REAL ID Implementation in Virginia Presentation to the House - PowerPoint PPT Presentation

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

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

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

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

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

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

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

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

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

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

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

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)

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

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

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

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

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

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

Richard D. Holcomb DMV Commissioner Richard.Holcomb@dmv.virginia.gov (804) 367-6606