Frustration grows as computer problems continue

Robert Macy

Thursday, Sept. 23, 1999 | 12:04 p.m.

The official name is Genesis. But harried Nevadans dealing with the monumental glitches in the Department of Motor Vehicles' new $35 million computer system say "genocide" is more appropriate.

Las Vegans who once whined about standing in line two hours to obtain a car tag or driver's license are now yearning for the good old days, languishing in line seven hours or more for the same services.

Meanwhile, the much-maligned DMV continued to limp along this week, trying to eradicate bugs from a computer system designed to bring Nevada into the 21st century.

Genesis was the name given the project. But some workers who have requested anonymity say the project is known as "genocide" within the beleaguered agency.

"Disgraceful" is the way Kathleen McCarren put it Wednesday as she stood in line with more than 200 frustrated motorists at the DMV's West Flamingo branch.

McCarren, 70, recently moved to Las Vegas from Lodi, Calif. She feared she'd have to wait in line six hours to register her car and obtain a driver's license. She ended up waiting seven hours for procedures that normally take an hour or so.

"They should serve hot lunches," said Elliot Geis, 63, formerly of Temecula, Calif. "I think it's terrible."

A lone security guard who declined to give his name worked the line, trying to answer questions. Customers fumed because only eight of the 17 work stations were staffed.

At one point a fire alarm system went off, sending a shrill, ear-piercing wail through the crowded building. Grumbling customers shook their heads and stuck fingers in their ears. The alarm was silenced after a shattering 10 minutes, drawing cheers from the frustrated crowd.

The security guard, his badge turned inward so his name couldn't be read, moved through the crowd shouting the alarm was just being tested.

Signs on the walls read "Please Be Patient," "Next Time, Renew by Mail" and "Welcome to Our New World."

Outside, Richard Dickson, 58, waited in a light drizzle to obtain a license tag for a new boat. He suggested the DMV give customers a slip with a 30-day extension until some of the computer glitches are resolved.

"I think they should cut people some slack, but that's probably asking too much for the DMV," Dickson complained.

He left 4 1/2 hours later, tag in hand.

Julianna Stewart, 21, a lifelong resident of Las Vegas, stopped by the DMV at 6:50 a.m. Saturday to get license plates and a new driver's license. She left empty-handed after encountering a line of more than 200 people winding around the building.

Employees tired of taking heat are suggesting motorists call Gov. Kenny Guinn's office.

They are.

The governor's office "is getting flooded with calls," spokesman Jack Finn said Wednesday.

Guinn is monitoring the problem and being briefed on the situation daily, Finn said.

"Pulling the plug on Genesis is not an option at this point," Finn said. "No other magical solutions have materialized, but our eyes and ears are open. In the meantime we just continue to make progress. We're begging for people's patience and hope that we can look back on this in a few weeks and see a dramatic improvement."

Kevin Malone, public information officer for the DMV, agreed with Finn's spin.

"It will get better and better and better," Malone said. "There's light at the end of the tunnel."

The agency is dealing with two major issues, Malone said.

First is a computer system that DMV workers began learning in April. In retrospect, he thinks the agency might have been wise to push the start of Genesis back from the Sept. 7 launch date, but "there's no point in going back."

Second, the agency issued a lot of 10-day permits and line passes when the problems began, and is now having to cope with the backlog.

Scrapping Genesis is not an option, Malone said.

"It would create a ridiculous database problem. The computer system is up and running so why would we want to go back?"

And Genesis is needed "to bring the DMV into the 21st century," Malone said, noting the predecessor system dates to 1972.

The new system, sans current bugs, will allow motorists to get license renewals at smog stations, over the Internet and by telephone.

The DMV handles some 131,000 vehicle registration renewals and 10,000 new vehicle registrations monthly. And it handles 6,000 new drivers licenses and 30,000 license renewals per month, about 65 percent of them from Southern Nevada.