Bill Text: NJ A5146 | 2026-2027 | Regular Session | Introduced
Bill Title: Reforms certain MVC procedures.
Sponsorship: Partisan Bill (Republican 1)
Status: (Introduced) 2026-05-28 - Introduced, Referred to Assembly Transportation and Independent Authorities Committee [A5146 Detail]
Download: New_Jersey-2026-A5146-Introduced.html
Sponsored by:
Assemblywoman AURA K. DUNN
District 25 (Morris and Passaic)
SYNOPSIS
Reforms certain MVC procedures.
CURRENT VERSION OF TEXT
As introduced.
An Act reforming certain procedures at New Jersey Motor Vehicle Commission agencies, supplementing Title 39 of the Revised Statutes, and amending P.L.2003, c.13.
Be It Enacted by the Senate and General Assembly of the State of New Jersey:
1. (New section) As used in sections 1 through 4 of P.L. , c. (C. through C. ) (pending before the Legislature as this bill):
"Chief administrator" means the Chief Administrator of the New Jersey Motor Vehicle Commission.
"Commission" means the New Jersey Motor Vehicle Commission.
"Mobile customer service unit" means a New Jersey Motor Vehicle Commission vehicle that travels to public locations throughout the State to provide vehicle and licensing services.
"Vehicle and licensing services" means and includes processing applications for: a change of address; a basic driver's license; an identification card; a REAL ID license or a REAL ID identification card, as those terms are defined in R.S.39:1-1; a driver's license renewal; a driver's license replacement; vehicle registration; a disability placard; a motor vehicle certificate of ownership; and voter registration.
2. (New section) a. The commission shall deploy at least one mobile customer service unit in each congressional district in the State. In addition to the minimum number of mobile customer service units deployed in each congressional district, the commission shall prioritize expanding the availability of and access to mobile customer service units:
(1) in counties where individuals have limited access to commission agency locations due to:
(a) a lack of, or limited access to, public transportation; or
(b) limited appointment availability at the commission agency locations in the county;
(2) at senior centers;
(3) at facilities that primarily provide services for veterans; and
(4) at community colleges.
b. The commission shall collect quarterly data relating to the performance of the mobile customer service units deployed in each congressional district, including, but not limited to:
(1) the total number of vehicle and licensing services provided each quarter, which data shall be disaggregated by the type of service and location where the service was provided; and
(2) the average wait time for vehicle and licensing services.
The commission shall publish the data collected pursuant to this subsection on its Internet website and at kiosks in each of the commission agency locations on a quarterly basis.
c. The chief administrator shall issue annual reports to the Governor and, pursuant to section 2 of P.L.1991, c.164 (C.52:14-19.1), to the Legislature summarizing the performance data published pursuant to subsection b. of this section.
3. (New section) a. The commission shall develop and administer a mandatory annual customer service training for all commission employees who interact with members of the public in person, via telephone, or via electronic mail or other methods of electronic communication.
b. The commission shall establish and implement public feedback mechanisms through the use of a quick-response (QR) code or other machine-readable code that directs the customer to complete a customer service survey:
(1) at each of the commission agency locations and on the commission's Internet website to assess customer satisfaction with the commission's customer service, generally; and
(2) at each mobile customer service unit to assess customer satisfaction with access to, the availability of, the customer service received at, and the efficiency of the mobile customer service unit.
c. The chief administrator shall develop and implement a procedure for receiving and investigating customer complaints. A commission employee who receives repeated complaints that are substantiated by the commission shall be subject to disciplinary action of increasing severity for each subsequent substantiated complaint, as determined by the chief administrator.
4. (New section) a. No later than 18 months after the effective date of P.L. , c. (C. ) (pending before the Legislature as this bill), the State Auditor shall conduct a performance audit of the commission's mobile customer service units deployed in each congressional district in the State pursuant to subsection a. of section 2 of P.L. , c. (C. ) (pending before the Legislature as this bill).
b. At a minimum, the performance audit required pursuant to subsection a. of this section shall analyze the data collected by the commission pursuant to subsection b. of section 2 of P.L. , c. (C. ) (pending before the Legislature as this bill) and subsection b. of section 3 of P.L. , c. (C. ) (pending before the Legislature as this bill) to assess:
(1) the effectiveness of the mobile customer service units at providing vehicle and licensing services;
(2) the costs and benefits of increasing the number of mobile customer service units;
(3) customer satisfaction trends; and
(4) the staffing and resources allocated to deploying the mobile customer service units in each congressional district in the State.
5. Section 4 of P.L.2003, c.13 (C.39:2A-4) is amended to read as follows:
4. a. There is hereby established a body corporate and politic, with corporate succession, to be known as the "New Jersey Motor Vehicle Commission." The commission shall be established in the Executive Branch of the State Government and for the purposes of complying with the provisions of Article V, Section IV, paragraph 1 of the New Jersey Constitution, the commission is allocated, in but not of, the Department of Transportation, but notwithstanding this allocation, the commission shall be independent of any supervision and control by the department or by any board or officer thereof. The commission is hereby constituted as an instrumentality of the State exercising public and essential governmental functions, and the exercise by the commission of the powers conferred by this act shall be deemed and held to be an essential governmental function of the State.
b. The Division of Motor Vehicles, transferred to the Department of Transportation pursuant to Reorganization Plan No. 002-1995, is abolished as a division in the Department of Transportation, and all of its functions, powers, and duties, except as herein otherwise provided, are transferred to, and are continued in the commission and shall be exercised by the chief administrator of the commission. Unless otherwise specified in this act, this transfer shall be subject to the provisions of the "State Agency Transfer Act," P.L.1971, c.375 (C.52:14D-1 et seq.). All records, equipment and other personal property, appropriations, and any unexpended balances of funds appropriated or otherwise available to the division, shall be transferred to the commission pursuant to the "State Agency Transfer Act."
c. Whenever any law, rule, regulation, order, contract, tariff, document, reorganization plan, judicial, or administrative proceeding or otherwise thereunder, refers to the Division of Motor Vehicles in the Department of Law and Public Safety or in the Department of Transportation, or to the director thereof, the reference shall mean and refer to the commission, unless otherwise stated in this act.
d. Regulations adopted by the division shall continue with full force and effect until amended or repealed pursuant to law.
e. The commission shall operate on a fiscal year budget cycle.
f. The commission shall continue in existence until dissolved by act of the Legislature. However, any dissolution of the commission shall be on condition that the commission has no debts, contractual duties, or obligations outstanding, or that provision has been made for the payment, discharge, or retirement of these debts, contractual duties, or obligations. Upon any dissolution of the commission, all property, rights, funds, and assets thereof shall pass to and become vested in the State.
g. Notwithstanding any law, rule, or regulation to the contrary, any service that is provided by the commission at a commission agency location in this State, including, but not limited to, vehicle and licensing services, titling services, and vehicle inspections, shall be provided at each commission agency location throughout the State.
(cf: P.L.2003, c.13, s.4)
6. The Chief Administrator of the New Jersey Motor Vehicle Commission shall adopt, pursuant to the "Administrative Procedure Act," P.L.1968, c.410 (C.52:14B-1 et seq.), rules and regulations as may be necessary to implement the provisions of P.L. , c. (C. ) (pending before the Legislature as this bill).
7. This act shall take effect one year following enactment.
STATEMENT
This bill requires the New Jersey Motor Vehicle Commission (commission) to deploy at least one mobile customer service unit in each congressional district in the State and to prioritize expanding the availability of and access to mobile customer service units in certain locations outlined in the bill.
The bill requires the commission to collect and publish certain data relating to the performance of the mobile customer service units on a quarterly basis and requires the State Auditor to conduct a performance audit of the commission's mobile customer service units deployed in each congressional district.
The bill further requires the commission to develop and administer a mandatory annual customer service training for commission employees who interact with members of the public and to establish and implement customer feedback mechanisms at each of the commission agency locations, on the commission's Internet website, and at each mobile customer service unit. Under the bill, the Chief Administrator of the New Jersey Motor Vehicle Commission (chief administrator) is to develop and implement a procedure for receiving and investigating customer complaints. A commission employee who receives repeated complaints that are substantiated by the commission is to be subject to disciplinary action of increasing severity for each subsequent substantiated complaint, as determined by the chief administrator.
Additionally, the bill requires the commission to provide uniform services at each commission agency location in the State.
Under the bill, a "mobile customer service unit" means a commission vehicle that travels to public locations throughout the State to provide vehicle and licensing services. "Vehicle and licensing services" means and includes processing applications for: a change of address; a basic driver's license; an identification card; a REAL ID license or a REAL ID identification card; a driver's license renewal; a driver's license replacement; vehicle registration; a disability placard; a motor vehicle certificate of ownership; and voter registration.
