Editorial: Computer glitch hits state again

Thursday, Sept. 23, 1999 | 9:39 a.m.

This hasn't been a banner year for state government when it comes to the computer systems of two prominent state agencies. The grandaddy of high-tech headaches is the state Welfare Division's computer system, which would track child support payments and other welfare programs, that is years behind schedule and already $75 million over its initial budget. State welfare officials say progress is being made, but Gov. Kenny Guinn indicated earlier this year that if the system isn't fully operational by October 2000 he may pull the plug on the program.

The latest snafu comes from the state Department of Motor Vehicles and Public Safety, which on Sept. 7 started a new computer system that is supposed to streamline the paperwork for motorists using the agency. Instead what has happened is that thousands of Nevadans have had to endure long lines, sometimes with waits lasting almost all day, as the agency tries to fix unanticipated bugs hampering the speed of the computers. This is more than just an annoyance. As the Sun's Jerry Fink reported Tuesday, delays in many cases have brought to a standstill the processing of vehicle titles, which means car dealers can't finish their sales.

Ironically the DMV in recent years had been earning praise for improving its customer service, reducing long lines and the wait in getting a driver's license or a vehicle registered. But those gains have been damaged as the DMV's reputation has taken a nosedive over the past two weeks.

Something that both the DMV and Welfare computer systems have in common is that they are trying to place in one system a variety of tasks that previously had been handled separately. So it shouldn't be too surprising, then, that these systems have encountered the difficulties they have.

Guinn and state legislators should continue to ride herd to make sure everything possible is being done to fix the problems. While DMV officials deserve the blame, it should be remembered that computer problems aren't isolated to just government. Even businesses -- especially those who have gone through recent mergers -- have experienced nightmares when new computer systems are first introduced.

The wait for those standing in lines is unbearable, but DMV officials said the wait times have been reduced and are gradually improving. The DMV computer system, once fully implemented, sounds promising and ultimately should provider better customer service. For the sake of those still standing in line, let's just hope it doesn't take as long to work out the computer bugs as it is with the Welfare Division.