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DMV customers frustrated by delays related to software bugs and staff learning curve on new system

Delays expected to last two weeks
Posted at 5:46 PM, Aug 09, 2018
and last updated 2018-08-09 21:45:44-04

DENVER -- It's been a frustrating week for drivers trying to get license plates and registration at the Division of Motor Vehicles.

The state upgraded the software system on the license plate side of that operation late last week. Now, some glitches are showing up.

"There are definitely little things that we're finding here and there," said DMV spokeswoman Sarah Werner. "For example, we are aware of a printer issue that is affecting some counties where it takes longer for the print to cue. Obviously, if you're printing lots and lots of documents, that can back things up a bit."

Those glitches, combined with a learning curve necessary for the staff to become efficient on the new system, and the added crush of customers who couldn't conduct business when the offices were closed last week for the switchover, are causing a triple whammy of delays this week.

"I'm waiting two hours to get some temporary tags for my car, which is pretty annoying," said Hanna Bruxvoort, one of the frustrated customers.

Bruxvoort told Denver7 that she was at the same office three weeks ago, and was told to come back because the dealer hadn't provided all the needed information. 

Today, she got back in line with everyone else.

"As soon as I walked in, I could tell something was going on," she said. "There's definitely a kind of negative energy when you walk into the room."

"We know people are frustrated," said Arapahoe County Clerk and Recorder Matt Crane. "We are frustrated too."

Crane said whenever there is a statewide implementation of a new system, delays can be expected.

"When you think about it," he said, "we're going from essentially a Commodore 64 to a MacBook Pro. The System we've been using is 35 years old."

DMV officials expect the delays will last a couple of weeks.

"Once the system is fully running the way we want it to and once people are comfortable with it, we expect those wait times to go down quite a bit," Werner said.

In the meantime, Werner and Crane are encouraging people to use DMV's online service system.

"We have 34 services available on the MyDMV website," Werner said. "You can do a lot of things like renewing you motor vehicle registration, renewing your driver's license, get a duplicate or get registration receipts."

Werner said the good thing about the online system is that it is available 24/7.