Reforms certain MVC procedures.

A5146

ASSEMBLY, No. 5146

STATE OF NEW JERSEY

222nd LEGISLATURE

�

INTRODUCED MAY 28, 2026

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 t
he 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.