‘Sluggish’ computer system behind long lines, early closures of driver licensing locations

When you go to get your driver’s license, you expect there’s going to be a line, and you’re going to have to wait.

On Monday, some drivers had to wait for several hours, even the entire day, because of a city-wide computer problem.

According to a spokesman, the city’s computer system was shut down at 9:30 a.m. for repairs. When it came back online, it wasn’t 100 percent.

“Upon completion, the system went back online, but is very sluggish, and our technicians are currently trying to identify the cause of the problem,” the city said in a statement.

The city’s motor vehicle and driver’s license systems, as well as bicycle registration, were affected, creating long lines of frustrated customers.

The city wound up closing its four driver licensing locations a half-hour early, at 3:30 p.m. instead of the normal 4 p.m. closing time.

Customers were advised to reschedule their appointments or come back, but some tell KHON2 that won’t be easy.

When we got to the Kapalama driver licensing office at around lunchtime, dozens of people were waiting outside. Some had been waiting since 8 a.m.

“I was told to come back at 12:45 (p.m.), so when we came back, the computer issues were still ongoing and they had shut the building down,” said customer Sunae Tom.

The city says the problem could be related to the installation of a new mainframe system and code changes.

Some drivers were able to get their road tests taken care of, but others were not so fortunate.

“I’m pretty frustrated,” said Samantha Fassler. “I leave the island soon. This was really the only day that I had. I had to take off work.”

Crews have been trying to diagnose the problem all day, and the city says it will have an update Tuesday morning as to whether or not the offices will be open.

“I don’t understand why the computer could be shut down on a working day,” said Gimi Xiao. “Maybe Sunday, Saturday, that’s okay, but Monday morning, the whole computer system was not working.”

Additional services at the city’s nine satellite city halls were not affected, including the sale of spay/neuter certificates, Board of Water Supply payments, dog licensing, sales for TheBus, and disability services.

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