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29A8DAE9C18D9B11872588C3005BADE2 Hearing Summary




PUBLIC
BILL SUMMARY For DIVISION OF MOTOR VEHICLES UPDATE

INTERIM COMMITTEE  TRANSPORTATION LEGISLATION REVIEW COMMITTEE
Date Sep 20, 2022      
Location Old State Library



Division of Motor Vehicles Update - Committee Discussion Only


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.






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