A long day at the DMV office

Kimberly Smith

Monday, Oct. 4, 1999 | 9:49 a.m.

Six hours and 15 minutes. That's how long I waited Wednesday to get my new car registered at the Department of Motor Vehicles office in Henderson.

Last Wednesday, I asked my bosses if I could take some time to register my car, as my temporary registration was already expired. They were sympathetic, groaned with me and sent me on my way.

Since it only took 45 minutes to get my new Nevada driver's license at the Henderson DMV, I thought maybe that office wouldn't be quite as busy as those in Las Vegas.

When I turned on to American Pacific Drive from Stephanie Road shortly before 11 a.m. I knew I was wrong. Not only were there drivers circling the parking lot like sharks, but cars were parked halfway up the block on American Pacific Drive itself.

I decided I had to take my chances anyway.

Surprisingly only two people were in front of me at the information and number-assigning booth. I was almost gleeful.

I stayed that way until the pleasant man at the booth noticed my temporary liability insurance card had expired the week before. No problem, he said with a smile, just use the pay phone to call your insurance company and have them fax the current one to us.

Two minutes later, I turned away from the pay phone to find that the line had grown by 25 people. And 30 minutes after that, after getting back in line, a different information clerk, one who didn't even attempt a smile, informed me she couldn't leave her station to check the fax machine for my insurance card. She asked me to come back in 20 minutes and assured me I wouldn't have to wait in line.

Twenty minutes later she still couldn't leave the booth, but she was at least nice enough to point out another co-worker who might check the fax machine for me.

Amazingly the insurance company had come through for me and paper in hand, I cut in front of the 35 people now waiting in line for a number. I tried to ignore the loud groans that went up behind me.

When I took my seat at 11:50 a.m. and prepared to read the J.A. Jance book I was smart enough to bring with me, I took note. The digital board showed the clerks who were serving the folks with "G" ticket were serving G289.

I was holding G381.

Around the room, people of every age, race and nationality lined up on chairs along the perimeter. They leaned against walls, sat on chairs in the middle and on the floor playing Legos with their toddlers.

Some, like me, had books. Others were people-watching. The older gentleman sitting next to me was snoring lightly.

One hour later, the G clerks were at G302. They had served 13 people and had a mere 79 more to help before they got to me. I grabbed a lunch from the vending machines and went back to the wait.

As the minutes dragged on, I began talking to the people around me. All seemed well aware of the reason we were doomed to spend the day at the DMV. They knew all about Project Genesis, a new computer system that went into operation Sept. 7 and is supposed to make it easier to get car titles, driver's licenses and other auto-related documents. My fellow waiters had read in the paper and seen on the TV news stories about the computer system's bugs.

Because they had had plenty of forewarning, most seemed merely irritated rather than angry. One man was even able to draw some laughs when, after his number was called, he pumped his fists in the air and yelled "Yes! Yes! Yes!"

Duke Ducasse, a Henderson exterminator who was replacing a stolen driver's license, resorted to reading a motor vehicle handbook even though he didn't have to take a test for his new license.

"I'll be glad when they get this all squared away because it sure is a pain in the butt now," Ducasse said.

By 2 p.m. the G clerks had gotten to G307. I went to talk to Kevin Malone, DMV spokesman.

Malone said the system was running much better than it had been. Instead of working until 9 p.m., the clerks are now leaving at 7 p.m., he said.

"We identified the top priority bugs, those that had the most impact on speed and customer service, and we fixed those," Malone said. "Now we're also doing two program updates per week."

The DMV has also taken care of the bug that caused law enforcement officers to call up garbage on their computer screens instead of driver's license and registration information, Malone said.

With the exception of perhaps one man, Malone said customers have been fairly patient. That one man, he said, became upset when he found out after four hours of waiting that he needed his insurance card.

"He said something along the lines of 'Guess I'll come back with a bomb then,' " Malone said. "When he came back the highway patrol was waiting for him."

Malone said officials hope that the few problems that remain with the program will be worked out by the end of the month.

But for today, the wait was on.

Four o'clock, G359. Twenty-two people to go and I have finished the 373-page book, which I had started that morning.

Twenty minutes later, G369.

Ten minutes later, G375.

Finally, at 4:47 p.m., it was my turn.

The clerk who helped me was very nice -- and she didn't even know I'm a reporter. She made light of the problems with the system and admitted that although she liked the overtime at first, she is getting a little tired of it.

For the most part, she said her customers have been "sweet as pie."

Eighteen minutes and $340 later, after a slight glitch with her printer, the clerk handed me my new registration and plates. Smiling, she explained that she charged me for being only one week late instead of three "just on principles."

As I walked out the door, the security guard was locking it with at least 100 people still waiting inside.

According to the clock it was 5:05 p.m. -- time for me to go home. After all, I had a hard day at work.