New Jersey A 2155: Requires MVC to operate call center to assist with online transactions.

Bill Text

ASSEMBLY, No. 2155

STATE OF NEW JERSEY
221st LEGISLATURE

PRE-FILED FOR INTRODUCTION IN THE 2024 SESSION

Sponsored by:
Assemblyman WILLIAM F. MOEN, JR.
District 5 (Camden and Gloucester)

Co-Sponsored by:
Assemblywomen Reynolds-Jackson, Matsikoudis, Assemblymen Webber,
Atkins, Assemblywomen Dunn, Park, Assemblyman Stanley,
Assemblywomen Lopez and Pintor Marin

SYNOPSIS
Requires MVC to operate call center to assist with online transactions.

CURRENT VERSION OF TEXT
Introduced Pending Technical Review by Legislative Counsel.

A2155 MOEN
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AN ACT concerning services provided by the New Jersey Motor 1
Vehicle Commission and supplementing Title 39 of the Revised 2
Statutes. 3
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BE IT ENACTED by the Senate and General Assembly of the State 5
of New Jersey: 6
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1. The New Jersey Motor Vehicle Commission shall maintain a 8
telephone call center located within the State where commission 9
employees, or persons under contract with the commission, are 10
available in real-time, at a minimum, during weekdays between 11
8:30 a.m. and 4:30 p.m., to assist individuals in navigating the 12
commission’s Internet website and processing online transactions. 13
The commission shall provide telephone call center services in both 14
English and Spanish. The commission may provide additional web-15
based tutorial support and recorded help messages, in order to 16
reduce total call center staffing needs. 17
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2. The New Jersey Motor Vehicle Commission shall collect 19
and make available on its Internet website quarterly performance 20
metric reports of the telephone call center. The reports shall 21
include, but not be limited to, information pertaining to the number 22
of calls, the length of individual wait times, the call purpose, and 23
the length of calls. 24
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3. This act shall take effect immediately. 26
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STATEMENT 29
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This bill requires the New Jersey Motor Vehicle Commission 31
(commission) to maintain a telephone call center located within New 32
Jersey where commission employees, or persons under contract with 33
the commission, are available in real-time, at a minimum, during 34
weekdays between 8:30 a.m. and 4:30 p.m., to assist individuals in 35
navigating the commission’s Internet website and processing online 36
transactions. The commission is required to offer all call center 37
services in both English and Spanish. In order to reduce total call 38
center staffing needs, the commission may provide additional web-39
based tutorial support and recorded help messages. 40
The commission is also required to collect and make available on 41
its Internet website quarterly performance metric reports which are 42
required to include, but are not limited to, information pertaining to the 43
number of calls, the length of individual wait times, the call purpose, 44
and the length of calls at the telephone call center. 45