A trip to the main branch of Rhode Island's Division of Motor Vehicles in Pawtucket is never fun. No matter how early you get there, a long wait and lengthy lines are guaranteed. As soon as the doors open at 8:30 a.m., the place is swarming, with every seat taken and at least 50 people waiting ahead of you. The experience can last anywhere from 30 minutes to two or three hours, although waits of four or even five hours are not unheard of. Almost everything about the DMV is synonymous with headaches and frustration. Even the parking lot across the street is congested and difficult to maneuver in.

As part of an effort to relieve this frustration, elected officials, including state Senator James Sheehan (D-North Kingstown) and Tony Pires, an unsuccessful candidate for governor, have been calling on the DMV to put more services online, such as license and registration renewals, and even eye exams that could be submitted by optometrists. In a statement, Sheehan notes, "We have the ability to permit Rhode Islanders to do most of their business online."

For the time being, though, only office hours and locations, driver manuals, and tax forms can be found online. In fact, Rhode Island is drastically behind other states in offering online DMV services. In California, drivers can renew their registration, make appointments, request simple refunds, and even pay traffic violation fees online. In Pennsylvania and Georgia, motorists can renew their license and registration through the Web. Rhode Island's DMV Web site doesn't even have e-mail capabilities.

According to a study of e-government conducted at Brown University by political science professor Darrell M. West and a team of public policy students, Rhode Island ranks 35th among the 50 states in e-government services. West cited budgetary constraints as the main factor. Putting services online is more costly than putting up information or publications, he notes. It requires more technicians and oversight, but despite the initial cost, it is ultimately more cost-effective.

DMV customers enthusiastically support expanded e-services. Not surprisingly, those interviewed at the Pawtucket branch would much rather spend 15 minutes in front of a computer than half a day waiting for their turn at the counter.

Howard Boksenbaum, a spokesman for the state Department of Administration, says Rhode Island faces a budgetary disadvantage compared to larger states in implementing online services. "Enabling transactions is costly in the creation of the infrastructure," he says. "It costs as much to build online registration of vehicles for Rhode Island as for Massachusetts, but Mass has seven times as many vehicles to register -- consequently, seven times as many fees to pay for it with."

In other words, even though Rhode Island is creeping toward expanded online DMV services, don't expect it to happen any time too soon.

Issue Date: October 18 - 24, 2002