New software causes delays at Southwest Florida DMV's

FORT MYERS, Fla. (WINK)—Florida rolled out a new software designed to streamline service at the DMV - but it's causing delays and disruption, according to tax collectors across the state. 

The Florida Department of Highway Safety and Motor Vehicles (FLHSMV) implemented the Orion software to merge motor vehicle transactions and driver license transactions.

The system has occasionally dropped out over the last several months, Collier County Tax Collector Rob Stoneburner said, leading to partial service shutdowns. Stoneburner said that's "frustrating" for both the office and customers - but they're letting the situation play out. 

The situation has been more extreme in other parts of the state. The Polk County Tax Collectors Office said a 30 minute shutdown could lead to two-and-a-half-hours of delay. 

"When that happens we can't, there's certain business that we can't do, and so that's frustrating for us, frustrating for the client," Stoneburner said.

Tax collectors said there's nothing they can do because it's a state-run system. The state will send regular updates when the system crashes, but that's about it, according to Lauren Bernaldo, chief communications officer for the Lee County Tax Collector's Office.

"All of our customer service reps and specialists are professionals, and they really want to help our customers, and they want to do that with five-star service," Bernaldo said. "And so, when we can't do that, you know, we take it personally, even though it's something that we can't control."

FLHSMV said it's aware of the issue and working towards a solution. 

"We know how important reliable service is for our communities, and we appreciate your patience as we address these issues," the agency said. "We will continue to share updates as they become available."

Bernaldo said service disruptions started last Tuesday and continued through Monday. It impacted some, but not all of the office's computers. 

She said the office tries to keep people updated on social media and through texts to people with appointments. 

"I think they're doing the best that they can," Stoneburner said of the state. "If this continues to happen, we'll make it louder and clearer that you know tax collectors are frustrated."