Human error caused a citywide computer system outage for most of Monday’s business day.
According to city officials, a contractor working on upgrading the fire sprinkler system at the Frank Fasi Municipal Building on King Street accidentally cut a wire that sent a signal to the power system to shut down for safety reasons.
It happened around 9:15 a.m. Monday.
“We lost all network, telephone, storage servers, the mainframe, basically anything that was technology-related to the city, except for 911 services and dispatch. Those weren’t down,” explained Mark Wong, director of the city Department of Information Technology.
The building houses the data center for everything technology-related, including the system for all DMV centers statewide. As a result, DMVs across the islands were at a complete standstill for hours. Customers were unable to get their driver’s licenses renewed, complete car registrations, or obtain a state ID.
City workers were given the option to reschedule their appointments, and workers were sent to lunch early.
According to the Department of Customer Services, the city will double its work staff on Saturday to accommodate Monday’s inconvenienced customers.
“We do apologize to the public that they experienced this, but we’re committed to helping get your task done,” said director Sheri Kajiwara.
“This is a tremendous loss of productivity. We rely on systems too much, probably. It really enables the city to be more productive, but the flip side is when things go wrong, it’s tremendous, and we do apologize for that,” said Wong.
The following offices will be open from 8 a.m. to noon unless otherwise noted:
- Driver Licensing Centers: Kapolei, Koolau, Kapalama, Wahiawa
- Satellite City Halls: Ala Moana (9 a.m. to 1 p.m.), Hawaii Kai, Kapalama, Kapolei, Wahiawa, Waianae
No driver testing (road or written) or CDL services are offered on a Saturday. As the last week of each month is typically the busiest time at Satellite City Halls for people seeking to pay bills, the extra day allows residents time to do business before the end of the month.
Satellite City Halls also offer motor vehicle registration and titling transactions; take bill payments; sell monthly bus passes; register bicycles and mopeds, as well as issue dog licenses, disability parking placards and handle voter registration. Certain Satellite City Halls offer limited driver license renewal services.
Driver Licensing Centers offer driver license and state ID services. While appointments are usually recommended, walk-in customers are welcomed this Saturday, and as many as possible will be assisted. For an appointment, visit license.honolulu.gov.
To help ensure a successful visit, customers are encouraged to have all the required documents and fill out the application form ahead of time. A document guide and forms can also be found at license.honolulu.gov.
Customers are also reminded of online service offers to avoid visiting a center entirely. Duplicate driver licenses may be requested online and mailed to customers. For more information, visit www.honolulu.gov/csd.