Northern Nevada DMV Service Center. Serving the Washoe County Population

Transcription

1 Northern Nevada DMV Service Center Serving the Washoe County Population 1

2 The Current Standard On Saturday, March 4th, the Reno DMV on Galletti Way opened at 8:00 AM with 430 customers already in line. The capacity of the building is 400, including staff. 2

3 Customers line up ¾ of the way around the building, almost DAILY. 3

4 187, , , , , , , , , ,596 Population of Washoe County 500, , , , , , , , , Washoe County Population 4

5 Population of Washoe County: North vs. South of Interstate 80 North of I-80 30% Washoe County - North of Hwy 80 Washoe County - South of Hwy 80 District 13 63,498 District 13 63,498 District 14 73,708 District ,205 District ,233 South of I-80 70% Total 137,206 Total 321,936 *Using the East/West alignment of Interstate 80 5

6 By the Numbers in 2017 Galletti Way Location Avg. Customer Wait Time (in minutes) 53 Customer Service Windows Available 36 Employees on Location 159 Average Customers Served per Day 893 Total Parking Spaces Available 152 6

7 Lack of Parking Plenty of Problems 1,626 citations issued from September 2015 through February customer vehicles towed in that same time period, at a cost to customers between $188 and $200 each Employees written up for lateness due to insufficient parking Employees feel they cannot leave during lunch, due to concern over losing parking Concern over safety 7

8 Letter to the Editor, Reno-Gazette Journal At 7:15 a.m., the line of individuals requiring service wrapped around the DMV main office. When it opened at 8 a.m., the line inside the building to get in the queue to see a representative extended to almost twice the length of the building with no place to sit if you wanted to stay in the line. After approximately one and a half hours in line, a representative reviewed my renewal paperwork, took my telephone number and told me I would be called. After another one and a half hours I was called and taken care of by a knowledgeable representative. -C. Huth, Reno August 10 th,

9 Changes for Washoe When the Galletti Way location opened in 1979, the population of Washoe County was 187,200. All of Washoe County continues to be served by only one main DMV Facility. Currently, the Sparks location is only for processing CDL transactions. Many CDL customers come to Galletti, only to be turned away, causing frustration and confusion. Expanding Sparks to be full service is not an option, as there are only four service windows and limited parking spaces. 9

10 The Customer Experience Customer Wait Areas and lines are uncomfortably congested Restrooms facilities cannot accommodate customer demand Free Customer WiFi access cannot be provided due to already running at maximum capacity for data/electrical 10

11 Why Galletti Won t Work DMV operates under a 22% funding cap, which prevents us from expanding staffing levels or budgeting for additional costs relating to operating a large second facility, such as Galletti Way. Due to the same 22% cap, during the recession, the previous Reno and Sparks Express Offices were both closed as a result of budget cuts in As stated, building is already operating at maximum capacity for data & electrical infrastructure, unable to resolve without undergoing a major project expansion to include digging up Kietzke Lane. Cannot expand parking as there is no adjacent land available. NDOT owns facilities on 3 sides, and Kietzke Lane runs along the south side of the building. NDOT has expressed strong interest in using the Galletti Way facility 11

12 It s Time To meet the growing demand of the Washoe County population. To provide a more efficient & responsive government. To reduce customer and employee frustration. For a new Northern Nevada DMV Services Center. 12

13 Northern Nevada Services Center Combined DMV, Emissions Lab, and Commercial Driver s License Facility 13

14 A one-stop service center: Reducing confusion and frustration while improving customer experience. 14

15 Location 15-acre property purchased and maintained since 2003 A traffic study was completed in 2012 and will be updated to address new development in the area, as well as, the Veteran s Parkway expansion project Veteran s Parkway expansion project (scheduled for completion in 2017) would provide easy accessibility to new site in minutes; reducing concerns over customer inconvenience 15

16 Background Cost of the project is $42,016,797 Advanced planning & schematic design already completed Delay of project has increased the cost over $10 million further delay equates higher cost NOT General Fund Dollars 88% Highway Funded; 12% Emissions Control Funded Bonded over 30 years 16

17 Parking & Access The new Northern Nevada DMV Service Center would offer enough parking to accommodate the needs of the staff and customers, including over 464 parking spaces for employees and customers Scheduled completion date: March 1,

18 Increasing Capacity & Impact 60 Service Windows available to serve customers Ability to add 12 new windows to accommodate future growth as needed Additional alternative services for outlying areas of Reno/Sparks are under consideration, including: Express location Business service partnerships Additional kiosks Increase restroom facilities to accommodate customers & staff Provide secure access to employee only areas Improved safety and ADA features 18

19 As you can see It s Time. We re Ready. 19