REAL ID Implementation in Virginia

Transcription

1 REAL ID Implementation in Virginia Presentation to the House Appropriations Subcommittee on Transportation Richard D. Holcomb DMV Commissioner January 14, 2019

2 Background REAL ID Act passed by Congress in 2005 and enacted requirements for state-issued driver s licenses and IDs used as federal identification For boarding domestic flights and entering secure federal facilities and military bases Nationwide federal enforcement begins October 1, 2020

3 Preparation for REAL ID Roll-out Updated proof document requirements Required submission of social security numbers (SSNs) for ID applicants Established remote processing initiative Developed new scanning application Established batch SSN verification process with Social Security Administration Integrated with U.S. Passport Verification System Integrated with State-to-State Verification System

4 Preparation for REAL ID Roll-out: Budget DMV prepared a REAL ID budget and staffing proposal for 2018 General Assembly consideration DMV estimated REAL ID would cost $20.7 million, and sought a line of credit and authorization to charge a one-time $10 surcharge on REAL IDs; requested 71 additional classified positions General Assembly authorized a $10.5 million line of credit, the $10 surcharge, and 42 classified positions

5 Preparation for REAL ID Roll-out: Additional Actions With funding in place as of June 2018, DMV completed additional REAL ID preparations: Installed more than 450 document scanners Added ten cameras at eight customer service centers (CSCs) Upgraded bandwidth at 24 CSCs Moved Dealer Center at Tysons Corner CSC to Arlington Metro CSC Began hiring 42 classified and 57 wage REAL ID positions Provided wage staff to CSCs in Southwest Virginia to assist with remote processing work Began public awareness campaign

6 DHS Certification Prior to the October 1, 2018 go-live date, DMV submitted to DHS the required compliance certification package On October 1, 2018, as also required, DMV notified DHS Virginia began issuing REAL IDs On December 10, 2018, DHS certified Virginia as fully compliant

7 REAL ID Roll-out October 1, 2018 Virginians in all parts of the Commonwealth have successfully applied for REAL ID credentials

8 Customer Wait Times Wait times initially rose during REAL ID roll-out. Wait times have generally declined since then and average about 10 minutes more than last year

9 Customer Wait Times Three primary factors are affecting wait times: Increase in customer volumes compared to same time last year Amount of time spent serving REAL ID customers is substantially higher than for standard credentials DMV staffing levels and experience Other factors: increase in vital record issuance and IT system outages

10 REAL ID Expenses and Revenue REAL ID start-up costs - $1.1 million On-going 1 st Quarter expenses - $1 million Revenue from $10 surcharge - $1.11 million With increase in DMV Select transaction volumes, DMV payments to Selects will increase

11 Management of REAL ID Roll-out Next Steps With the technical requirements of REAL ID successfully accomplished as of October 1, 2018, DMV began actively monitoring and managing the ongoing REAL ID roll-out DMV is now undertaking key steps planned as part of roll-out, as well as responding to issues as they arise

12 Management of REAL ID Roll-out Streamlining Processes Process improvements underway that will aid customer flow in CSCs: Expansion of remote processing technology (Jan., March 2019) additional work from urban CSCs will be electronically transferred to CSCs in rural areas for completion Start Anywhere driver s license renewal (Feb. 2019) customers will be able to start their transaction online prior to coming to CSC Best Practices team traveling statewide to identify improvements that can be shared across CSCs (ongoing) Piloting alternative staffing approach for road skills testing (ongoing) Adding Google Pay/Apple Pay at CSCs (April 2019)

13 Management of REAL ID Roll-out Facility Enhancements Planned facility enhancements in 2019: Replacement offices: Fort Lee, Bedford, Manassas Office renovations: Woodbridge, Richmond Central, Fairfax/Westfields, Charlottesville, Alexandria (Tysons Corner CSC renovation completed Dec. 18) Service windows available to serve REAL ID customers will increase by 35 windows

14 Management of REAL ID Roll-out Staffing While hiring/training for new REAL ID positions, full-time employee separations increasing; wage turnover even higher DMV to continue aggressive hiring efforts in early 2019, and continue attempting to address turnover rate Data shows full-time staff needed to address REAL ID volumes

15 Management of REAL ID Roll-out Staffing 2008 General Assembly increased DMV MEL to allow 111 full-time REAL ID positions Since REAL ID not implemented then, 40 of the positions since authorized for other needs including DMV s E-ZPass services and TNC operations With administration support, remaining authorized 71 positions currently being filled for REAL ID

16 Management of REAL ID Roll-out Staffing DMV pursuing creative staffing Recruiting recent retirees to return part-time Offering overtime pay to HQ employees with transaction processing experience to work Saturdays in CSCs Aggressively seeking Virginia-based college students to join agency internship program Strategically resourcing and utilizing DMV Connect teams

17 Management of REAL ID Roll-out Public Awareness Efforts Statewide avoid the rush push in Spring 2019 New brochures for original driver s license applicants to get REAL ID on first DMV visit Targeted outreach to air travelers, stakeholder groups Promoting alternative service options to customers that do not need in-person service Large office signage Increased social media

18 To Get Your REAL ID It s optional Apply in person and pay $10 one-time REAL ID surcharge in addition to standard fee Bring physical documentation of: Identity Legal presence Social Security Number Residency (two documents) Proof of any name changes

19 Richard D. Holcomb DMV Commissioner (804)