On The Money: DMV Delays

By Mike Luery

SACRAMENTO (CBS13) -- In California, it's often said that you are what you drive. But thousands of California drivers are stuck in neutral, waiting for their new drivers' licenses to arrive in the mail.

Lisa Rapich-Bivens is one of those drivers. She's been waiting nearly six months for her new high-tech California driver's license to arrive. Since her birthday last October, she's had to use four extensions that were supposed to be temporary. But now, Lisa's been told she must book an appointment to start the process all over again.

Rapich-Bivens told CBS 13, "And at this driver's license picture, I might be smiling, because I'm so frustrated."

And so is Edwin Wells, who's been waiting three months for his new high-tech license.
"Ideally it should only take about 2 weeks max to get your license. But three months, that's ridiculous," Wells told CBS 13.

The new high-tech licenses include enhanced security features -- hidden photos visible only by ultraviolet light and laser-engraved signatures --  designed to combat fraud, but instead they've bred frustration.  Tens of thousands of California drivers are still waiting for their licenses -- and DMV is pointing the finger of blame for the delay on the contractor -- L1 Identity Solutions.

The Connecticut firm has had production problems. Ten percent of the new high-tech licenses have had lamination mistakes or color concerns, creating a big backlog for DMV, where nearly 460, 000 people statewide are still waiting for their permanent licenses.

And as the paper extensions state up front, they don't establish eligibility for voter registration, public benefits or employment, as Alberto Olivares found out the hard way.

"Well I went in for the interview and they put my application on hold, based on the fact that I didn't have a valid picture ID," Olivares told CBS 13.

Olivares did eventually get the job, but told CBS 13 the temporary license made the process more difficult.

DMV declined to be interviewed on camera for this story, but issued this statement to CBS 13:

"The Department of Motor Vehicles acknowledges that production issues have delayed the delivery of the newly-enhanced driver licenses and identification cards to many of our customers. As we continue to work with our contractor, L-1 Identity Solutions to reduce current backlogs, the department wants to assure motorists that any delays in obtaining their new license or ID card will not affect the legality of their driving status. Earlier this year, customers automatically began receiving 90-day temporary licenses on all new and renewal applications. And, it is important to point out that law enforcement and TSA will accept expired licenses with a temporary extensions. The Department apologizes for any inconvenience these delays may have caused California motorists and appreciates your patience as we continue to work to reduce backlogs, and improve upon the issuance of the new California driver licenses and ID cards."

Michael Marando
DMV Public Affairs

DMV's 5-year contract with L-1 Identity Solutions is for five years and $63 million. But DMV has paid nothing so far, saying the company is in breach of the contract. DMV spokesman Michael Marando added by e-mail, "L-1 Identity Solutions has hired an independent consultant to review and analyze the primary problems with the card production factory; increased its quality control staff; and purchased equipment for the DMV to augment its ability to inspect and mail cards. "

Marando noted, "Approximately 692,000 cards have yet to be issued, which has resulted in a 6-8 week delay for those individuals. Overall, the department has, since Oct. 1, 2010, issued more than 3.2 million cards."

But many consumers are experiencing delays much longer than just 6-8 weeks.  Drivers like Lisa Rapich-Bivens say, they don't want apologies, they want results.

"It's a DMV nightmare situation because it just doesn't get resolved," she told CBS 13.

The Department of Motor Vehicles is now offering several options for consumers, to provide more information on their licenses.

On the DMV Web site, in the Important DMV Alerts section DMV has established a live weblink that provides customers with updated production information.

The link contains an email address that goes directly to the Help Desk where they can write if they have applied for a license more than eight weeks ago. The "Help Desk" link on the site goes directly to this address: LODDLIDSP@dmv.ca.gov – Customers should provide the following: full name, date of renewal, and any two of the following: street address, driver license number, or date of birth. Be sure to include a best telephone number or email.

The link also provides a date through which licenses and ID cards have been processed and mailed. This date changes frequently throughout the week, as backlogs decrease.

Customers can also contact DMV by telephone at 866-278-2111 for license-specific inquiries, or, the general customer service number at 800.777.0133.

DMV also actively engages customers on a wide range of issues via Twitter, and drivers can contact them there as well. The Twitter link is located on the front page of the website in the Connect with Us section, located just to the right of the Important DMV Alerts.

In addition to alerting CBS 13 about her problem, consumer Lisa Rapich-Bivens also contacted Senate President Darrell Steinberg. His office contacted CBS 13 today to say the Senate leader is working to assist her and is exploring the DMV licensing problem to see how pervasive it is.

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