DMV Picks Up Speed in Customer Service Self-Service Terminals Allow Instant Registration Renewal

Culver City—Like a race car speeding across the finish line, the Department of Motor Vehicles (DMV) unveils the first in a series of Self-Service Terminals this morning, designed to help customers renew their vehicle registrations “DMV FAST.”   Within seconds, the touch-screen machines will print out updated registration cards and license plate tags … no waiting necessary.

Accepting cash, checks, debit or credit cards, the terminals will be found at 12 southern California locations.  They represent the next generation in fast, round-the-clock customer service 24 hours a day, 7 days a week.

“These terminals are a great example of how we can meet Gov. Schwarzenegger’s challenge to apply existing technology to make everyday transactions quick and easy,” Business Transportation and Housing Agency Secretary Sunne Wright McPeak said.  “They provide immediate results without requiring customers to ever set foot inside an office.”

The evolution of these terminals started with a single, self-service kiosk inside the lobby of Sacramento’s DMV office in 2004.  That program’s success led to the development of the newest terminals, which are now part of a pilot project running until November 2006.  They incorporate both English and Spanish language features and will be stationed at DMV offices in:
Costa Mesa, Culver City, El Cajon, Inglewood, Oceanside, San Diego/Clairemont, Santa Monica, Torrance, West Covina, and Whittier

A twelfth terminal will also be found inside the Torrance District Office of the Automobile Club of Southern California (AAA), DMV’s longest-standing business partner.  Since 1911, members have been able to conduct vehicle license transactions in Auto Club offices.  Club members can now process titles and register or re-register their vehicles and boats at designated Auto Club facilities.  Processing four million DMV transactions last year, the Auto Club provides vital services to its customers and offers a valuable alternative to DMV.

“Since we’re second only to DMV in the number of registrations processed every year, we’re always looking for ways to streamline customer service,” said Auto Club CEO Thomas McKernan.  “We continue to review our office operations every year in an effort to increase services to even more Californians.  We’re proud to extend our nearly 100 year partnership with DMV to help drivers in new and innovative ways.”

If customers embrace the terminals, more models could spread to areas outside southern California and to more locations other than DMV offices.

“These terminals have two enormous benefits,” said DMV Director George Valverde.  “Customers who would normally visit an office to renew their registrations now have another convenient way to conduct business, all day, every day.  Plus, serving those customers outside will help speed up the process even more for customers who must conduct their business inside.” 

The terminals will accept both registration renewals and planned non-operation filings for cars, pickups, coach and park trailers, and motorcycles. 

“The introduction of self-service terminals is just one more innovation in what has become a string of DMV successes in our campaign of ‘Driving Change’ toward service any time and on the customers’ terms,” said McPeak. 

Transactions on the DMV Web site have skyrocketed:

• 7 million online registration renewals since 2000, 20-percent of total registrations last year
• 400,000 personalized plates reserved since 2002, 80-percent of total reservations last year
• 700,000 licenses renewed since 2004, renewals this year could double last year’s total

Customers can also go online any time to make office and now drive test appointments, calculate fees and taxes, request refunds, check driving school licenses or ask questions via an automated e-mail response system.  They can also take interactive driver license exams, locate the nearest DMV offices, get information about smog check stations and much, much more at www.dmv.ca.gov.  Customers can now also use ATM/debit cards to pay for transactions in most offices and credit cards are accepted for web-based department business.

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