Big changes at the DMV

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Some summertime relief may be in store for state Division of Motor Vehicles offices. Gov. Sanford has promised to shorten DMV lines through several reforms, including online registration, greeters at some offices and Saturday office hours at a few of the busiest DMV offices, including the one on Laurens Road.

Sanford also recently had larger offices remove phones from the counters so clerks won't be interrupted while helping customers in the office. That may help lines move more quickly, although customers calling the DMV may have to be content with leaving a message at the beep.

In addition, Sanford will require each office to be graded on customer satisfaction. The governor closed DMV offices on May 28 to bring all DMV employees to Columbia for a day focused on improving customer service. Greeters at 39 of 68 offices will be able to check paperwork and identification of people entering the office. Most greeter stations also will have eye-testing machines. Meanwhile, motorists will be able to renew driver's licenses online by the end of this month.

Sanford's gestures are well-meaning, although it's uncertain how effective they will be in helping to alleviate overcrowded DMV offices. It's certainly a good idea to have Saturday office hours at six DMV offices statewide. The plan will cost the DMV $150,000, although a spokeswoman was unsure how the agency is funding the plan.

Sanford also has two ideas for saving money in the future: He wants DMV staff to maintain the agency's massive computer system, rather than contracting with an outside agency, and he plans to have prison inmates handle janitorial work at DMV offices. Both measures eventually could save $2.5 million annually.

Certainly Sanford should be commended for trying to instill DMV employees with a customer-focused mentality. But Sanford and the Legislature have sidestepped the important issue of worker pay, which leads to high turnover in the agency. DMV employees are among the lowest-paid in state government. Almost one-fourth of workers quit every year for higher-paying jobs. Sanford wants a well-trained, efficient and customer-friendly DMV staff, but it's hard to maintain such a work force when 25 percent of workers are leaving every year.

The Legislature also proposed changes that Sanford approved. One change made the DMV a cabinet-level agency, making the head of the department accountable directly to the governor. Another will extend driver's licenses from five years to 10 years.

To many South Carolinians, the DMV, with its long lines, is a high-profile example of a state agency that doesn't seem to work well. Sanford and the Legislature certainly are changing things, and state residents surely will be grateful if these reforms improve both efficiency and public safety.