S2922

An Act concerning the New Jersey Motor Vehicle Commission’s customer service at facilities and amending P.L.2003, c.13.

Be It Enacted by the Senate and General Assembly of the State of New Jersey:

1. Section 28 of P.L.2003, c.13 (C.39:2A-28) is amended to read as follows:

28. In addition to any powers and duties otherwise imposed by this act, the administrator shall have general responsibility for the implementation of this act, and shall, without limitation:

a. Perform, exercise, and discharge the functions, powers, and duties of the commission through such offices as may be established by [this act] P.L.2003, c.13 (C.39:2A-1 et seq.) or otherwise by law;

b. Administer and organize the work of the commission in such organizational units, and from time to time alter the plan of organization as deemed expedient, as necessary for the secure, efficient, and effective operation of the commission;

c. Appoint, remove, and fix the compensation of subordinate officers and other personnel employed by the commission in accordance with the commission's table of organization, except as herein otherwise specifically provided;

d. Appoint, remove, and fix the compensation and terms of employment of the deputy administrator, who shall serve in the State unclassified service, in accordance with the commission's table of organization;

e. Organize and maintain an administrative office and employ therein such secretarial, clerical, and other assistants in the commission as the internal operations of the commission may require;

f. Formulate and adopt rules and regulations for the efficient conduct of the work and general administration of the commission,

its officers and employees;

g. Prepare an annual budget, and submit it to the board;

h. Prepare annually, a strategic business plan and submit it to the board, including a facilities improvement and management plan and a table of organization;

i. Institute or cause to be instituted such legal proceedings or processes as may be necessary to properly enforce and give effect to any of the powers or duties of the administrator;

j. Report as the Governor shall from time to time request or as may be required by law;

k. Collect all fees, fines, penalties, surcharges, service charges, and other charges imposed by [this act] P.L.2003, c.13 (C.39:2A-1 et seq.) and the regulations issued pursuant thereto or pursuant to law;

l. Develop and maintain a master list of all assets;

m. Oversee the implementation of the facilities improvement and management plan, in consultation with the State Treasurer; [and]

n. Perform such other functions as may be prescribed in [this act] P.L.2003, c.13 (C.39:2A-1 et seq.) or by any other law or by the board; and

o. Establish, within 60 days following the effective date of P.L. , c. (C. ) (pending before the Legislature as this bill), standards designed to achieve average customer wait times of 30 minutes or less at all commission facilities, and thereafter establish standards designed to achieve average customer wait times of 15 minutes or less at all commission facilities. The chief administrator shall cause the information concerning customer service wait times to annually be made public as required pursuant to section 22 of P.L.2003, c.13 (C.39:2A-22).

(cf: P.L.2007, c.335, s.14)

2. Section 29 of P.L.2003, c.13 (C.39:2A-29) is amended to read as follows:

29. The administrator, and the deputy administrator under the direction of the administrator, shall have as their immediate goal the improvement of the safety and security of the State's motor vehicle licensing, registration, titling, and inspection system and to this end are authorized to:

a. Make technological improvements, including the modernization of software and hardware, the addition of surveillance cameras, alarms, and access systems, and the utilization of biometrics;

b. Increase the number of audit staff, security guards, and other security-related employees;

c. Improve training and monitoring procedures;

d. Utilize document imaging from the field;

e. Integrate the New Jersey title database with the National Motor Vehicle Title Information System;

f. Improve license plate management, including an automated inventory system and reissuance program;

g. Acquire the ability to access State vital statistics data to immediately update driver's license information;

h. Implement additional proofs of identity verification for a non-driver identification card, driver's license, permits, and registrations;

[I.] i. Implement card access systems, clear visibility barriers, and door replacements where needed;

j. Replace the written driver's license knowledge test with an online test;

k. Increase the use of credit or debit cards or any other electronic payment device;

l. Increase the use of scanned documents;

m. Match motor vehicle records with Social Security records to verify Social Security numbers in the motor vehicle database, to the extent allowable; [and]

n. Seek the assistance of the Immigration and Naturalization Service to verify authenticity of motor vehicle applicants and their eligibility for documents; and

o. Develop and establish incentives designed to achieve the average customer wait times established pursuant to subsection o. of section 28 of P.L.2003, c.13 (C.39:2A-28).

(cf: P.L.2003, c.13, s.29)

3. This act shall take effect immediately.

STATEMENT

This bill would require the Chief Administrator of the New Jersey Motor Vehicle Commission to establish, within 60 days of the bill’s effective date, standards designed to achieve average customer wait times of 30 minutes or less at all commission facilities, and thereafter to establish standards designed to achieve average customer wait times of 15 minutes or less. The chief administrator is to annually publish the information concerning customer service wait times as required by current law. The chief administrator is also to develop and establish incentives designed to ultimately achieve average customer wait times of 15 minutes or less.

In areas of the State where the commission has closed facilities over the past few months, customers have faced longer than average, sometimes extraordinary, wait times in recent weeks. The chief administrator should establish standards to ensure that all New Jersey residents receive a stellar level of customer service in doing business with the commission.