Statewide computer failure results in lost photos; Licenses that expired during outage valid for 20 more days

The Virginia Department of Motor Vehicles is sending letters to at least 4,240 driver’s license and ID card applicants who were at their DMV customer service centers on Wednesday, Aug. 25, 2010, to ask them to return for a new photograph.
A news release by DMV officials on Saturday, Sept. 4, of Labor Day weekend noted that Aug. 25 was the day a statewide computer failure occurred.
The technology failure affected numerous other state agencies, including the Virginia Department of Taxation and the State Board of Elections. It took a week for DMV and some

others agencies to have operations fully restored.  

AUG. 25 CUSTOMERS ASKED TO RETURN FOR PHOTO RE-TAKE     
DMV customers who appeared at offices before the computer crash on Aug. 25 and whose applications were actually processed are now being asked to return for a partial do-over.
That’s because when the Virginia Information Technologies Agency (VITA) returned the electronic data to DMV, it advised that the database did not include 12,000 to 16,000 photos, including those taken on August 25.
DMV technology staff members are further evaluating the database to determine if other photos are not recoverable. If so, those affected customers will likewise be notified by mail to come back for another photo sitting.
“Unfortunately, all photographs taken that day for credentials could not be recovered, therefore no credentials were mailed to these customers,” the release explained. “Customers were processed in DMV offices and given temporary driving permits or receipts for ID card applications; however, DMV cannot process the credentials without the photos.”
The request to return to DMV is going out to customers applying for the first time, as well as individuals renewing or replacing a lost license or ID.
To make their return visits as efficient as possible, customers who bring the letter with their temporary driving permit or ID card receipt will be given priority service.
In addition to the letter, customers also need to bring back documents for proof of identity they were required to bring when they applied for their driver’s license or ID card. Those documents include such things as a passport or birth certificate.

EXTENSION GRANTED    
Due to the computer problems, DMV has also extended the validity periods of most licenses and ID cards that expired during the week of service disruptions by 20 days.
For example, licenses that expired Aug. 25, 2010, will be valid until Sept. 14, 2010, allowing customers added time to renew prior to the new expiration date.
In addition, customers who renew licenses prior to the revised expiration date will not be required to provide documentation of their U. S. citizenship or legal presence in the country.
DMV has notified law enforcement of the extended validity periods, with Virginia State Police and all local police and sheriff’s departments to take no enforcement action for any driver’s license that expires between Aug. 25, 2010, and Sept. 30, 2010.

GOVERNOR EXTENDS HOURS, PRAISES DMV EMPLOYEES    
The computer failure prompted Governor Bob McDonnell to announce on Sept. 2, “Like all Virginians, I am displeased by the recent computer troubles that have led to this situation. I have directed all impacted state agencies to take all actions necessary to return to normal operating conditions and to ensure that their citizen clients receive the service and assistance they deserve.”
He had also said the state’s DMV customer service centers would be open over the Labor Day weekend, as well as some office openings this coming weekend, Sept. 11 and 12.
At time of our publication, office hours were not extended for the Fredericksburg DMV office at 5700 Southpoint Centre Boulevard, but customers are asked to check online for the latest information on the hours of operation, www.dmvNOW.com, or call (804) 497-7100.
Speaking about the step taken to extend operating hours over the holiday weekend, the governor remarked, “It is imperative that we take every step necessary to assist Virginians inconvenienced by the recent computer issues that impacted 13 percent of the commonwealth’s file servers. In order to assist Virginians who need to return to the DMV for a license, I have ordered select customer service centers to open this Sunday, as well as on Labor Day. In addition, our centers will also have extended hours the following weekend.”
McDonnell added: “I want to extend my sincere appreciation to all DMV employees working tirelessly through this event to restore service to DMV and provide our citizens with needed credentials. These employees have gone above and beyond, many volunteering to work extended hours and relinquishing their holiday weekend, to provide service to our citizen taxpayers. The commonwealth is fortunate to have such a caliber of employee willing to go beyond the call of duty to get the job done.”

GOVERNOR’S RESPONSE TO COMPUTER FAILURE     
Governor McDonnell also announced on Sept. 2 that an independent review of the state’s unprecedented hardware failure and subsequent data corruption affecting various state agencies would take place with Northrop Grumman to pay for the report. The network failure has been blamed on equipment installed and maintained by EMC, a Northrop Grumman subcontractor.
McDonnell called for the administration, together with the Joint Legislative Audit and Review Committee (JLARC), to commission an independent review of the information system failures and contractor response that impacted 13 percent of the commonwealth’s executive branch file servers and 26 of 89 applicable executive branch agencies.
An outside vendor that will be chosen to conduct the review will be announced in the weeks ahead.
Speaking about this announcement, Governor McDonnell remarked: “I have spoken personally with Northrop Grumman CEO Wes Bush. I expressed to him that extended lapses in state computer services was an unacceptable hardship on our citizens and employees.  I made clear that I expected the best around-the-clock recovery efforts possible in order to reclaim and restore all missing files and data. I appreciate the company’s commitment to a full and comprehensive recovery from this system failure, and the agreement that Northrop Grumman would pay for the reasonable cost of the independent review that must take place immediately.”
Governor McDonnell concluded: “This recent computer failure is unacceptable. I look forward to learning exactly how this occurred, how we can prevent such a disruption in the future, and how we can improve responsiveness and data reclamation if future interruptions occur. The report produced by our external vendor will be thorough and detailed. And, we will move forward quickly and resolutely once it has been received and reviewed by the executive and legislative branches.”