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California DMV's Customer Service Slammed In State Audit; Agency Promises Changes


The California Department of Motor Vehicles has two months to come up with a plan to improve how it deals with customers.  Capital Public Radio's Randol White has more on a state audit released yesterday (Wednesday) that finds the DMV has significant weaknesses.

The audit was ordered by former Governor Jerry Brown last September ... after a summer that saw exceptionally long wait times as drivers went to get the new Real ID.

The audit found the DMV was inefficient and ineffective in delivering services ... and found a lot of room for improvement.

While it focused on the Real ID rollout, it showed the department has "significant weaknesses in its underlying governance structure and organizational culture."

Republican Assemblyman Jim Patterson has long been a critic of the DMV and says this audit validates his efforts for changes at the department.

PERSON: "What we have in the audit is now confirmation that it is as bad as the people of California experienced it to be. And, the aspect of this that troubles me is we now have confirmation that the DMV simply does not tell the truth."

Problems with implementing Real ID and also the state's Motor Voter law lead up to the resignation of the DMV's director in December.

The department issued a statement on the audit saying improvements are on the way for both staff and customers.

In Sacramento, I'm Randol White