In February, state officials shut down and overhauled the DMV system. The initiative was intended to modernize the system to give customers better and more streamlined service and to help DMV staff serve New Yorkers more efficiently.
However, since the system was upgraded and back online, many DMV users have experienced complications. These include problems with credit card machines, a delay in reimbursements, and customers receiving Real IDs and other identification cards with old photos.
Finegan, with support from Griffo, R-Rome, has taken steps to address system delays and problems and ensure that the system works properly.
“I appreciate Commissioner Schroeder’s willingness to listen and learn more about what Oneida County Clerk Finegan and Madison County Clerk Keville and their teams have done and are doing to enhance customer service at their local DMV offices,” Griffo said.
On Thursday, Schroeder heard directly about what Finegan and Keville have done to improve the customer experience at their DMVs and the future initiatives they have planned.
“When she first noticed problems following updates to the DMV’s statewide system, Oneida County Clerk Finegan diligently worked to address them, including contacting my office to see what support could be provided by the state. Issues occurred following the system that the state required and initiated,” Griffo said.
“New York should be a good partner in this effort, and I was pleased to engage directly with Commissioner Schroeder in support of Oneida County Clerk Finegan’s proactive efforts to provide a better overall experience for DMV customers,” Griffo continued.
Finegan said she was grateful for Schroeder’s participation.
“I appreciate Commissioner Schroeder’s willingness to come to the Utica DMV and listen to what my team has done and are doing to enhance customer service at the Oneida County DMV,” Finegan said. “When we first noticed problems following updates to the DMV’s statewide system, myself and my staff diligently worked to address them. Many issues occurred following the new NYS software mandated roll out.”
Communication, Finegan said, is crucial to resolving the technical issues facing state DMV departments.
“We reached out to Senator Griffo’s office to see what support could be provided by the state. I felt reaching out directly to our partners through New York State would be the best way to work together to solve the multiple problems we were experiencing,” Finegan said. “I was pleased to learn that Senator Griffo spoke directly with Commissioner Schroeder in support of our efforts to provide a better overall experience for DMV customers, in both the Utica and Rome locations.”
Keville said the changes have made DMV operations more complicated and time-consuming.
“One of the goals of the new system was to enhance security and decrease the opportunity for fraud or malfeasance,” Keville said. “Due to those aims, some simple processes have become more involved, thereby increasing the time necessary to complete such transactions. Although I’m confident the new system will eventually yield positive returns on efficiency, we’re not there at this time.”
The state updates have impacted staffing at Madison County’s DMV. “There was a hope that we would be able to trim our staff slightly by attrition this year, but partly because of the slowness of processing under the new system, we will be replacing those who retire from our DMV office, this year,” Keville said.
Finegan also urged the public to consider becoming an organ donor through the DMV as part of the Donate Life New York State campaign during April.
Donate Life NYS is the statewide nonprofit organization whose mission is to increase organ donation in New York State through collaborative advocacy, education, research, and promotion.
The theme of April 2026’s Donate Life Month, “Leave a Legacy,” uses trees as a symbol of life, connection, and hope. A donor’s gift leaves a lasting legacy of hope and life.
While more than 3,600 lifesaving organ transplants were performed in the state last year, nearly 8,000 New Yorkers remain on the national organ transplant waitlist. In 2025, approximately 300 patients awaiting an organ transplant in New York State died because the organ needed to save their lives was not donated in time.
“DMVs throughout the state have already helped nearly 8.3 million New Yorkers enroll in the New York State Donate Life Registry,” Keville said. “Here in Madison County, seventy-six percent of those eligible are registered. We want that number to be over eighty percent. DMVs like Wampsville are key to saving and healing lives by providing the opportunity for the public to enroll in the NYS Donate Life Registry.”
Donate Life NYS operates the New York State Donate Life Registry, an electronic database that documents a person’s consent to be an organ donor upon their death and under contract with the State of New York. New Yorkers age 16 or older are eligible to sign up and potentially save eight lives.
New Yorkers can also show their support for organ and tissue donation by purchasing a “Life – Pass It On” custom license plate from the DMV or by making a $1 voluntary contribution toward transplant research, education, and promotion when completing DMV transactions.
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