
OF THE ORIGINAL DOCUMENTS IN
HAND IN SO WE CANNOT ACCEPT
SCANNED COPIES OF OF DOCUMENTS
AND HAVE THEM.
SCANNED IN CENTERS WE AT THE
REQUIREMENT FOR REQUIREMENTS TO
SEE THE PERSON IN PERSON AND SEE
THE ORIGINAL DOCUMENT BECAUSE WE
THOUGHT ABOUT THAT.
COULD WE GET OUR CUSTOMERS TO BE
ABLE TO USE AS SUBMIT THOSE
DOCUMENTS EARLY SCAN AND SEND IT
TO US WE HAVE TO SEE.
A FAIRY QUINCY THE DOCUMENTS IN
HAND ORIGINAL DOCUMENTS.
WHAT ABOUT IF SOMEBODY ALREADY
HAS A PASSPORT COULD YOU
ADVERTISE?
TO THOSE JUST TO KIND OF IN
GENERAL IF YOU HAVE A PASSPORT
YOU GO THROUGH A STREAMLINED
PROCESS SO THE PRICE LATER.
A PASSPORT AND IS IS GOOD TO GO
BUT YOU STILL HAVE TO SUBMIT TO
A DOCUMENT HAS YOUR SOUL
SECURITY NUMBER FULL SO SECURE
NUMBER ON IT AND A RESIDENCY
DOCUMENT SO THERE'S THREE
THERE'S THREE DOCUMENTS.
THAT ARE NEEDED TO BE ABLE TO
GET A REAL ID COMPLIANT LICENSE.
WENT AND WE STILL HAVE TO VERIFY
AND VALIDATE THE PASSPORT TO THE
U. S. PASS SYSTEM THAT'S ANOTHER
FEDERAL REQUIREMENTS.
THEY THEY PUT A LOT OF
REQUIREMENTS ON THE STATES TO BE
ABLE TO ISSUE A REAL ID.
THESE ARE FEDERAL REQUIREMENTS.
THE PROCESS THAT WE HAVE.
TO THAT'S A THAT'S A LITTLE BIT --
SENATE BILL CAN I FOLLOW UP THIS
IS IR GAME JUST REAL QUICK I
JUST -- WANT
TO CLARIFY THIS CALIFORNIA HAVE
AN ENHANCED DRIVER'S LICENSE NO
WE DON'T --
AND THEN TO GO THROUGH THE
DOCUMENTATION AGAIN THAT WOULD
E NECESSARY. FOR A REAL ID YOU
MENTIONED.
A PASSPORT --
BIRTH CERTIFICATE ARBOR
CERTIFICATE OKAY IN IF YOU'RE --
HAVE HAD NAME CHANGES SO YOU GOT
MARRIED OR DIVORCED YOU HAVE TO
AND IF YOU DON'T HAVE A PAST
WITH YOU HAVE A PASSPORT YOU'RE
GOOD TO GO BUT IF YOU DON'T.
EVENTS AND NAME CHANGES YOU HAVE
TO BRING IN YOUR PERSONAL TV KIT
AND THEN THE MARRIAGE DOCUMENTS
THAT SHOW THE NAME CHANGE.
THAT YOU HAVE TO SHOW THE TRAIL
OF THE NAME CHANGE AND THAT'S A
REQUIREMENT FEDERAL REQUIREMENT
OKAY.
AND THEN YOU SAID YOU NEEDED A
DOCUMENT WITH YOU SO SECURITY
FULL SO SECURITY NUMBER WHICH IS
YOUR SOURCE QT CARD OR YOU
DEBBIE TO STATEMENT THAT HAS
YOUR FULL SOCIAL SECURITY NUMBER
ON IT AND ONE RESIDENCY
DOCUMENTS.
SUCH AS A UTILITY BILL
[inaudible]
OKAY UTILITY.
YEAH I THINK WE'VE GOT A WE HAVE
A CHECK WE HAVE A GENERAL
WEBSITE HIGHLIGHTED IT BUT WE'VE
GOT A A MESS UNDER HER HANDS
HERE.
IN TERMS OF THE TIME LINE I
WE'VE GOT TWENTY FOUR MONTHS AND
TWENTY EIGHT TWENTY THREE HALF
MILLION INDIVIDUALS HAVE TO GO
THROUGH THIS PROCESS SO IT'S
ABOUT A MILLION A MONTH WHO.
NOW MAYBE SOME OF THOSE PEOPLE
USE THEIR PASSPORT BUT BEST
SINGLE STRANGE FOR AND SOME
PEOPLE MAY MAY WAIT THEY BECAUSE
THEY HAVE A PASSPORT AND NOT
COMMAND THEY MAY COME IN ON
THEIR ON THE NATURAL SO.
YOU KNOW WE'RE MONITORING THAT
IF YOU'RE IF YOU'VE GOT --
PRE TSA THAT DOESN'T
[inaudible]
OKAY.
SO IAM AMONG THE THE NUMBERS IN
THE REPORT IT LOOKS LIKE. THREE
HUNDRED AND THIRTY ONE THOUSAND
PEOPLE WENT THROUGH THE OFFICE --
LAST WEEK ACCORDING THIS REPORT
RIGHT.
SO YOU RUN IS THAT ABOUT WHAT
YOU'RE RUNNING OVER ALL ABOUT
THAT NUMBER.
OR IS IT HIGHER OR LOWER AS HE
GETTING HIGHER IS THAT NUMBER.
THERE ARE SOME DAYS THAT WE'RE
BUSY THAN OTHERS --
WE ARE SEEN IN.
AN INCREASE BUT YEAH SURE --
REGION AT WORK THE JENNIFER FOR
REAL IDEAS ABOUT WERE SEEN ABOUT
30% OF THE CARS BEING PRODUCED
ARE REAL ID CARDS.
OF 30% OF THESE PEOPLE OR REAL
ID PEOPLE.
THOUGH I'M SORRY OF THESE
INDIVIDUALS FROM NORMALLY SIXTY
FORTY SPLIT A 60% OF THE
CUSTOMERS COMING IN OUR OUR
DRIVER'S LICENSE AND 90%.
ARE BR.
OKAY SYNAGOGE ON US.
I'M THINKING BACK TO WHEN
OBAMACARE PASSED AND WE DID
WORKSHOPS IN OUR DISTRICT WHERE
WE HAD PEOPLE HELPING AND
INDIVIDUALS CAN ACTUALLY SHOW UP
AND GET SIGNED UP RIGHT THEN AND
THERE BECAUSE IT WE HAD A SMART
TABLETS.
HOME ONCE YOU GET THOSE IN PLACE
IF WE WERE TO HAVE SIMILAR
WORKSHOPS WHERE WE USE OUR
ABILITY TO MAIL. TO OUR
CONSTITUENTS AND HAVE SOME SIGN
UP DAY OF SOME SORT --
WOULD THERE BE A CAPACITY TO
HAVE INDIVIDUALS FROM DMV THERE
WITH THEIR SMART TABLETS AND
JUST.
GO THROUGH WHERE WE'VE TOLD OUR
CONSTITUENTS BRING THESE ITEMS.
SO --
THROUGH THE SMART TABLETS WERE
NOT ABLE TO DO THAT BUT WE ARE
LOOKING AT OF OF AND WE'RE
EXPLORING AND DISCUSSING LIKE
REAL ID OUT REACH DAYS.
AND WE'RE LOOKING AT TO SEE HOW
WE COULD DO THAT AND THAT'S
UNDER DISCUSSION AS A PROPOSAL
TO WHERE WE COULD WE JUST CREATE
A JUST A REAL ID OUT WE STAY AS
YOU'RE SUGGESTING THE START.
SMART TALENTS ARE NOT ABLE TO DO
THAT -- BUT
WE HAVE --
THE EQUIPMENT AND WE'RE LOOKING
TO SEE IF WE CAN USE THE
EQUIPMENT THAT WE HAVE FOR THE
LOCAL SCISSORS WHERE WE HAVE --
DISASTER RECOVERY --
BUT THAT IS NOT ROBUST ENOUGH
FREE STILL DO AND VIA MOBILE --
BUT WE'RE LOOKING IN TERMS OF
WHAT IT CUSTOMERS ARE JUST FOR
REAL ID SO WE'LL FOLLOW UP WITH
YOU ON THAT AND CAME TERMS OF OF
IF WE CAN DO THAT AND THEN
DEFINITELY WILL FOLLOW UP WITH
YOU.
BUT THAT IS I HAVE SEND AND IT'S
BECAUSE WE HAVE TO TAKE --
IN TERMS OF USE A PHOTO OF
VISION AND THUMB PRINT AND SO WE
HAVE.
TO MOVE A LOT OF EQUIPMENT TO BE
ABLE TO DO --
TO PROVIDE IT ON A MOBILE BASIS
PERHAPS WE COULD BRING OUR
WORKSHOP TO YOUR OFFICE IS THAT
SOMETHING THAT WE'RE LOOKING AT
THEM ON A DIFFERENT DAY --
WE MIGHT BE ABLE TO DO THAT IN
JUST HAVE A REAL ID DAY AT AN
OFFICE ON A SATURDAY WHEN PEOPLE
ARE NOT WORKING.
OR OURS AGAIN SO WE WOULD JUST
HAVE TO MAKE SURE THAT WE HAVE
PROPERLY STAFFED AND BE ABLE TO
DO THAT SO WE ARE LOOKING AT
LOOKING AT THAT.
THANK YOU WILL FOLLOW UP WITH
YOU ON THAT [inaudible]
OKAY --
ALARM.
S. ONE MORE AREA THAT KIND OF
NEEDS TO BE TALKED ABOUT IT
SEEMS LIKE IT SEEMS LIKE IF
WE'RE WE'RE DEALING WITH THIS
LAW.
MASSIVE.
OF DIGESTION ISSUE WITH THE
RESPECT HE PROCESSING IT'S KIND
OF LIKE THE WAY I LOOK AT IT IS
GOING TO LAST FOR HOW LONG WOULD
YOU SAY.
A LONG YOU THINK IT'LL BE BEFORE
WE GET EVERYBODY COVERED ON THIS
[inaudible]
AS TWENTY TWO TWENTY THREE FIVE
YEAR CYCLE OF OUR DRIVER'S
LICENSE RENEWAL PROCESS AND SO --
WE HAVE FULL ENFORCEMENT OF REAL
ID OCCURS OCTOBER FIRST --
TWENTY TWENTY WE DO RECOGNIZE
NOT EVERY MAY COME IN INSULAR
PROBABLY BE AN OVERFLOW OF OF
TWO YEAR TWO TO THREE YEARS OF
PEOPLE STILL COMING IN AND
WANTING TO GET A A COMPLETELY.
VOLUME THERE IT'S RUNNING ABOUT
THE SAME AS YOUR VISITS PER WEEK.
IS A GOOD A CAKE CONSISTENTLY
BEEN AT THIS LEVEL YOU THINK
IT'S GOING TO GO UP.
OR HOW TO HOW DO YOU HOW DO YOU
FEEL THAT YOU THINK IT'LL
TOWARDS A DEADLINE WEEK YOU
THINK THEY'LL BE A A SPURRED A
LARGE NUMBER OF PEOPLE COME IN
AT THE END.
OF THAT --
FAILED -- TO
GET ALL YOUR INFORMATION AND
FINALLY REALIZE THAT THEY NEED
TO HAVE A REAL ID AND ADD IT AT
THE END THERE USE IT WE DO SEE
THAT PEOPLE PROBABLY
PROCRASTINATE AND THROW IT AWAY
AWAY I DID POSE THE QUESTION TO
HOME SECURITY --
WHAT ARE YOU GOING TO DO ON
OCTOBER FIRST WE DO FULL
ENFORCEMENT AND SOMEONE IS
TRAVELING AND THEN THEY DID ARE
THEY GOING TO BE ABLE TO GET
HOME?
AND ARE YOU GOING TO DO ANY --
RELAXATION OF THE RULES TO ALLOW
SOMEONE TO GET BACK FROM TO BACK
HOME TO THEIR HOME BASE WHEN
THEY DO FOREIGN FORCES SAY YOU
FLY OUT.
ON SEPTEMBER.
LAST WEEK YOU GONNA LET --
UP PEOPLE GO BACK HOME AND THEY
DID NOT ANSWER.
DO YOU THINK THAT --
THE DEPARTMENT SHOULD --
SIX TO HAVE MORE EMPLOYEES WORK
ON THIS OVER THE SHORT TERM --
THEN ARE WORKING ON OTHER AREAS
OF RESPONSIBILITY FOR THE
DEPARTMENT --
WE HAD TO HAVE A TEAM WORKING ON
THIS RIGHT NOW RESERVE LIKE
LOOKING AT MAYBE AYOU KNOW I I
I ALWAYS HAVE BEEN INTRIGUEDBY
OTHER STATES DOING THE MONTEL
YOUR DRIVER'S LICENSES --
A DOING DRIVER'S LICENSES
THROUGH --
DIFFERENT.
YOU KNOW LIKE LIKE CHANGING THE
SYSTEM A LITTLE BIT --
FOR SOMEBODY THAT WANTS TO GET A
MULTI YEAR.
THAT WOULD REDUCE THE NUMBER OF
VISITS PROBABLY RIGHT --
EXTENDING ABOUT DRIVER --
CERTIFICATION OF THE ONLY.
THE THERE IS THERE'S BEEN A
CEREBRAL LEGISLATIVE THINGS IN
THOSE THAT CAME THROUGH THIS
COMMITTEE.
REGARDING --
THE AGE OF THE DRIVERS AND SO
FORTH AND AND AND OF I THINK
SERVE --
ASSEMBLYMAN FRASIER THE CHAIR OF
THE ASSEMBLY COMMITTEE IS
INTRODUCED [inaudible]
BILLS ON THE AGE FROM EIGHTEEN
TO TWENTY ONE YOU KNOW THAT THAT
LEGISLATION THAT WE SAW --
THOSE KINDS OF THINGS --
TO ENCOURAGE --
MAYBE --
DRIVERS SCHOOLS TO HANDLE LIKE
OTHER STATES HAVE DONE.
SO WE'RE LOOKING AT KIND OF
THING -- ARE
OU LOOKING AT THOSE KINDS OF
WAYS.
TO MAYBE GET IT MAYBE NOT
PERMANENTLY BUT MAYBE FOR THIS
PERIOD OF TIME.
GET SOME OF THE WORK DONE IN
ANOTHER WAY SO THAT WE CAN THINK
SIR GAINS MENTION THE THE AUTO
CLUB'S BUT THERE'S OTHER KINDS
OF THINGS WE CAN DO. TO GET SOME
OF THE WORK DONE BY OTHERS.
AT THE SAME TIME WERE USING OUR
WE'RE FOCUSING OUR WORK FORCE.
ON THIS PARTICULAR ISSUE SO WE
CAN COMPLETE IT ORDER.
YOU KNOW BY OCTOBER TOWARD --
TWENTY TWENTY SO IT --
WHAT YOU KNOW THOSE ARE PROCESS
CHANGES --
THAT --
MIGHT HELP US IF WE LOOK AT THAT
THOSE ARE BIGGER QUESTIONS BY
JANUARY I'D LIKE TO SEE.
SOME CONSERVE SWISHED OUT ON
THAT THAT WE CAN.
PROBABLY --
TALK ABOUT IT THEN THERE'S A
WHOLE ISSUE OF TECHNOLOGY.
OF LIKE LIKE IT'S OBVIOUS THAT
IF YOU HAD GOOD TECHNOLOGY
PROBABLY WOULD BE ABLE TO
PROCESS THESE APPLICATIONS
FASTER I THINK I WOULD SAY THAT
ONE SHOULD AGREE.
I MEAN THE TECHNOLOGY YOU HAVE
IS NOT.
EXACTLY THE GREATEST TECHNOLOGY
IT'S OLD IT'S PROBABLY --
YOU KNOW.
COMPARED --
LIKE A PRIVATE SECTOR SOMETHING
MAYBE NOT AS EFFICIENT IN TERMS
OF THE AMOUNT OF TIME IT TAKES
FOR SOMEBODY TO DO AN
APPLICATION.
AND I THINK --
WE OUGHT TO LOOK AT TECHNOLOGY --
TO EXPEDITE SOME OF THESE
APPLICATION PROCESSES IS THAT IS
THAT SOMETHING YOU CAN DO BY
WHAT TIME YOU COME BACK.
IN JANUARY IS A TECHNOLOGY BY I
THINK YOU GO TO LOOK AT A
TECHNOLOGY BY HERE AND LET'S
START.
LOOKING AT BECAUSE RIGHT NOW I
KIND OF A GOTTEN DEPRESSION I
GOT RIGHT NOW IS YOUR SIR BUBBLE
GUM ANDBALING WIRE IN IT RIGHT
NOW FOR A WHILE.
YOU'RE KIND OF DOING A LITTLE
TRANSFERS OF THE STAFF YOU'RE
KINDA DO THIS THIS THIS NOT
GOING TO LAST FOREVER OKAY.
YOU'RE GONNA HAVE TO DO
SOMETHING IS MORE --
THERE'S GOING TO BE MORE OF A
LASTING CHANGE IN THE
ORGANIZATION. TO TRANSFER THE
ORGANIZATION SO IT'S FUNCTIONING
DON'T HAVE THE VACANCY RATES AND
SO FORTH LIKE THAT SO --
THAT'S THE KIND OF THING I'M
LOOKING FOR IN JANUARY.
BUT DEFINITELY WILL TAKE THAT
FOR WHAT WHAT --
WHAT DO YOU HAVE A THOUGHTS ON
THAT WHAT KIND OF THINGS ARE YOU
WILLING TO LOOK AT IN THOSE
AREAS -- CAN
YOU CAN YOU GIVE US SOME IDEAS
THAT.
MAYBE STUFF THAT MAY NOT WORK
BUT WHAT'S YOUR LEAST YOU'RE
LOOKING AT IT.
SO IN TERMS OF YEAH WE'RE GONNA
SEE A LOT MORE CUSTOMERS WERE
LOOKING AT THINGS THAT WE CAN DO
TO GET THE FOOT TRAFFIC OUT OF
OUR OFFICES BE ABLE TO SEE MORE
MORE A REAL ID CUSTOMER SO.
WE'RE LOOKING --
WE WANT TO OFFER MORE ONLINE
TRANSACTIONS SO YOU DON'T HAVE
TO COME INTO THE OFFICE WHEN IS --
BEING ABLE TO GET A DUPLICATE --
DRIVER'S EYES LOT OF PEOPLE SAY
I'VE LOST MY LICENSE I HAVE TO
COME IN RIGHT NOW AND SO THEY
COME AND IF WE CAN OFFER THAT
ONLINE IS IS ME ONCE.
WHERE?
IN INDIA SO YOU KNOW INSTEAD OF
DOING A FIELD OFFICE VISIT AND
HAVING TO COME IN AROUND.
MY STAFF IS KNOWS AS I FIND.
BUT I DID FIND IT
UNTIL WE WANT WE'RE LOOKING AT
THINGS WE WOULD MOVE THAT FOOT
TRAFFIC OUT OF THE OFFICE AND SO
WE'RE LOOKING IN TERMS OF IS OUR
OTHER ENTITIES THAT WE COULD
PARTNER WITHIN TWENTY MONTHS
YOU'VE GOT A 24% OR OR OR
APPOINTMENTS. SEVENTY SIX NON
APPOINTMENT RIGHT IS THAT THAT'S
WHAT IT IS ACCORDING YOUR BOOK
HERE -- IS
GETTING MORE APPOINTMENTS --
INEFFICIENCY YOU'RE GOING TO TRY
TO ACHIEVE THOSE PEOPLE
ANONYMOUS --
APPOINTMENTS AND SCHEDULING A
LIKE A A TRANSACTION THAT OCCURS
ON APPOINTMENT LEVEL RATHER THAN
ALL THESE PEOPLE JUST COMING
INTO THE OFFICE AND WAITING IN A
LINE AND I THINK I THINK THE
CUSTOMER FRIENDLY APPROACH WOULD
BE.
THAT MIGHT HELP OF IN SOME WAY --
AND YOUR TWENTY FOUR TO SEVENTY
SIX YOU MIGHT WANT TO TRY TO SET
SOME METRICS TO GET THAT HIGHER.
THAT MIGHT BE A SUGGESTION YOU
KNOW HOW TO EDIT THEM DEVELOP A
PLAN FOR THAT YOU KNOW HOW TO
GET.
DEFINITELY WE WILL LOOK AT THAT
SO THE TECHNOLOGY --
ON CYBER SECURITY.
WE'RE GOING THROUGH A BUBBLE GUM
BAILING WIRE THING RIGHT NOW.
I'M A LITTLE NERVOUS ABOUT CYBER
SECURITY OF ALWAYS WORRIES ABOUT
PERSONAL PRIVACY.
ARE HOW HOW ARE YOU --
ARE YOU LOOKING AT HERO --
EITHER -- I
JUST.
BECAUSE YOU HAVE ANTIQUATED
TECHNOLOGY IS KIND OF SCARY IN
TERMS OF PRIVACY OKAY --
JUST.
IT'S AN ISSUE --
AND I HEAR IT FROM PEOPLE
THEY'RE WORRIED.
THE WORD ABOUT DAMN THE ENTERS
OUR PRIVACY AND THEIR PERSONAL
SECURITY --
INVID DATA INFORMATION PERSONAL
INFORMATION --
MOKE MULTI --
ACCOUNT --
MULTI --
DIFFERENT MULTI --
OF PROCESSES THAT YOU CAN USE.
TO PROVIDE --
SECURITY.
AS YOU GO AND I'M KIND OF
WORRIED ABOUT ALL THIS YOU KNOW
YOU TALK ABOUT USING TABLETS AND
YEAH I'M AFRAID SO HE'S GOING TO
GO INTO THE OFFICE AND YOU KNOW.
SCAN YOUR TABLETS AND STILL
INFORMATION YOU KNOW LIKE THAT
KIND OF THING.
SO I THINK CYBER SECURITY IS
SOMETHING YOU OUGHT TO HAVE A
PLAN FOR AS YOU GO THROUGH THIS.
CYBER SECURITY IS VERY IMPORTANT
NOW IN THE PUBLIC'S MIND.
THEY DO NOT WANT THEIR PRIVATE
DATA ESPECIALLY ON REAL ID KIND
OF DATA THE KIND OF DATA YOU'RE
COLLECTING.
THE DO NOT WANT THAT IT DATA --
TAMPERED WITH.
AND SO YOU HAVE TO YOU HAVE TO
GUARANTEE ON IT AND YOU HAVE TO
HAVE A A A A PLAN FOR THAT.
BUT THE PRIVATE --
HAVE YOU HAVE YOU LOOKED AT THAT
ISSUE -- YOU
HAVE A MAYBE WHEN I'M NOT SURE I
UNDERSTAND.
WAS LOOKING AT SOMETHING --
BUT YOU CAN'T CAN YOU CAN YOU
TELL ME WHAT WHAT --
WHAT KIND OF THINGS YOU'RE DOING
IN THAT AREA PLEASE DEFINITELY
WILL TAKE A LOOK AND MAKE SURE
THAT -- ANY
INFORMATION ON THE TABLETS IS
SECURE WE DO DO --
SCANS OF OUR SYSTEMS --
QUARTERLY WE DEVELOP BAILEY
SCANS AND WE WORK WITH THE
DEPARTMENT TECHNOLOGY IN HAND
AUTHENTICATION OF THE CONDITION.
FOR THIS KIND OF THING THAT
THEY'RE TALKING ABOUT AND SO
COME OUT LATER.
THERE EVERYBODY'S LIKE SETTING
UP YOU KNOW OTHER.
SYSTEMS SO THAT THEY HAVE THAT.
AND NOW I'M GOING TO STAY THE
ARE KIND OF PRIVACY PROTECTION
SO FAR RIGHT FOR I'VE BEEN ABLE
TO STAND THE LOOK WE WANT TO
HAVE OURS TOO YOU KNOW WE WE
WANT TO BE THERE.
DEFINITELY WE HAVE AN IDENTITY
MANAGEMENT PROCESS WORD TO
ESTABLISH AN ACCOUNT IN YOUR
NAME.
A YOU HAVE TO AUTHENTICATE WHO
YOU ARE --
WE ALREADY HAVE THAT IN PLACE TO
BEABLE TO ACCESS YOUR
INFORMATION YOUR HOSPITALS DO
WITH THEIR THEIR OR THE YOU KNOW
LIKE KAISER.
PEOPLE DO THAT WITH YOUR MEDICAL
RECORDS I THINK I THINK I THINK
YOU ARE I THINK YOU ARE --
EXPLORE.
SOMETHING ON THAT AS YOU MOVE
FORWARD BECAUSE I THINK IF
YOU'RE GOING TO UPGRADE YOUR
TECHNOLOGY THAT'S GOT TO BE A
KEY PART OF THIS TECHNOLOGY TO
UPGRADE THE NOW --
TERRELL AND DO YOU HAVE ANY
FURTHER QUESTIONS AS AS WE CAN
ROLL THIS UP AND OPEN IT UP FOR
PUBLIC ADDRESS MAKES MY QUESTION
IS DO YOU DO YOU FEEL.
AS THOUGH YOU HAVE WHAT YOU NEED.
TO MEET THIS ENORMOUS CHALLENGE.
SO FOR THE UPCOMING BUDGET YEAR
WE'RE WORKING ON OUR FRIEND
REQUEST --
IN TERMS OF WHAT WE WOULD NEED
FOR THE UPCOMING BUDGET YOU'RE
WORKING ON THAT RIGHT NOW --
DID YOU BEAT ME VALUING WHAT OUR
NEEDS ARE GOING TO BE FOR THE
UPCOMING --
THE YEAR TO FINISH OUT FOR REAL
ID SO WE'RE WORKING ON THAT
RIGHT NOW.
OKAY BUT BUT I'M TALKING ABOUT
MEETING THE TWENTY TWENTY GOAL
OF WITH TWENTY FIVE MILLION
TOTAL THAT WHAT IT IS TWENTY
FIVE MILLION.
BUCKS MONTHLY --
YEAH.
BY OCTOBER.
TWENTY SO HOW HOW YOU KNOW HOW
CONFIDENT ARE YOU THAT --
WE DID.
WE HAVE THE INFRASTRUCTURE IN
PLACE.
TO THAT WE WILL HAVE THE
INSPECTION PLACE TO TO TO MEET
THAT GOAL --
AND IN.
WITH WITH WITH IT WITH A HALFWAY
DECENT CUSTOMER EXPERIENCE.
YEAH I KNOW THAT'S A GREAT
QUESTION IN REGARDS TO FROM AND
FROM AN INFRASTRUCTURE
PERSPECTIVE WE BELIEVE THAT WE
HAVE ON THE FACILITIES AND IN
PLACE TO DO THAT --
FROM A BUDGET PERSPECTIVE WHEN
WE ORIGINALLY BEFORE THE THE
REALLY PROPOSAL IT WAS FUNDED
FOR TWO YEARS SO IT WAS LAST
YEAR SEVENTEEN EIGHTEEN EIGHTEEN
NINETEEN SO CURRENTLY WE'RE NOT
FUNDED FOR RELAYED THE PAST THIS
CAR HERE SO WE'RE WORKING WITH
THE DEPARTMENT OF FINANCE AS IT
RELATES TO A PROPOSAL.
THAT WILL TAKE INTO ACCOUNT THE
INFLUX OF CUSTOMERS WE EXPECT IN
NINETEEN TWENTY TWENTY TWENTY
ONE AND TWENTY ONE ON AS IT
RELATES TO ASKING --
FOR THE POSITIONS --
TO HANDLE THOSE TRANSACTIONS.
IS THAT IS THIS GOING TO BE PART
OF THE THIS CHALLENGE.
SO THE FARMER FRANCHISES THAT
PERFORMANCE ON IT --
INTO IT BECAUSE MY SERVICE SO WE
THE ENGINE.
ON ON MONDAY OF SMALLER MORE THE
SCOPE OF THE AUDIT OUR FUNDING
REQUESTS FOR THE PACKAGES IS IS
SEPARATE IN TERMS IS ROBBIE WAS
SAYING --
THAT IS GONNA BE FUNDING FOR THE
NEXT TWO FISCAL YEARS --
WHICH IS GOING TO DEAL WITH ON
NOT NOW RIGHT PREPARING THAT
RIGHT NOW JEWEL FOR AND AND
TERMS OF WE DO HAVE --
THOSE THE INFRASTRUCTURE IN
PLACE TO BE ABLE TO HAVE
ADDITIONAL EMPLOYEES WORKING OR
WINDOWS --
SO THE REQUEST WILL ADDRESS
ADDITIONAL --
POSITIONS THAT ARE GOING TO BE
NEEDED TO SEE THE INFLUX OF
CUSTOMERS.
I WOULD I WOULD JUST SUGGEST YOU
DO THAT BUT IT ALSO SHOULD LOOK
AT EFFICIENCIES THAT
[inaudible]
THE YOU KNOW THAT WE ARE ACROSS
FROM MINE WE AGREE THAT WE ARE
YOU KNOW THAT IF YOU JUST ASK
FOR MORE MONEY THERE WILL BE
KIND OF YEAH --
YOU KNOW.
I THINK I THINK WITH 33% VACANCY.
I MEAN YOU GOT SOME EFFICIENCY
THING SHE GOT TO WORK ON HERE.
BEFORE YOU COME IN AND ASK FOR
MORE MONEY.
MIGHT.
IS ALL THAT I GOT A FISH YOU YOU
KNOW YOU GOT TO GO THROUGH THAT
CHECKLISTS OF CAUSES OF WHAT
YOU'RE.
EDIT AND THEN COME UP WITH SOME --
SOLUTIONS --
THE END.
YOU KNOW THIS IS.
YOU KNOW WE DID IT BEFORE WE
GAVE YOU MONEY AND THEN THE
SIGNAL.
THINGS TO KEEP IN GOOD GOOD SO
WE WE WANT SOME.
WE'RE NOT GOING TO DO THAT AGAIN
TO SIT AND STAND.
AND WE'RE GONNA GO THROUGH A
PROCESS IS DIFFERENT.
IT IN SO IT'S DEFINITELY A
DIFFERENT LOOK AT EFFICIENCIES
PROCESS IMPROVEMENTS AND OUT OF
THE BOX.
I WAS SECURITY ABSOLUTELY --
SURROUND YOU HAVE ANY FURTHER
COMMENTS --
ACID -- IT
WE'RE WE'RE GOING TO OPEN IT UP
FOR ANY PUBLIC COMMENT ANY
PUBLIC COMMENT HERE IN THE ROOM
THAT WOULD LIKE.
TO ADDRESS THIS COMMITTEE ON THE
SUBJECT.
OF THE DEPARTMENT OF MOTOR
VEHICLES.
I SEE NINETY SURROUND YOU HAVE
ANY CLOSING COMMENTS.
WELL I WANT TO THANK THE
COMMITTEE FOR HOLDING THIS
HEARING AND YOU KNOW I I I'M
VERY MUCH.
I GUESS I'M WALKING OUT OF HERE --
HIM CERTAINLY.
ENCOURAGED BY SOME OF THE THE
WAIT TIME REDUCTION --
DATA AND AS I CONTINUE TO TO BE
CONVINCED THAT.
THE PARTICULAR SPOT IT REQUESTED
A COME BEFORE THE AUDIT
COMMITTEE --
WAS GOING TO SOLVING THESE
PROBLEMS --
BUT THE PROBLEMS THAT EXIST WITH
THE GUYS THE DMV ARE VERY REAL --
I I KNOW THAT THE GOVERNOR'S
AUDIT WILL BE FOCUSING IN ON
THEM AS IT RELATES [inaudible]
TO PERFORMANCE AND AND WAIT
TIMES BUT THE ENORMITY OF THE
CHALLENGES THAT ARE THAT ARE
BEFORE YOU ARE.
CERTAINLY THINGS THAT WE HAVE TO
SPEND SOME VERY SERIOUS TIME
GRAPPLING WITH BOTH.
IN THIS COMMITTEE AND THE
BUDGETS -- I
THINK ASMEMBERS WHO HAVE A DUTY
TO OUR OUR CONSTITUENTS TO ADD
TO TO HELP THEM THROUGH THE THE
CHALLENGES OF WORKING WITH THE
STATE GOVERNMENT.
I'VE I'M HONESTLY YOU COULD THE
CENTER WHICH WE WERE REALLY
PREPARED FOR ALL THOSE FOLKS OUT
THERE WHO JUST AREN'T AWARE OF
THESE --
THESE REQUIREMENTS THAT ARE
THERE ABOUT TO SMACK HIM IN THE
FACE [inaudible]
AND THE THE THE THE THE
LOGISTICAL CHALLENGES OF
REACHING OUT TO AN IN AND AND
BRINGING IN. TWENTY THREE AND A
HALF MILLION PEOPLE --
IS IS IS IS IS ENORMOUS WE
ALREADY HAD SO MUCH PAIN
ASSOCIATED WITH GETTING OUT ONE
POINT FIVE MILLION.
OVER THE COURSE OF THIS YEAR
THEY'RE REAL LADIES AND HERE WE
ARE NOT TALKING ABOUT THE NEED
FOR A MILLION A MONTH --
BY TWO BY THE BY THE OCTOBER
TWENTY TWENTY SO --
SO YES IT'S GOING TO TAKE.
SOME MORE RESOURCES BUT I ALSO
CAN'T ELP BUT THEM INTO THE
ETHICALLY GREE WITH CENTER BELL
THE CHAIR WITH REGARDS TO SOME
OF THE CULTURAL SHIFT AND THE
THE NEED TO HAPPEN --
YOU GET THAT. 30% ABSENTEEISM
RATE UNDER CONTROL --
BE REALLY DEAL WITH THE
TECHNOLOGICAL ISSUES THAT WE
HAVE AT PLAY --
YOU KNOW ZERO IN ON ON A ON A ON
AN EFFECTIVE OUR REACH CAMPAIGN
ASSOCIATE WITH WITH FEDERAL REAL
ID -- DOING
EVERYTHING WE CAN. TO MUCH OF
WHAT YOU'VE DESCRIBED.
RELATING TO REDUCING THE WAIT
TIMES.
AND THEN.
BILLY DOUBLING DOWN ON OTHER
OPTIONS LIKE GOTTA CLUBS AND AND
AND OTHER TYPES OF NO DOUBT
REACH AND MALE ASSOCIATE IT WITH
WITH WITH THIS REALLY
DELIMITATION HAS SO.
I A..
R. M..
CONCERN I'M TELLING ME TALKING
TO SOME FOLKS ABOUT THIS AND AND
I'M VERY INTERESTED IN IN THE
FOLLOW UP HEARING THAT WILL BE
HAVING IN JANUARY.
LOOKING AT OTHER STATES WERE
THEY DOING.
ANDLOOKING AT THE PROGRESS THAT
YOU'RE MAKING IN ADDRESSING ALL
THESE ENORMOUS CHALLENGES.
OKAY THANK YOU CENTER OF JUST A
CLOSING --
THANK YOU I WANT TO THANK TO THE
DEPARTMENT OF MOTOR VEHICLES --
DIRECTOR JEAN XIMO TOLD JANE
THANK YOU.
FOR CONTINUE TO PERSIST AND
WORKING ON THE S. AND YOUR STAFF.
A LOT OF KNOW THAT WE CARE ABOUT
I MEAN WE WANT THEM TO BE
SUCCESSFUL.
AND FOR ME FOR ME --
THIS IS SO WE HAVE UNTIL OCTOBER
WE HAVE SOME DEADLINES WE HAVE
OCTOBER --
TWENTY TWENTY COME IN.
AND WHICH IS ONE OF THE REASONS
I WANT TO START THIS RIGHT AWAY
AND GET GOING ON THE WORK PLAN.
TALK TO YOU IN A COLLABORATIVE
WAY TO SEE WHAT KIND OF THINGS
WE CAN DO --
TO MAKE THE SYSTEM WORK BETTER
NOT JUST SOME WAIT TIMES BUT
ACTUALLY DO WITH THIS THAT WE'RE
GONNA HAVE TO DEAL WITH THIS
OVER THE NEXT TWO YEARS.
ISCARIOT TWO YOU'RE.
A TWO YEAR PERIOD OF TIME THAT
WE'RE GOING.
TO AND OF FINISH THIS SOONER
ACCEPTABLE WAY WITHOUT CAUSING --
OF PROBLEMS FOR OUR CONSTITUENTS
ARE CALIFORNIANS THAT NEED THE
SERVICES OF THE DEPARTMENT OF
MOTOR VEHICLES.
SO -- WE WE
HAVE KIND OF AS I SAID EARLIER
KIND OF RIGHT NOW WE'VE BEEN
TRYING TO COPE WITH THE WITH THE
WAIT TIMES DROPPING HIM DOWN.
DOING OF THOSE SORT OF BUBBLE
GUM BAILING WIRE KIND OF LIKE.
CRISIS MANAGEMENT KIND OF KIND
OF THINGS THAT WE NEED TO DO
RIGHT NOW WHICH WHICH IT WILL
HAVE SOME EFFECT IN IN IN
SOLVING.
OR OR REDUCING THE PROBLEM.
BUT IT LOOKS LIKE TO ME THAT
THERE'S A LOT OF BIGGER KIND OF
BIGGER KIND OF ISSUES THAT HAVE
TO BE --
DEALT WITH --
FAIRLY QUICKLY.
SO THAT BY TWENTY TWENTY OCTOBER
WE CAN HAVE A SUCCESSFUL
CONCLUSION.
OF THIS AND WE'VE WE'VE OUTLINED
SOME OF THE COMMENTS I THINK
IT'S GONNA BE VERY IMPORTANT.
THAT YOU WORK HAND IN HAND WITH
THE LEGISLATURE THAT WE KEEP IN
TOUCH ON A REGULAR BASIS.
ON THE ISSUES RAISED HERE BY
THIS COMMITTEE AND COURSES SO
YOU SIMPLY.
AS WELL --
FROM A PROACTIVE POSITIVE
STANDPOINT TO WORK NOW AND GET
THINGS DONE NOW DAY BY DAY WEEK
BY WEEK. TO THIS --
TO IMPLEMENT SOME OF THE
IMPROVEMENTS THAT WE NEED TO
HAVE.
IN THE DEPARTMENT OF MOTOR
VEHICLES A WORKING DAY BY DAY
WEEK BY WEEK WE WILL WORK WITH
YOU ON THAT.
AND WORK WITH THE THE CURRENT
GOVERNOR THE DEPARTMENT OF
FINANCE YOU AND ALL THE FUTURE
GOVERNOR WHO WHO MADE THAT MIGHT
MIGHT BE SO --
THANK YOU FOR BEING HERE --
OF THIS SESSION IS ADJOURNED