This bill mandates that the New Jersey Motor Vehicle Commission (MVC) establish and maintain a telephone call center within the state. The call center will be staffed by commission employees or contracted personnel who will be available in real-time during weekdays from 8:30 a.m. to 4:30 p.m. to assist individuals with navigating the MVC's website and processing online transactions. Additionally, the call center services must be provided in both English and Spanish, and the MVC is permitted to offer supplementary web-based tutorials and recorded messages to help reduce staffing needs.

Furthermore, the bill requires the MVC to collect and publish quarterly performance metric reports on its website. These reports must include various data points such as the number of calls received, individual wait times, the purpose of calls, and the duration of calls. This initiative aims to enhance customer service and transparency regarding the efficiency of the call center operations.