DMV redirects staff to help with long wait times - WFSB 3 Connecticut

DMV redirects staff to help with long wait times

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(WFSB photo) (WFSB photo)
WETHERSFIELD, CT (WFSB) -

The state said it is taking a new approach to getting a handle the long lines at the Department of Motor Vehicle offices.

Officials have decided to temporarily close four of its photo license centers and divert the staff to other locations.

They said it appears to be helping.

"[Tuesday] and [Wednesday] we are seeing an increase in the number of customers coming into branch offices compared to last week and a decrease in the time required to do a transaction," said DMV spokesperson Bill Seymour.

Seymour said the average time to help customers dropped from 18 minutes last week to 15 minutes this week.

He did say, however, that there was a small hiccup on Wednesday morning.

"[Wednesday] morning we had an intermittent printing issue at certain branch offices around the state," Seymour said. "It lasted about 20 minutes and was resolved by our IT staff."

The DMV recently upgraded its computer software and said its employees are still getting used to the new system. The result has been the long wait times.

The DMV said it will place those employees in some of its larger branches, like the one in Wethersfield. The hope is that they’ll help reduce the times, which for many has been hours.

One driver told Eyewitness News on Tuesday that he had been in line for six hours.

Many drivers, while frustrated, said they have slowly come to accept their fate if they head to the DMV.

Since the software upgrade, officials said the average time spent on each customer has nearly doubled.

"This is a high tech world we're living in now,” said Mbiya Israel of Hartford. “They could be able to get this thing done far better.”

“They got to find a better strategy because this wait is crazy,” said Apostol Reyes of Hartford. “It's insane.”

That’s what led to the DMV suspending services at the centers in Derby, Middletown, Milford and Stamford. Those employees will instead work at the full service branches.

Officials continue to urge drivers to use the website for certain services like registration renewals and returning a license plate.

A link to the new DMV site can be found here.

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