KANSAS CITY, Mo. — Long lines and wait times are usually associated with trips to a licensing office. But drivers in Kansas City, Missouri, said they waited hours to days this week for help.

“I ran all over from Raytown, Lee’s Summit, Independence and Clay County,” said Sylvester Paul at the Kansas City license office.

KSHB 41 went to the license offices in Kansas City, Raytown and Independence Thursday. Drivers at all three said technical issues, computer crashes and slow equipment kept them waiting longer than usual.

“Some of the other patrons that were there were saying they went to other locations and it was about the same wait, six to seven hours,” said Justin Beaver with the Raytown License Office.

At the end of last month, KSHB 41 reported new changes to the Missouri DMV system, which officials hoped would make getting a driver’s license faster and simpler.

The new system — using a digital tablet-based system for applicants at DMV offices — went into effect Tuesday, Nov. 12.

“The lines have been backed up terribly and obviously the system is not working properly,” said Ryan Johnson with the Kansas City Office of Licensing.

A spokesman for the Missouri Department of Revenue says that while its “upgraded driver’s license and processing system” was successfully rolled out to all offices on Tuesday, installing the equipment and training staff on how to use it took to some delays.

They also noted that a higher than normal number of customers – although anticipated – also led to delays.

“Each permit office has added an additional driver’s license station to assist customers and ultimately reduce wait times at many offices,” a MoDOR spokesperson said in a statement to KSHB 41 .

Officials also expect the number of customers to normalize in the coming days.

“The department appreciates customers’ patience as the 1,500 employees at 174 driver’s license offices across the state get used to the new system.”

KSHB 41 asked the Department of Revenue for an interview and any updates they could share on the technology issues. They referred us back to the statement they shared on Wednesday.

KSHB 41 reporter Elyse Schoenig covers issues related to the cost of health care, saving for retirement and personal debt. Share your story idea with Elyse.

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