The Kansas Department of Revenue has announced the end of the QFlow line management system used at Department of Motor Vehicles offices.
The system, which was used at seven locations, allowed for users to digitally check in on their phone or computer before arriving at the DMV.
Rachel Witten, director of public relations with the Department of Revenue, said QFlow – which was installed in 2017 – was not working effectively.
The system required a two-part check in from users, who needed to complete their check in upon arriving at the DMV.
Whitten said the DMV would frequently get overcrowded before QFlow users could arrive and complete the procedure.
“Before they would get to the office to check in, to do the second part, the office would fill to capacity,” Whitten said. “They would be turned away, and understandably, they were upset that there was no communication.”
Whitten said when the vendor, ACF Technologies, could not offer a solution, the Department of Revenue decided to search for a replacement. She said the decision came to a head after user complaints continued in the last two weeks.
“We were working with the vendor to try to fix the problem and if it wasn’t fixed, we would go a different direction, and that’s what ended up happening,” she said.
QFlow will continue to operate while the Department of Revenue searches for a replacement system.
Summer is considered a peak season for driver’s license renewals and the DMV is experiencing long wait times, Whitten said.
She also said the DMV is seeing increased demand from residents who are filing for their Real IDs, a federal law passed by Congress in 2005. Kansas residents have until Oct. 1, 2020, to get a Real ID to board a plane or enter a federal facility.
The Department of Revenue said in a news release that driver’s license services — such as processing renewals — would become available in October through the iKan mobile app, which will enable users to complete their renewal through a computer or phone. Currently, the system allows users to renew their vehicle registration, Whitten said.
Evan Pflugradt is an intern in the KMUW News Lab. Follow him on Twitter @EvPflu.