No Surprise There
by Bob Walsh
I worked for DMV from 1975 thru 1980. I also worked in retail for several years before that. The ideas of "customer service" are pretty similar, the only difference being that, with DMV, there is no alternative provider for many of the services offered, and many of those services most people can not simply do without.
And audit of DMV was just released. It said that DMV was essentially a reactive organization populated by management who did not know what they were doing and did not much care to learn. They also deliberately hid bad information from the legislature and the executive branch.
As many as 20% of the staff were not sent to training before they were put on the counter, allegedly due to cost and lost time. As much as 30% of the customer service windows were not open at any one time. Also, their technology was mediocre and simple things like signage inside the offices was inadequate.
Sounds to me like they need some upper management that believe in delivering customer service and know how to do it. Of course, the requirement that they also hand out voter registration material to EVERYBODY, including illegal aliens might shift their focus somewhat. Also the did an incompetent and late set-up of the REAL I.D. program, required next year for federal access, didn't help.
So far the DMVs main response to issues has been to try to make it illegal for private businesses or individuals to help customers work (or beat) the appointment system by waiting in line for you for a fee or even selling appointments. Right now it can take several WEEKS to get an appointment with DMV, or if you have no appointment it can take literally all day to get your business taken care of.
3 comments:
Here vehicle registration is provided by the county tax office and it runs fairly smooth. Texas Drivers License Offices are run by the state DPS. Long lines and poor service. The Governor threatened to create a new DMV and take DL service away from the DPS a couple of weeks ago because of complaints. I know a trick. Just before your license expires report it lost through their on-line services. They will simply renew it and charge you the fee.
Arizona lets us register our vehicles for up to 5 years. And we get a nice discount when we do it.
That should work out unless you drop dead then whoever gets the vehicle has to register it again. The state may have something going there.
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