2 Q&A with Terri Egan From helping her grandfather change oil, to running one of the country's busiest DMVs.
The more we understand about each other’s perspective, the faster we can find a resolution. “ ”
Q: How has DMV gone about chang- ing its reputation in recent years? A: There’s a scene in the recent movie “Zootopia” where the rabbit detective runs into a DMV staffed by a bunch of sloths. You can imagine how the rest of that scene goes. My view has always been that we need to accept the perception so we can change it. We’re remodeling all of our offices to have a more modern look and feel. Customers are greeted by a mobile rep who assists them right away. We revamped dmv.ny.gov to make it easier for customers to do things from home and make appointments online. Q: What new services is DMV bringing to dealerships? A: We’re very excited about the VERIFI/ eMV-50 project. This will move all DMV recordkeeping to an electronic format. We'll be reaching out to select dealers shortly, asking participants to beta-test the new system. Not only will this make transactions and recordkeeping more efficient and easy, but it’s also a green initiative. Q: What do you see as the most important areas of collaboration between DMV and GNYADA? A: GNYADA came to us last year for our assistance in raising driver awareness about manufacturer recalls. After meetings with dealers and internal discussions, we added reminders to our registration renewal emails and text notification encouraging motorists to check SaferCar.gov . We also added a similar static message to Vehicle Inspection Receipts. To date, nearly 9 million inspection receipts
GNYADA acknowledges DMV and Executive Deputy Commissioner Egan for addressing a number of dealers' regulatory concerns: we've initiated is quarterly meetings with dealer associations. These have helped us develop a great working relationship. The more we understand about each other’s perspective, the faster we can find a resolution. n Allowing dealers with multiple facilities to process DMV work out of one location through centralized record-keeping; and, n Creating a provisional dealer license, expediting the licensing process for dealers. have been issued which this new reminder. We are also thrilled with how DMV- DIRECT has operated. Given how busy DMV can get, it’s great to have New York customers served so efficiently, professionally, and accurately. DMV- DIRECT has a great dialogue with DMV, addressing problems together. Q: What does DMV look for from dealers, to assure the most compliant dealership operations? A: Dealers are a huge part of the New York economy, and whether a customer is buying a car or registering a vehicle at DMV, we’re all serving the same public. We look for dealers to be aware of the laws, statutes, and regulations governing their operations. We also encourage them to reach out to our Vehicle Safety staff if they need assistance clarifying a regulation. Q: How has DMV’s relationship with franchised car dealers grown? A: One of the most important things n Removing the onerous Advisory Emissions Scan requirement;
Terri Egan has been at the helm of New York State’s Department of Motor Vehicles for the past two years. The Executive Deputy Commissioner recently sat down with GNYADA to discuss the challenges of her role, her goals for DMV, and the importance of collaboration between her agency and franchised new car dealers. Q: Would you consider yourself a “car person”? A: I must defer to my boss. The Governor is the true “car guy”, although people might be surprised to know that in my teens, I was very at home on a dolly under a vehicle helping my grand- father replace brakes, change oil, and do normal maintenance. I sometimes laugh when I drop off my Honda Accord for service at the repair shop. My grandfather probably wouldn’t be happy with me for not taking care of it on my own! Q: What has your experience been like as the head of DMV? A: This is a busy agency with a lot of challenges, but I feel very fortunate to have what I believe is the best staff of any agency in New York. Our approach is extremely customer centric. We like to think that DMV is the face of state government, so we want that face to be a good one.
Greater New York Automobile Dealers Association • www.gnyada.com
The Newsletter • August 2017
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