DMV’s Dash Pass brings new headaches

Go to the Nevada Department of Motor Vehicles website, and chances are good it’s the first thing you’ll notice: a pop-up ad for the agency’s new Dash Pass system.

Another click informs you, “Dash Pass is easy! You can get in line from wherever you are by text, phone call or online from your desktop. There is nothing to download.

“We’ll text or call you with an estimated wait time, then keep you up to date as your turn approaches. You don’t have to wait at the DMV office!”

Talk about a welcome breakthrough and a brave new world. With that level of technology going for it, it sounds like those DMV lines will fade to distant memories in no time.

Eventually, perhaps.

But these days Dash Pass is causing as many headaches as it’s curing in busy Southern Nevada DMV offices, agency insiders say. Thanks to the ability of Dash Pass users to adjust their virtual places in line from long-distance, customers arriving in person as early as 1:30 p.m. are being shut out by motor vehicle officials.

As you might imagine, this isn’t sitting well with citizens already in a foul mood from being compelled to make the sojourn the DMV. Taxpayers commonly take off work for the dubious privilege of waiting in those lines. At least one DMV employee says he’s concerned about the possibility of physical altercations breaking out when disgruntled customers get shut out three hours before the building’s official closing time.

“Being able to move yourself back 20 minutes multiple times and rejoining to the front of the line without ever being in the vicinity of a DMV is contributing to a meltdown of DMV services,” one department employee says.

Developed by Pasadena, Calif.-based QLess Inc., and backed by a four-year contract with the state worth $520,000, Dash Pass was rolled out in Nevada at DMV offices in Winnemucca and Reno. Which, in retrospect, might be part of the problem. Southern Nevada DMV offices are far more crowded than their northern counterparts.

DMV employees call that strategy just plain dumb.

“The QLess system is a wonderful, innovative tool — in theory,” a DMV employee says. “… A great system if it operates as planned and admirable of Nevada’s DMV to be willing to make changes to improve service. A great system if you live in Elko or Winnemucca or even Carson City and Reno. But in the greater Las Vegas Valley it is failing. Our population may be too massive for the current system to work. … All the DMV offices have to start cutting off customers and not let them come in. The doors are open, but we do not accept new customers. It’s really irritating the public.”

It’s also raising the question of whether the department’s overtime budget will be able to accommodate the delays.

DMV spokesperson David Fierro says the department is aware of the problem. He acknowledges being able to repeatedly move to the front of the line creates “a domino effect.”

“We’re aware of that problem, and we’re working on it with the vendor,” Fierro says, adding that he appreciates DMV customers have “had some very frustrating experiences. … It’s apparent the system’s not working optimally in Las Vegas yet.”

He also notes high volumes in Southern Nevada “are truly testing the ability of the system.”

DMV employees will tell you Dash Pass is failing the test. “Some call it revolutionary,” its promotional kit touts. “We just call it Dash Pass.”

Some employees behind the DMV counter are calling it overrated garbage — and worse.

One DMV worker suspects the vendor is in over its head.

“This is by far the most complicated environment they’ve tried to put one in,” he says.

Another worker took to Facebook recently and complained, “I used to love my job. So sad that I don’t now due to ‘progress.’ ”

The department deserves credit for its ongoing effort to improve customer service, but it’s time DMV officials acknowledged Las Vegas is a long way from Winnemucca.

John L. Smith’s column appears Sunday, Tuesday, Wednesday, Friday and Saturday. Email him at Smith@reviewjournal.com or call 702-383-0295. Follow him on Twitter @jlnevadasmith.