Bill Text: NJ S1021 | 2024-2025 | Regular Session | Introduced
Bill Title: Requires MVC to operate call center to assist with online transactions.
Spectrum: Bipartisan Bill
Status: (Introduced) 2024-01-09 - Introduced in the Senate, Referred to Senate Transportation Committee [S1021 Detail]
Download: New_Jersey-2024-S1021-Introduced.html
STATE OF NEW JERSEY
221st LEGISLATURE
PRE-FILED FOR INTRODUCTION IN THE 2024 SESSION
Sponsored by:
Senator LINDA R. GREENSTEIN
District 14 (Mercer and Middlesex)
Senator ANTHONY M. BUCCO
District 25 (Morris and Passaic)
SYNOPSIS
Requires MVC to operate call center to assist with online transactions.
CURRENT VERSION OF TEXT
Introduced Pending Technical Review by Legislative Counsel.
An Act concerning services provided by the New Jersey Motor Vehicle Commission and supplementing Title 39 of the Revised Statutes.
Be It Enacted by the Senate and General Assembly of the State of New Jersey:
1. The New Jersey Motor Vehicle Commission shall maintain a telephone call center located within the State where commission employees, or persons under contract with the commission, are available in real-time, at a minimum, during weekdays between 8:30 a.m. and 4:30 p.m., to assist individuals in navigating the commission's Internet website and processing online transactions. The commission shall provide telephone call center services in both English and Spanish. The commission may provide additional web-based tutorial support and recorded help messages, in order to reduce total call center staffing needs.
2. The New Jersey Motor Vehicle Commission shall collect and make available on its Internet website quarterly performance metric reports of the telephone call center. The reports shall include, but not be limited to, information pertaining to the number of calls, the length of individual wait times, the call purpose, and the length of calls.
3. This act shall take effect immediately.
STATEMENT
This bill requires the New Jersey Motor Vehicle Commission (commission) to maintain a telephone call center located within New Jersey where commission employees, or persons under contract with the commission, are available in real-time, at a minimum, during weekdays between 8:30 a.m. and 4:30 p.m., to assist individuals in navigating the commission's Internet website and processing online transactions. The commission is required to offer all call center services in both English and Spanish. In order to reduce total call center staffing needs, the commission may provide additional web-based tutorial support and recorded help messages.
The commission is also required to collect and make available on its Internet website quarterly performance metric reports which are required to include, but are not limited to, information pertaining to the number of calls, the length of individual wait times, the call purpose, and the length of calls at the telephone call center.
