A bill that would require New Jersey motor vehicle board opening a call center to help drivers navigate the agency’s website and answer questions passed the state Assembly by a 70-1 vote on Monday.
The bipartite measure (A663) would commission the VMC to operate a call center on weekdays between 8:30 a.m. and 4:30 p.m. to help customers navigate the commission’s website and to facilitate the processing of online transactions.
The legislation would also require the proposed call center to be located in New Jersey and provide service in English and Spanish.
“While I commend the MVC for taking steps to make its services more accessible by moving to online transactions, I believe we can do more to support our residents,” said Assemblyman William Moen Jr. ., D-Camden, a co-sponsor. the invoice’s. “The creation of this call center will give residents a valuable tool to rely on when trying to take advantage of the online services provided by the agency.”
In November 2020, the MVC moved over 50% of its transactions to the website to reduce the number of people queuing at auto agencies statewide. Agencies that closed for four months in early 2020 when the coronavirus pandemic arrived in New Jersey reopened on July 7, 2020, to long lines and waits outside the agencies. This has led the MVC to move transactions online to reduce wait times and pre-dawn camping of customers at branches.
The MVC also rolled out an online system in October 2020 for customers to book in-person business appointments at branches.
While the MVC has added more information to help drivers navigate the website, Reaching someone on the call from MVC’s current customer service line has prompted complaints from customers about long wait times, with some posting screenshots of their “wait time” phone on social media.
“It’s not uncommon for users to experience difficulty while navigating the MVC website,” Moen said. “This call center will give those who need extra support someone to help them troubleshoot and complete their online transactions.”
The Assembly bill would also require the MVC to keep and publish quarterly call center performance statistics, including information on call volume, length of individual wait times, purpose of the call and the duration of the calls.
A similar bill in the State Senate is waiting to be heard by the Senate transport committee. Both houses of the state legislature must pass the before it is sent to Governor Phil Murphy for approval or rejection.
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Larry Higgs can be reached at [email protected].