DMV boss solves Real ID applicant’s problem

Roy Mize was angrily tinkering around his Mountain View home late Saturday afternoon when he got a surprising call from Jean Shiomoto, the head of California’s besieged Department of Motor Vehicles.

Earlier in the day Mize was not allowed to enter the NASA Ames Research Lab at Moffett Field because he didn’t have a Real ID, one of perhaps thousands in the state caught in the DMV’s struggles to get the new state license out to drivers. He has been waiting for the license since he first applied in January.

He fired off an email to the DMV and it landed at the desk of Shiomoto, one of 289 employees, including from DMV headquarters, ordered to help out on Saturdays to ease the wait of customers.

“In the past, I have contacted some customers, however I don’t keep a count,” Shiomoto said. “I get emails from customers which I normally forward to the appropriate staff to research the issue and follow up with the customer in real time. The reaction is positive that they were contacted and the issue resolved.”

Positive? Try ecstatic in Mize’s case.

“I received the kind of response that I hope every California citizen would get from someone in the DMV if they have a real DMV problem,” Mize said. “The director called me and said they had reviewed my application and indeed, the wrong document had been sent. She stated that a new card would be processed and mailed on Monday. And I wouldn’t be charged for the mistake.

“Her call was unexpected, but she noted that the DMV is working Saturdays to try to alleviate the many DMV problems. That is why she responded so quickly. I prefer to believe that Ms. Shiomoto is the kind of public servant we all want: conscientious, timely and direct.”

And busy. She has ordered 60 offices to be staffed on Saturdays and morning hours extended to 7 a.m. at 14 offices weekdays.

And at least some people aren’t waiting too long.

Sushil Patel of San Jose booked an appointment one recent Saturday at the Santa Teresa DMV. He was in and out in 45 minutes.

“Smooth from A to Z,” he said. “Everybody was working hard and efficiently, with smiles. Kudos to DMV-Santa Teresa.”

For more information on all online DMV services, go to www.dmv. ca.gov/portal/dmv.