2022 Report of the Cost of Government Commission

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ADDITIONAL CONSIDERATIONS Vehicle Registration and Licensing (VRL) RECOMMENDATIONS: 1. Clarify web site information regarding renewal of REAL ID Gold Star driver's licenses 2. Consider new IT position 3. Evaluate increase in vehicle registration fees EVALUATION: Repeat documentation is not required for driver license renewal if the information is the same as provided in -person during a previous issuance of a REAL ID Gold Star Hawai `i driver's license. VRL staff are supposed to accept REAL ID licenses if there are no changes. New or additional documents will be required if there is a difference in names or other key data since the REAL ID was issued. New photos are still required, and applicants are advised to bring confirming documents just in case. This procedure should be clarified on the County's website. VRL had (as of late August) 9 vacancies in Kona (1-5 year turnover), 2 in Hilo. This, combined with vacation and sick leave, creates delays and limited response to public inquiries. Difficult to hire new employees. Need dedicated phone answerers, greeters. Main concern - website changes are difficult, time consuming for staff, lack of training, and knowledge. IT helps as much as possible, but a designated IT specialist in VRL would improve public service. Hawaii County fees are lowest in the State. Vehicle registration fees could be raised. ADDITIONAL INFORMATION: Nation-wide security rules resulting from the 9/11 attack require permanent driver's license issuing facilities to have special area access security and equipment which would be too costly to upgrade Hawaii County offices. County instead issues temporary licenses, then all applications, tests, documents and photos taken by the County are scanned and electronically "uploaded" to a server. Permanent licenses are then processed and mailed directly to applicants. Licenses can be renewed only by mail following procedures on the County's web site if a medical report and certificate of eye exam is provided in lieu of testing at a County facility. A new State -to -State system is coming soon to improve and expedite data exchange and minimize duplication. 32 2022 Cost of Govemment Commission —County of Hawai'i - Final Report