SENATE TRANSPORTATION COMMITTEE

STATEMENT TO

SENATE, No. 1021

STATE OF NEW JERSEY

DATED: MAY 12, 2025

      The Senate Transportation Committee reports favorably Senate Bill No. 1021.

This bill requires the New Jersey Motor Vehicle Commission (commission) to maintain a telephone call center in New Jersey to assist individuals with navigating the commission’s Internet website and processing online transactions.  At a minimum, commission employees, or persons under contract with the commission, are to be available at the telephone call center on weekdays between 8:30 a.m. and 4:30 p.m.  The commission is required to offer all call center services in both English and Spanish.  To reduce total call center staffing needs, the commission may provide additional web-based tutorial support and recorded help messages.

      The bill also requires the commission to collect and make available on its Internet website quarterly performance metric reports, which are required to include information pertaining to the number of calls, the length of individual wait times, the purpose of the calls, and the length of the calls at the telephone call center.

      This bill was pre-filed for introduction in the 2024-2025 session pending technical review.  As reported, the bill includes the changes required by technical review, which has been performed.