Editorial: Suffering in DMV’s long lines

Tuesday, May 16, 2000 | 9:18 a.m.

Richard Kirkland, the incoming director of Nevada's Department of Motor Vehicles and Public Safety, pledges that he won't settle for the status quo. For Southern Nevadans, who have had to endure exceptionally long lines, that is an encouraging thought. But Kirkland, who will step down later this month as Washoe County sheriff to take the DMV job, will have to excuse Southern Nevadans' skepticism until they actually see more improvements.

Those notoriously long lines at the DMV have eased somewhat since some of the bugs have been worked out in a new computer system, but the waiting time to get service still can be insufferable. As the Sun's Adrienne Packer reported Friday, the wait at DMV offices can last several hours. Meanwhile, some DMV employees contend the new computer system continues to take them an extraordinarily long time to complete transactions for customers.

The obvious key to reducing waiting times is finding ways for motorists to register without actually having to show up in person at local DMV offices. One method, which the DMV started on a trial basis two weeks ago, is to allow people to register via the Internet. Another option recently implemented as a test-pilot project is to allow people to register at smog check stations. Kirkland also may want to take a look at Florida, a state that implemented a virtual DMV-on-wheels, sending out vehicles to large businesses, shopping centers and high schools, allowing individuals to register their vehicles away from the state offices.

Most states, at one time or another, have had their own DMV nightmares. But other states have shown that these troubles can be reduced -- once state officials place the interests of the customer first. Kirkland should talk directly with customers and employees -- even making frequent, unannounced visits to DMV offices, and standing in line with frustrated customers themselves. A hands-on administration will help Kirkland in what promises to be a difficult assignment.