NJ DMV `In Crisis`

Calling the Division of Motor Vehicles an "organization in crisis," a commission appointed to fix it has recommended a series of steps to address security lapses and customer service breakdowns.

Recommendations include fast-tracking New Jersey's move to a digitized driver's license that is harder to counterfeit. At the same time, driver's license applicants will be required to show two forms of identification, instead of only one, commission members said Wednesday after releasing an interim report containing their recommendations.

The DMV hopes to issue a contract to create the new licenses by February.

W. Cary Edwards, a member of the "Fix DMV" commission and former attorney general who led the last major DMV reform effort, said a more comprehensive overhaul of the agency's structure will be offered in the fall.

But he and other commission members said customer service and security issues must be acted on now.

"I'm taking $850 million (DMV revenues per year) out of my pocket and I'm giving it to the government, and they're only spending one-eighth of that and they're not giving me very good service for it. That has to change," Edwards said.

Customer service improvements are to include additional staffing and performance-based contracts, the commission said. The department may also reopen some now-closed driver testing centers.

Transportation Commissioner Jamie Fox said the improvements would be accomplished within the current DMV budget.

Within a month, the DMV will begin to implement a comprehensive security plan, including placing police officers and surveillance cameras in DMV offices. DMV agents in field offices will undergo background checks by New Jersey State Police and the FBI and agents will be trained in fraud protection.

Fox said current security protections are "haphazard and inadequate," resulting in the state having a reputation nationally for allowing the creation of fraudulent documents and driver's licenses.

Customer service improvements should be evident within six months to a year, the commission said.

"DMV and the agencies that serve the public have been neglected for a long time. The neglect shows in every way," said DMV Director Diane M. Legreide.

The DMV also hopes to expand the services it provides over the Internet, and will establish an "E-DMV" task force to study how to make the agency more Internet-friendly.

More comprehensive issues, such as funding, the agency's structure, and its place in state government will be addressed in the fall. Edwards said the structural changes will take two to three years to be successful.

Fox said last month that the changes might include the state ending an agreement that put many motor vehicle services into the hands of private industry.

Gov. James E. McGreevey formed the commission to examine the DMV's problems in February. Members include Fox and current and former state officials.

Article continues below

---

advertisement

---

Author: 6 ABC-AP