DMV alert: Slower times dead ahead

Customers at the Kootenai County Department of Motor Vehicles licensing and registration office should prepare for longer wait times later this month.

Delays will begin March 16 and last about two weeks, as all 22 DMV employees in Coeur d’Alene and Post Falls participate in software training.

In early August 2018, DMVs throughout the state launched the GEM Modernization effort, replacing a 40-year-old antiquated computer system in driver’s licensing offices. The software failed, prompting the Idaho Transportation Department to intervene. ITD now operates the system, not a third-party provider, according to Kootenai County DMV office manager Holly Thompson.

The DMV plans to launch the updated GEM software program for the vehicle registration department June 15.

Thompson expects some additional delays in June as employees work through launching the program.

“This training is a necessary part of the process,” said Chief Deputy Assessor Joe Johns. “Having some longer wait times over the next few weeks will be unavoidable.”

The county did its best to schedule the training during the slowest time of the year. Customers are encouraged to make alternate arrangements or be prepared for longer waiting times.

“If we had our Memorial Day rush hit us in mid-March, it would be a tsunami coming when we’re just in a little rowboat,” Johns said.

Anyone who must visit the DMV office over the next few weeks is encouraged to use the QLESS system to schedule their appointment in advance. The app can be downloaded on any mobile device or an appointment can be made on the internet by visiting the county’s website at https://www.kcgov.us/206/Vehicle-Licensing-Division.

Sandy and Rick Paiva of Athol used the app to schedule an appointment at the DMV on Tuesday. Inside the vehicle registration office, a row of chairs sat empty as customers chatted with clerks after gathering up their paperwork.

The Paivas praised the QLESS app, saying it alerted them when there was no wait time at the DMV. They popped over between other errands and left the DMV with updated registration in hand. The couple moved to Idaho from California, where wait times at the DMV, even with an appointment, often teetered on several hours.

Thompson wants DMV visitors to familiarize themselves with the app. She hopes they’ll continue to schedule their visit to the DMV online for shorter wait times for everyone.

“What we do know is that no matter what, whether the line is short or long, we’re going to give the customers the best service we have available,” Johns said.