Letter for Saturday, January 12, 2019

Virginia’s DMV system an example for Kauai

If you visited our motor vehicle office lately, you will be happy that we now have chairs to sit in while in line. The downside is you sit in one for five minutes, then the line moves forward and you do musical chairs.

The state of Virginia has a DMV system that is working great. The electronic queuing system with a distinct voice affords customers the opportunity to avoid lines and instead sit in chairs to fill out paperwork while waiting to be called to a service window.

DMV uses a state-of-the-art, web-based queuing system that works to best serve all customers as quickly as possible. Transaction type, customer volume and experience of our customer service representatives determine the order in which tickets are called.

As customers wait, they can watch LCD screens in the lobby. Not only can customers see and hear what number is being called, they can view the last few ticket numbers that were called, in case they may have missed hearing their ticket number. If they miss their number, the information desk service representative can place that ticket back into the queue to be called next.

When the system calls a customer’s ticket number, the DMV representative at the service window has the customer’s information displayed on the computer screen when the customer reaches the window. This feature saves the service representative multiple keystrokes and the time it takes to locate the customer’s record.

The web-based system also provides wait-time data that is displayed on DMV’s website. Customers can make a choice that best suits their needs when they can see the estimated wait times in each customer service center.

Bill Smith, Princeville

  1. Jake January 12, 2019 4:35 am Reply

    Bill, really, what you expect on this island?

    The County Government’s organizational chart reads like something from Ancestory.com. County Government positions do not go to the most qualified, most working experience, higher educational accomplishments, work experience off-island,……um,….like,…. no. The island hires “born and raised” and the friends and family here. You know the mantra for Government positions… “hire only locals”….”we must hire locals”. Many put “born and raised on Kauai” as their first bullet on their resume!!

    I could not agree more with you. What you describe allows people to make appointments on-line with your phone. You show up at your appointment time, and someone is ready for you. The screens you mention at the DMV are also linked to your phone….you will get a message on your phone “Ms Smith at booth #4 is ready for you”. None of what you mention would require another brick-and-mortar building or much of any physical changes at the existing office. It would take some grey matter and a sense of urgency for the people that painfully wait in our 20th century process.

    What it requires…….wait for it…….is getting off-island experience here, the most qualified, and getting us in to the 21st century. Apparently, it takes a major crisis to get anything done on this island. The $77M for road improvement on the North Shore, should have been done a quarter of a century ago. Again, no responsibility no accountably from elected officials…….its called “an act of God, that could not be foreseen”. Stop the madness!

  2. Charlie Chimknee January 12, 2019 5:51 am Reply

    Aloha Kakou,

    LIHUE DMV NOW HAS A TICKET SYSTEM, works real well, no need change chairs, and an Express Lane, be sure to read the EXPRÉSS sign.



  3. ruthann jones January 12, 2019 6:06 am Reply

    We have a similar system at DMV where I reside…I even found an employee who smiled at me and greeted me upon arrival! It was a relatively quick process to renew my license.

  4. Debra Kekaualua January 12, 2019 8:56 am Reply

    Perhaps this writer does not know that chairs or technology are best had in Virginia, because the setup we have here is based on a lie and fraud. We Coming.

  5. manawai January 12, 2019 1:09 pm Reply

    I think we’re missing the real point here. If the County acknowledges that the long lines and wait times are unacceptable to the public, why haven’t they expanded the department to add more workers? The need comes from more cars needing registration renewals and more people need license renewals both of which generate additional fees to pay for the departmental expansion. Either that or get robots.

    1. OMG watnow January 23, 2019 9:58 am Reply

      Since Lihue Big Save closed, many years ago, multiple time was mentioned on having DMV and Licensing in that building. With a newer and larger area, the County may increase the employees that will increase public service. How about the County think about Satellite stations. Come On Mayor & County Council, DMV office was built to serve the 1990’s crowd. We need a beeeger DMV and satellite offices.

  6. manongindashadow0711 January 13, 2019 9:11 am Reply

    “Chairs, big deal!” Mayor, activate more workers or the workers in the back office and open more windows. Move the Planning Dept. to the Old Lihue Post Office and utilize that area for more windows for DMV.

    Don’t insult our intelligence, “we still have to wait in a long line!”(seating or standing)

  7. Clark Kent January 14, 2019 7:32 am Reply

    Why did you move here? People that have been here a LONG time stand in that line and although it might take a while, never complain. But “Bill Smith”who is visiting Princeville arrives and the first thing he does is start crying about why Kaua’i isn’t the same as Virginia? Unreal! You know where is just like Virginia? VIRGINIA.
    Nobody is forcing you to live in this terrible place where you have to stand in a line for 30 minutes. Beat it. Oh sorry, I mean aloha

    1. Jake January 16, 2019 3:47 am Reply


      “But, ….but, we’ve always done it this way”………said the Government employee who is at work 40 hours a week and thinks “I am working just because I am away from home”.

      People don’t move here to make it like where they came from,,,,,that is for the illegal immigrants.

      Take the chip off your shoulder…..it’s called Constructive Criticism….look it up if you don’t know what it means. Last I checked, we are in the 21st century. Wasting time is for Elementary School, not as an adult.

Your email address will not be published. Required fields are marked *


By participating in online discussions you acknowledge that you have agreed to the TERMS OF SERVICE. An insightful discussion of ideas and viewpoints is encouraged, but comments must be civil and in good taste, with no personal attacks. If your comments are inappropriate, you may be banned from posting. To report comments that you believe do not follow our guidelines, send us an email.