Earlier this year, I renewed my two-year driver’s license. When I arrived, I had to wait about 10 minutes for the check-in clerk to review my documents. I was given a number and joined about 15 people waiting for various DMV items. I then waited for two hours before my number was called. Upon being called, it took about 15 minutes to renew my license. Sounds great except for the two-hour wait for me. For others, one problem was the documents required, many did not have the exact paperwork and had to go get it and come back again causing double time for the reviewing clerk.
At approximately 1 p.m., the head clerk came out and told all the people in line they had better leave as there wasn’t time to process them before the end of the work day so they were closing the check-in kiosk. I asked how long people would have to wait who were here and had numbers already. Her answer was up to four hours. This is inexcusable.
Part of the delay was only two clerks were working driver’s licenses and with breaks and lunches, many times only one was working. Another part of the problem is with a two-year license period for seniors, they are back taking up space every two years along with new licenses and regular renewals, doubling up time taken by the DMV clerks.
I asked why we needed to bring documentation every time we renewed instead of only when information changed, and was told it was to match the federal law – upon checking that law, the evidence of the necessary documents is only once every 16 years, not every two years as our state requires.
I checked with other states on requirements for senior renewals. They are as follows:
* California, over 70 years old, five years no special requirements;
* Washington state, no requirement for age;
* Arizona, over 60 years old, five years no other requirements;
* Oregon seniors, licenses eight years only requirement is they must appear in person.
In a couple of the states mentioned above they can renew online or by mail.
Is Hawaii not able to learn from other organizations on what works? Copying any of the above would certainly reduce the wait time without causing any additional costs to the DMV. Isn’t it about time we found ways to reduce inefficiency in our government processes and stop wasting the time of our residents? For those who must work for a living this is not only a costly, time-consuming waste of their hours but also a total frustration in the way our government operates.
Carla M. Brown is a resident of Kailua-Kona
