ST. PAUL, MN –Today Senator Scott Newman (R- Hutchinson), Representative Steve Elkins (D- Bloomington), and Representative John Petersburg (R- Waseca) joined Rick King, chair of the Independent Expert Review (IER) authorized to examine Driver and Vehicle Services (DVS) gathered to discuss the report’s findings.

After closing all 93 stations in response to COVID in March of 2019, only 15 were reopened two months later. The limited access especially impacted Greater Minnesota residents who drove significant distances to complete services. The IER was approved by the legislature in June of 2021 to examine the MNDRIVE system and respond to drastic changes made by the Department of Public Safety in response to the pandemic. Along with the report, the legislature approved spending more than $5 million to reopen every service station in the state.

“Nearly every person has to deal with DVS at some point, whether it’s a driver’s license, car tab renewal, or a state-issued ID,” said Newman. “I want to make that experience as seamless and stress-free as possible. The recommendations in this report are a starting point toward improving the experience, not only for the customers but also for the dedicated staff who handle these transactions.”

“We know that Minnesotans are frustrated with their visits to driver’s stations. We are committed ensuring DVS changes to improve your experience with Deputy Registrars. Reducing the number of visits and extending the time between renewals will help clear backlogs, maintain affordability and investments, and give Minnesotans the experience and service they deserve,” Newman concluded. 

“Customer focus comes through in almost every page of the report. We weren’t taking it from the points of the view of the department, the point of view of the legislature, or anything else other than the customer,” King said. He explained stakeholders weighed in extensively, including the agencies and their departments, Minnesota Auto Dealers Association, Fast Enterprises (a software developer), and the Office of the Legislative Auditor. King said in addition to the pandemic, the MNLARS software issues and roll out of REAL ID led to exhaustion by the people who make up the ecosystem of drivers and vehicle services. King is the expert who spearheaded the review of the failed MNLARS program and recommended it be scrapped and replaced with new software in 2019.

The report includes five recommendations for Deputy Registrars, 12 recommendations for Exam Stations, and 31 recommendations for DVS. 

Recommendation highlights from the IER: 

Deputy Registrars

• Encourage all Deputy Registrars to become or remain Full-Service
• Amend Minnesota law to allow customer service by phone
• Increase filing fee for driver’s license applications 

Exam Stations

• The IER recommends DVS maintain 40-50 exam stations for the state
• Track pass/fail rates for certified driving schools and explore methods to reduce exam retakes
• Eliminate the knowledge test for out-of-state drivers and utilize certified third-party for knowledge and road test
• Extend Class-D licenses from four year to eight years
• Continue to fulfill the Office of Legislative Auditor recommendations from 2021

DVS recommendations: 

• Implement data and reporting for customer-centric decision making
• Staffing review to utilize technology and implement performance standards to meet Minnesotan’s needs
• Implement a performance scorecard to monitor user experience and deliver consistently positive experiences
• Fund fulfillment some expenses based on the number of transactions, rather than from a general operating budget
• Identify uses for kiosks to some transitions, amend Minnesota law to allow for online applications for replacement Class-D licenses, expand the use of pre-applications to all possible areas and consider making it mandatory, automate as many transactions as possible
• Amend Minnesota law to allow for digital artifacts rather than physical artifacts where applicable
• Amend Minnesota law to clarify accessing records to resolve an issue is permissible even without a transaction