DMV Computer upgrade will slow lines

Jerry Fink and Cy Ryan

Tuesday, Aug. 31, 1999 | 11:21 a.m.

The following temporary changes in hours have been announced:

To make the trip easier, the DMV suggests:

The Nevada Department of Motor Vehicles and Public Safety is yanking the welcome mats from its offices around the valley as a new computer system goes on line this morning.

Customers who need to register their cars or have other business to conduct with the department are being urged to use the mail instead of appearing in person from now through October.

"We don't have a backlog in renewal by mail," DMV spokesman Kevin Malone said. "Those who register by mail should not have any problems."

It's those who try to conduct business in person who are likely to experience firsthand the frustration of Project Genesis, a $34 million computer upgrading project that began in 1996 and is scheduled to be fully operational by 2003.

"It's an entirely new computer system, completely different from the older one," Malone said. "Every technician has been through two or more classes, but it is still so complicated and different they simply are not going to be used to it."

The system combines the vehicle registration and the driver's license computer functions into a single unit.

No longer will a motorist have to go from one line to another to take care of business. A single clerk will handle all transactions.

"The new system will ultimately offer Nevadans the best DMV service anywhere," project leader Donna West said.

Malone noted the process of getting there will be frustrating for staff as well as customers for the immediate future.

In addition to delays caused by staff still learning to use the system, Malone said, the department expected some bugs when the new program went on line this morning.

"We know it's going to be slow," says Kim Evans, public information officer for the department. "But we hope to get it up to speed quickly."

While offices won't be closed, hours will be cut back at many as staff members continue to learn the system.

Employees will be able to come in this weekend to practice on their own and will be paid overtime. In addition, computer experts will be on hand in every office to help solve problems next week.

Still, for customers at DMV offices, a longer wait is nothing to look forward to. Angie Robertson waited for more than 30 minutes Monday afternoon in a snake-like line to get her car registered at the Flamingo DMV. That was enough for her. She said wouldn't want to wait in longer lines while the computer system is brought on line.

"There are just so many drivers in the valley, and I can't imagine these lines getting longer and moving slower," Robertson said as she reached the front of the line. "I'm glad I'm here today and not in the longer lines.

"I hope the new computers can speed up the process, but to me it looks like they need more people working here."

Genesis was supposed to start twice in August but was delayed until Sept. 7. And in what may be a bad omen, the old computer system of the driver's license division crashed Monday for three hours. Customers who wanted to renew their licenses were sent away, Evans said. That system is not tied to Genesis.

It has been difficult to get the workers trained while still taking care of regular business, DMV deputy director Ginnie Lewis said.

On average about 5,600 transactions are completed daily at the valley's four locations -- about 1,400 at each site, Malone said.

"And that doesn't count the transactions not completed, those who just come in to pick up a form or are turned away for one reason or another," Malone said. "The actual body count is much higher than 5,600."

Malone said there is a lot of "growing pain" with the new computer system.

"But it's no pain, no gain," he said. "When the system is working properly, you will see next to no lines in any of the DMV offices."

Once the bugs are worked out, the department will "add all the bells and whistles," Malone said.

Malone said future plans include digital driver's licenses, Internet transactions and perhaps even registering cars at dealers or smog emission stations.

According to projections, the project should pay for itself by the middle of 2007. "It will save $173 million by the year 2015," Malone said.

Malone said he doesn't know if law enforcement agencies will be any more lenient about writing tickets to motorists who are late in registering their vehicles.

The DMV plans to put out a bulletin asking for leniency, but as of Monday the Highway Patrol had no plans to offer it.

"We will continue to do what we are doing," Nevada Highway Patrol spokesman Scott Flabi said. "If we stop somebody and run a registration check and it comes back expired, then we will take appropriate action."

Vern Gates, who waited about 10 minutes to get his car registered at the Flamingo DMV on Monday, said he would try some of the alternate services to avoid lines, but wasn't sure how effective they will be.

"I've heard a lot of bad stories about people sending in for registrations or renewals through the mail," Gates said. "I know people that have waited months to get it back and in the meantime they are getting tickets."

Reporter

Jace Radke contributed to this report.