Customer service faulted at motor vehicle division

Customer service faulted at motor vehicle division

HONOLULU (AP) - A city audit has concluded that the Honolulu agency dealing with driver's licenses and state identification cards is lacking in customer service.

The Honolulu Star-Advertiser reports the audit reviewed the Department of Customer Services' Motor Vehicle, Licensing and Permits Division.

Auditor Edwin Young says department managers ignored planned improvements and placed a higher priority on following procedure and completing transactions efficiently than improving customer service.

Customer Services Director Sheri Kajiwara says the department has tried to reduce complaints about long lines and waiting times.

She says efforts have been stymied in part by a state requirement that customers show proof of residency to renew a license.

Former division chief Dennis Kamimura says shortcuts and erroneous processing of transactions would have led to legal liabilities for the city.

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