29A8DAE9C18D9B11872588C3005BADE2 Hearing Summary CLICS/CLICS2022A/commsumm.nsf PUBLICBILL SUMMARY For DIVISION OF MOTOR VEHICLES UPDATEINTERIM COMMITTEE TRANSPORTATION LEGISLATION REVIEW COMMITTEEDate Sep 20, 2022 Location Old State Library Division of Motor Vehicles Update - Committee Discussion Only Attachment Tag File Name Attachment D http://www2.leg.state.co.us/CLICS/CLICS2022A/commsumm.nsf/0/153528AD1AA8...$File/AttachmentDDMV Presentation.pdf?OpenElement AttachmentDDMV Presentation.pdf 10:41:25 AM Mark Ferrandino, Executive Director representing the Department of Revenue (DOR), Electra Bustle, Senior Director representing the Division of Motor Vehicles (DMV), and Rosalie Johnson, Deputy Senior Director representing DMV, provided an update to the committee (Attachment D). 10:43:38 AM Ms. Bustle introduced division staff, Ben Mitchell, Director of Driver Control; Adam Wilms, Director of Vehicle Services; and Laurie Dagle, Director of Driver Licenses. She provided background about the division's vision and mission, as well as services provided. Ms. Bustle indicated that the focus is on the customer and the division is using technology to work more efficiently. She provided facts about the division, including that the division has: 600 staff members; 36 driver license offices; 50 kiosks in 13 counties for motor vehice transactions; 58 emission stations; and 405 emission inspectors. In 2021 the division collected $1.4 billion in fees and ownership taxes. 10:47:32 AM Ms. Bustle outlined the division's guiding principles and partnerships with counties. 10:49:57 AM Ms. Bustle talked about division accomplishments, including the iconic Colorado credential contest which won an international award, and an improved customer experience with decreased wait times, call center updates to return customer calls, and the use of a chat bot. 10:56:26 AM Ms. Bustle talked about the appointment system, allowing for customers to select a convenient time and for managers to better schedule employees. She indicated that the division is serving the same number of people as they were prior to the COVID-19 pandemic, but wait times have been shortened by one minute. Ms. Bustle said that customers are spending less than 30 minutes in the office and their satiisfaction rate is at 94 percent. She said that the division is exploring customer upload of documents so division employees ensure that all documents for a transaction are at the office and correct. 11:00:52 AM Ms. Bustle shared that the management team has won awards related to commercial driver licenses, innovation, and management. Ms. Bustle talked about at home testing for driver license permits. She touched on the CDL Drone program, which audits commercial driver license (CDL) testing. The drone can detect whether or not safety checks are being performed or testers are providing information after a person fails a test. 11:04:12 AM Ms. Bustle discussed the DMV2Go program which includes vehicles (a recreational vehicle and two sport utility vehicles) that travel to customers. There are three full service stations and handicap access in the recreational vehicle. Ms. Bustle said that the vehicles have traveled to rural communities and customers near the Marshall fire area. The division may expand partnerships to visit schools, nursing communities, homeless individuals, or refugees. 11:07:00 AM Ms. Bustle detailed PockeTalk, a mobile tool that translates 83 different languages to assist non-English speakers. The division is gathering data about the use of the tool and will share the information. 11:08:48 AM Ms. Bustle provided information about the Online Driving Knowledge Test program that provides the written test to drivers at home through the division website. Sixty percent of customers using this method are taking the test outside of hours. 11:10:25 AM Ms. Bustle provided a legislation update. She talked about the types of license plates available, 200 total. She also detailed how license plates are created. 11:18:58 AM Ms. Bustle provided a DRIVES update and indicated that updates will be made in fiscal year 2025. 11:21:18 AM Ms. Bustle talked about the upcoming year, including more work on customer service, updates to systems, digital identification, and safety. DMV2Go will continue to expand and include shelters, jails, and unhoused individuals. She said that digital identification will be available on Apple phones first and that the division is working on E-signatures and the self-service customer portal. She discussed deaths on highways and the connection to licensing. Ms. Bustle talked about more education, including partnerships with the State Patrol and Department of Transportation. 11:26:05 AM Ms. Bustle talked about the division's position vacancy rate, six to fifteen percent, and challenges related to hiring, including that employees staffing the office must be in person. 11:27:00 AM There was a discussion about the implementation of House Bill 22-1254 Vehicle Taxes and Fees Late Registration. Ms. Bustle indicated that programming is underway and will include an education component. She stated that a little over one million people are late in registering their vehicles. 11:31:17 AM Driver testing and special license plates were discussed. 11:35:06 AM License plates for fleet vehicles were discussed, including the committee's Draft Bill 1 Regulation of Motor Vehicle Fleets and the associated fiscal note. 11:39:58 AM The committee took a brief recess.