I read with great interest your Oct. 31 editorial regarding long lines in Illinois drivers facilities. I appreciate your comments and concerns. I agree that it’s a serious problem, and I am committed to fixing it.
For too many years, the Illinois secretary of state’s driver’s license offices have been associated with slow service and unhappy patrons. I want to change that.
When I took over this office in January, I made it my mission to decrease the long lines and number of frustrated customers at our 136 driver’s license facilities. In fact I personally have visited more than half of these facilities to see for myself the conditions and services provided. Clearly the No. 1 issue that I am resolving now is staffing. Since 1992, the services provided at these facilities increased, yet staffing was reduced.
Your editorial is correct when you stated that the General Assembly included new jobs for our facilities. Since July my office has hired 120 employees, and by mid-November, we will have filled more than 180 new jobs–these new employees will all be working in driving facilities.
I am also working to cross-train all of our employees at each facility. This will allow employees to assist in all areas of the office.
In addition to staffing needs and changes, we are working on other ways to reduce the number of visits customers have to make to our facilities. They are:
– Creating a 10-year driver’s license for drivers 25 though 55 years old with good driving records. Currently these drivers must renew every four years. This will need legislative approval.
– Making a non-expiring senior identification card. This would not only help our office by reducing the number of people who come to renew but also make it easier on seniors.
– Extending hours at the driver’s facilities. We are working with union officials to establish a plan that would increase the number of hours we are open. This way we would be able to serve more customers.
– Providing efficient and expanded service via the mail, telephone and Internet. This effort encourages more customers to use our other services instead of having to visit the facilities.
– Hiring Arthur Anderson to audit our operations. The company is currently reviewing our operations and will submit a plan in which we can make better use of each of our facilities, encouraging efficiency and better serving the public.
