DMV offices statewide open today as department, vendor strive to resolve computer issues

The Idaho Transportation Department will open all Division of Motor Vehicles driver’s license offices throughout the state today (Monday, December 11).

During the weekend, ITD’s driver’s license vendor, Gemalto, added additional server capacity in an effort to resolve the computer issues.

“We hope this will allow us to find the root cause of the issues we have been experiencing for more than a week now,” said Idaho DMV Administrator Alberto Gonzalez.

Although this isn’t the permanent fix, this may provide relief while ITD and Gemalto identify the long- term solution. Gemalto’s senior technical staff are in Boise and will work with ITD technical and DMV business staff to do everything possible to find a resolution to the issues.

These computer issues do not reside at the counties, but rather with the ITD computer system.

“We understand the frustration of our county driver’s license partners and our customers. We appreciate their patience and collaboration as we work diligently to solve this problem,” said Gonzalez. “Please know this is not the level of service ITD strives to provide. We are equally as frustrated and are doing everything possible to get this issue resolved.”

ITD will issue additional news releases as information becomes available. Also, 6this blog post is also updated regularly and contains a running tally with all the updates the department is providing the public.

ITD computer system stabilizing as technicians address problems affecting driver’s license offices

All DMV Offices are Open

UPDATE: Tuesday, December 12 at 12:45 p.m.

Idaho Division of Motor Vehicle (DMV) offices statewide running normally on Tuesday, December 12 as technicians continue to stabilize the computer system.

The Idaho Transportation Department (ITD) and our vendor, Gemalto, continue to work together to monitor the system and develop a final solution.

“We appreciate the patience from our partner’s at the county offices and our customers,” said DMV Administrator Alberto Gonzalez. “It has made a big difference as we work diligently to fix the problem and determine to cause.”

Continue to check this blog for updates.

UPDATE: Monday, December 11 at 5:00 p.m.

Service throughout the day Monday went well, with minimum delays to processing. All driver’s licenses will be open for business tomorrow.

“We  feel like we are close to finalizing a solution that will take care of the week-long interruptions we have been experiencing,” said DMV Administrator Alberto Gonzalez.

UPDATE: Monday, December 11 at 11:00 a.m.

The Idaho Transportation Department (ITD) opened all county driver’s license offices Monday morning as troubleshooting continues to find the root cause of computer system issues.

ITD is working closely with its card vendor, Gemalto, to monitor the system. So far, transactions have been moving well. Given that a root cause has not yet been found, it is possible as more transactions occur the system will slow down. This has been a symptom of the computer issues.

Today, the department has identified several processes to isolate and test. Customers at the county offices may experience long wait times. ITD appreciates the public’s patience during this time.

“We are exploring all options at this time in order to fix the issue,” said DMV Administrator Alberto Gonzalez. “This level of service is not up to our standards or the standards the citizens of Idaho expect. We apologize for the inconvenience this has caused to the public and out partners in the county offices.”

At this time, there is no estimate when the issues will be resolved.

UPDATE: Sunday, December 10 at 2:48 p.m.

The Idaho Transportation Department will open all Division of Motor Vehicles driver’s license offices throughout the state on Monday, December 11.

During the weekend ITD’s driver’s license vendor, Gemalto, added additional server capacity in an effort to resolve the computer issues.

“We hope this will allow us to find the root cause of the issues we have been experiencing for more than a week now,” said DMV Administrator Alberto Gonzalez.

Although this isn’t the permanent fix, this may provide relief while ITD and Gemalto identify the long term solution. Gemalto’s senior technical staff are in Boise and will work with ITD technical and DMV business staff to do everything possible to find a resolution to our issues.

These computer issues do not reside at the counties. It is the ITD computer system.

“We understand the frustration of our county driver’s license partners and our customers. We appreciate their patience and collaboration as we work diligently to solve this problem,” said Gonzalez. “Please know this is not the level of service ITD strives to provide. We are equally as frustrated and are doing everything possible to get this issue resolved.”

Continue to check this blog for the latest updates and information.

 

UPDATE: Friday, December 8 at 3:32 p.m.

The Idaho Transportation Department (ITD) is allowing county driver’s license offices the option of closing Friday afternoon, effective immediately.

Due to continued computer issues, service at county offices has slowed. This has led more populous locations to experience long wait times. ITD, working hand-in-hand with its card issuing vendor Gemalto, is continuing to troubleshoot the problem. So far, a root cause has not yet been identified.

Following concerns for the safety of county staff members, ITD is allowing offices to close their doors. The department appreciates the public’s patience during this service disruption and deeply apologizes for the inconvenience.

The below counties have notified ITD they are closed for the remainder of business Friday. You can verify by contacting your county directly. Information here.

County offices closed:

Ada
Adams
Bear Lake
Canyon
Cassia
Freemont
Gem
Lemhi
Lewis
Lincoln
Nez Perce
Oneida
Power
Twin Falls
Washington

 

UPDATE: Friday, December 8 at 10:15 a.m.

The Idaho Transportation Department is continuing to investigate the root cause of computer system issues to driver’s license services. All county offices will have service, though long wait times are likely for more populous areas.

ITD has tried to isolate a number of functions to determine the root cause, but this has yet produced results. The service to counties works as expected until a high volume of transactions occur. At that time service dramatically slows, creating a backlog. This causes long wait times in counties processing many transactions.

These computer issues do not reside at the counties. It is the ITD computer system. The department continues to work with its card issuing vendor, Gemalto, and has brought in additional resources to work on this problem.

ITD recognizes and apologizes for the severe inconvenience this prolonged service disruption has caused to the public and county offices. All available resources are being expended to address this situation.

UPDATE: Thursday, December 7 at 5:00 p.m.

The Idaho Transportation Department (ITD) continues to work around the clock to identify and correct issues facing driver’s license computer systems and is keeping county offices open with limited service.

ITD is working closely with its card issuing vendor, Gemalto, and bringing in additional resources to troubleshoot these issues. Several attempts to identify the root cause have proven unsuccessful and further efforts continue.

In order to search for the problem, transactions by the public must be processing. This requires county offices to continue operations. Service during this time may be intermittent and cause delays to customers.

UPDATE: Thursday, December 7 at 12:53 p.m.

ITD is allowing all driver’s license offices to open, including Grangeville. Service speeds have been intermittent throughout the morning. Additional resources have been brought in to troubleshoot the problem.

Technicians are implementing a fix this afternoon. This requires a suspension of service to the counties. The plan is not to close county offices while this fix is implemented.

Some counties may choose to close offices. Such a decision is not made by ITD. The public is urged to postpone visits to their county DMV to renew their license or conduct driver’s training, if possible. Those that visit should expect long wait times.

UPDATE: Wednesday, December 6 at 5:20 p.m.

The Idaho Transportation Department (ITD) will begin Thursday, December 7 with all county driver’s license offices open*, following computer issues that began Monday.

ITD was first able to open offices Wednesday around noon. Initial reports indicate interim fixes are stabilizing the system.

The department is still looking for a root cause to these issues and is advising citizens in heavily populated counties may experience long wait times. Technicians have worked around the clock to identify and fix the computer issues, and will continue to do so until a solution is found.

*Grangeville offices will be closed for a separate, connectivity issue.

UPDATE: Wednesday, December 6 at 12:30 p.m.

The Idaho Transportation Department (ITD) is opening all county driver’s license offices, following computer issues (except Grangeville).

ITD has determined the system is stable enough to allow all offices to operate, however investigation into the root cause of these issues continues. The public is still advised there will be delays at county DMV offices and it is encouraged to postpone a visit if possible.

The computer issues are contained to the ITD system, not county systems. While the root cause is still undetermined, technicians have discovered a high volume of transactions is causing process speeds to slow down dramatically.

ITD will limit the number of transactions each county can process to keep the system running while troubleshooting continues. This may lead to slower-than-normal transactions and delays for customers.

“We apologize to our county partners in the driver’s license offices and to the public for these computer problems,” said DMV Administrator Alberto Gonzalez. “Our team has been working around the clock and will continue to expend all available resources to fix this issue.”

At this time, there is no estimate when the system will be restored to full functionality.

Update: Tuesday, Decmber 5 at 5:42 p.m.

The Idaho Transportation Deparment (ITD) continues to troubleshoot computer problems when issuing driver’s license services.

On Wednesday, ITD will begin the day with driver’s license offices in Ada, Bannock, Canyon, Kootenai, and Twin Falls counties open to the public. All other county driver’s license service offices will remain closed until contacted by ITD.

The five county locations will open in order to identify root causes and test solutions to these problems. Services at these locations are expected to still be slow. The public is urged to plan for delays and postpone a visit if possible.

All county motor vehicle services (titles & registration) will be open to the public and are unaffected by the current computer issues.

The department is utilizing all available technical resources and working closely with its license vendor, Gemalto, to create a fix for this situation. Additional information will be posted when available.

Posted Tuesday, December 5 at 11:21 a.m.

Due to problems with the state’s Division of Motor Vehicle (DMV) computer system, the Idaho Transportation Department (ITD) has closed driver’s licensing offices across Idaho with the exception of Ada and Canyon counties.

There is no estimate of when the offices will be reopened. Registration and titling services are still open across Idaho.

ITD technicians have not yet determined the root cause of the system errors. When business opened Tuesday morning, all systems were functioning. As more county DMV offices came on line across the state and increased the number of transactions, the system slowed down dramatically.

“We apologize for the inconvenience and ask for the public’s patience as we work towards finding a solution,” said DMV Administrator Alberto Gonzalez. “ITD is devoting all available technology resources towards investigating the root of this problem. The department is working hand in hand with its driver’s license vendor, Gemalto, in this effort.”

The transportation department is requesting customers in Ada and Canyon counties to delay renewing their licenses today if possible. While the offices are open, there are long wait times. The two county offices are remaining open to allow the transportation department to test solutions before deploying statewide.

ITD Office of Highway Safety launches SHIFT Idaho engaged-driving campaign

Whether it’s a drive around the block or a trip across the state, there is no shortage of distractions to take your mind off the road. To help Idahoans stay focused on the drive, ITD’s Office of Highway Safety is launching a new engaged-driving program called SHIFT.

The idea behind engaged driving is to create an opportunity for Idahoans to start thinking and talking about what’s appropriate behind the wheel and in the passenger’s seat. SHIFT is a program designed to help share techniques and strategies to reduce distractions and grow driver engagement.

“A distraction is anything that takes your mind away from the road,” said Highway Safety Manager John Tomlinson. “There are obvious distractions and others we may not even recognize – but we all know what it means to be engaged and we really want to highlight those behaviors.”

This approach is based on the concept of Positive Culture Framework, a system that promotes health and safety by building on shared values, beliefs and attitudes.

“Most people in Idaho are doing the right thing,” said Tomlinson. “SHIFT is our opportunity to grow those good behaviors and make our roads safer.”

Unlike traditional highway safety campaigns, SHIFT combines efforts to reach drivers directly through different media with workplace engagement. A pilot program is currently underway to develop a toolkit to help teach employers how to talk to their employees about engaged driving. The pilot sites will test different tools and review workplace distracted driving policies to see what can be done to impact driver behavior.

“We feel the right combination of policy, education and reinforcement at the workplace can help us move the needle,” Tomlinson said. “We really believe this layered approach will help us create safer roads and a safer Idaho.”
To learn more about the program, visit shift-idaho.org

Extension continues use of driver’s license at security checkpoints

Star Card Sample Image

The Department of Homeland Security (DHS) will continue to allow the use of current Idaho driver’s licenses and identification cards at federal security checkpoints, such as courthouses, military bases and airport TSA screenings.

Star Card Logo

DHS is beginning to enforce compliance of minimum security standards for credentials created by the REAL ID Act. The Idaho Transportation Department (ITD) will begin issuing REAL ID-compliant driver’s licenses and identification cards in early 2018. These will be called Star Cards.

Beginning Oct. 1, 2020 DHS will require REAL ID-compliant credentials for security checks. Compliant credentials include a Star Card driver’s license or ID, a passport, or military ID – to name just a few. Between now and the Oct. 1 deadline, Idahoans can continue to use their current Idaho driver’s license or ID at security checks.

Getting a Star Card is not mandatory, but it (or another compliant credential) will be required to get through security at airports, courthouses, and military bases. More information about the Star Card can be found at itd.idaho.gov/starcard.

Obtaining a Star Card will require additional documentation. ITD has developed a helpful “Add the Star” tool online the public can use to find out their options.

For a full list of compliant credentials, visit the TSA website at tsa.gov/travel/security-screening/identification

Idaho weigh-in-motion systems saved trucking industry 33,000 hours and $3.5 million in last year

Weigh-in-motion (WIM) systems like the one installed in February at the Inkom Port of Entry (POE) in southeast Idaho save the trucking industry huge chunks of time and money.

Trucks bypassing the port save an average of five minutes of time per incident, and almost a half a gallon of fuel. This amounts to a savings of about $8.68 per bypass. Commercial trucks using WIM to bypass Idaho ports saved 33,365 hours and more than 16,000 gallons of fuel in the last year.

There are four Idaho locations with WIM. From July 1, 2016 – June 30, 2017, the impact was:

Huetter POE (Northern Idaho): 58,356 vehicle bypasses; savings = $506,530
Lewiston POE (North-Central Idaho): 89,049 vehicle bypasses; savings = $772,945
East Boise POE (Southwest Idaho): 247,378 vehicle bypasses; savings = $2,147,241
Inkom POE (Southeast Idaho): 5,600 vehicle bypasses (June only); savings = $48,608
TOTAL # of BYPASSES = 400,383; SAVINGS = $3.475 million

“These projects are an outstanding example of how the department is meeting its mission to improve safety, mobility and economic opportunity for Idaho and the nation,” Reymundo Rodriguez, DMV Compliance Manager, said.

The system allows commercial trucks that meet state size and weight limits to bypass weigh stations at highway speeds. An estimated 50 to 60 percent of commercial truck traffic will be able to bypass the ports.

Vehicles bypassing Ports of Entry facilities save drivers and companies valuable time on the road, reducing fuel and operating costs while increasing productivity. Vehicles that bypass also benefit the state and everyone who uses the highways by reducing congestion around weigh stations and enabling inspectors at the port to focus their efforts on carriers that demand the most attention.

Gonzalez takes reins as new Idaho DMV Administrator July 2

Alberto Gonzalez, the current DMV Modernization Manager, has been selected as the new Division of Motor Vehicles (DMV) Administrator. His first day will be July 2.

Gonzalez takes over a division of more than 200 people. DMV operates a broad spectrum of services throughout Idaho from headquarters and county staff, as well as Ports of Entry and Motor Vehicle Investigators.

Gonzalez takes over for Alan Frew, who has been DMV Administrator since 2006 but will be retiring July 1.

“I am excited to follow Alan Frew. One of his greatest strengths was the investment in the lives of his employees, and that’s something I want to build on,” said Gonzalez. “Alan also was a champion of great customer service — another legacy we will continue and grow.”

“We had several extremely qualified internal applicants for this position – which speaks to the level of talented individuals we have at ITD,” said Chief Deputy Director Scott Stokes. “We chose Alberto because of his experience in managing operations, developing winning teams, his ability to understand policy and processes that increase customer service and productivity.”

A veteran of managing people and programs, his service includes a great balance in both the public and private sector.  He has 13 years in the private sector and 10 in public service.

Gonzalez said one of the biggest opportunities is further strengthening DMV’s relationship with the counties.

“We need to strengthen the support we provide the counties, including better communication, training, process improvements, system reliability and really build trust with the county offices,” said Gonzalez. “They’re the face of DMV, that’s the relationship we need to improve the most. We need to make it a more unified standard statewide operation – consistent across the state including headquarters.”

Gonzalez will continue to build upon the DMV reorganization that started last year. He said DMV has an opportunity to develop an even more highly skilled work force that can lend customer’s assistance and expertise across the spectrum of business.

“Much of the change that has occurred over the past year is a direct reflection of DMV employee’s ideas and innovations, and their continued engagement is essential as we move the organization forward,” Gonzalez said. “I look forward to working with the DMV employees and learning from them. We have an opportunity to truly be the model government organization that the public and other government agencies look up to, depend on and trust.”

Idahoans saved more lives in 2016

BOISE – Idahoans are typically a kind and giving people. That was reinforced in 2016, as a record number of Idaho citizens chose to save a life.

The simple act of choosing organ donation on their driver’s license or state ID card translated into a significant increase in the number of organs transplanted last year, to 169, up from 113 in 2015. Customers at any county DMV site can select organ donation when completing a driver’s license or ID card transaction, and those accessing the DMV’s online site can choose the yesidaho! website to designate organ donation.

More Idahoans — 64 percent — choose to be organ donors than the national average, which is just 51 percent. There are about 800 people on the waiting list for organ donations in Idaho. There are no transplant centers in the Gem State, so recipients go to Portland, Seattle, Salt Lake City, or Denver for transplants.


Intermountain Donor Services and the Idaho Transportation Department held a press conference Wednesday (Feb. 8) at 10:30 a.m. to discuss what the increase means to those personally affected.


“When we break a record, we typically use numbers to show results. When talking about organ and tissue donation, however, numbers do not paint the whole picture,” said Alex McDonald, public education director at Intermountain Donor Services. “Each organ transplanted means someone has been given a second chance — an opportunity to spend more time with family and friends, to continue working, and to make a difference.”

“Each organ and tissue donor will be deeply missed by family and friends, but is a hero in the lives of those they saved. We have invited a few people to share their stories and provide a broader understanding of what these record-breaking numbers really mean,” he added.

Those sharing their personal stories were:

– Rick Brittell, a heart transplant recipient who recently met his donor family
– Terri Magnuson, a cornea transplant recipient and donor mom
– Jonathan Long, liver transplant recipient
– Stacy McGrew, donor mom
– Dr. Mike Malea, a nephrologist working with patients with kidney disease
– Ed Pemble, DMV Program Manager, ITD

Many people contribute to the success of the organ, eye and tissue donation program in Idaho. First, of course, are the individuals and families who said yes to donation. The employees of the Idaho Transportation Department also make a huge difference in saving lives, providing educational materials and contact information to Idahoans with questions about donation.

For more information or to sign up on the Idaho Donor Registry, log on to www.yesidaho.org