A Department of Motor Vehicles office in San Jose.

Jennifer Hodges/KCBS Radio

Changes Announced For Beleaguered State DMV

July 23, 2019 - 12:19 pm

California's DMV will begin accepting credit card payments, upgrading its website and improving instructions on how to obtain a Real ID as part of an effort to improve customer service. 

The reforms to boost the Department of Motor Vehicles' performance come from a report released Tuesday and presented by Gov. Gavin Newsom

The DMV's problems burst into view last summer when there was a surge in residents applying for Real IDs, which will be needed to board flights in October 2020. Wait times at DMV offices crept past two hours in many cases. 

Related: California's Real ID Problem Can Be Fixed Through Mail, DMV Says

The report called for the DMV to open remote kiosks where customers can handle business to relieve pressure on crowded field offices. 

"We don't want to just pave over the old cow path," Newsom said at a press conference about the range of ideas. "We just want to get it right. It's a different approach. We're not going big at first. We want to go small and build on successes."

Newsom also named Steve Gordon as the new director of the motor vehicles department. Gordon previously worked for a consulting firm focused on improving processes at business.