DMV announces 'major reorganization' following system problems - WFSB 3 Connecticut

DMV announces 'major reorganization' following system problems

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There were long lines outside the DMV in Wethersfield last month. (WFSB file photo) There were long lines outside the DMV in Wethersfield last month. (WFSB file photo)
WETHERSFIELD, CT (WFSB) -

The Connecticut Department of Motor Vehicles announced "major and agency-wide" organizational changes aimed at improving customer service.

Commissioner Michael Bzdyra said the changes extend beyond recent technology problems.

“After becoming the commissioner, I have decided that long-overdue changes are needed now and they would come even without our technology problems seen in the last few months,” Bzdyra  said. “We are making organizational changes to make the customer experience with us much, much better than it has been.”

He said the changes will be made without additional personnel or an increased budget.

First, Bzdyra  said he's working to bring increased accountability to the agency. He created a Chief Operating Officer function that will coordinate the activities of the DMV's major divisions.

Division Chief Jim Rio was appointed to the post, according to the commissioner.

He'll oversee branch operations, driver regulation, vehicle and business regulations, commercial vehicle safety and specialized service and management.

Second, the DMV will work to reduce wait times on the phone. Division Chief Ken Nappi was tapped to oversee the consolidation of all incoming customer phone lines into a single and streamlined operation.

Third, Bzdyra  said he is creating a unit called the Project Management Center of Excellence. It will report to Deputy Commissioner Judeen Wrinn as part of a greater accountability effort that will strengthen discipline, processes and oversight of projects that impact customers.

Lastly, Bzdyra  said he created an agency training and management reporting division, which will report to Rio. Its focus is to improve training that enhances delivery to customer services. It will also collect statistical data.

“With these and other changes, we are determined to make this a strong customer-centric organization. And we’re going to do what it takes,” Bzdyra  said.

The commissioner wants to push for customers to go online, as most people are able to, instead of making a trip to a branch.

There will be surveys done and focus groups to figure out why people aren't using online services, but the changes will start happening soon.

"That's part of the goal of this reorganization is have a fresh set of eyes look at how we do things, how we improve things and make things better for our customers," Bzdyra said.

The changes are expected to start on May 16.

The DMV experienced an outage as recently as last month. It went as far as to warn drivers to delay visiting certain branches. The reason was intermittent computer system outages.

Over the winter, a computer glitch with vehicle registrations issued erroneous fines and vehicle tows.

Before that, long lines of customers caused back ups after a computer system upgrade over the summer.

Following the issue in January, Andres Ayala Jr. submitted his resignation.

Gov. Dannel Malloy named Bzdyra as Ayala's replacement in March.

Copyright 2016 WFSB (Meredith Corporation). All rights reserved.

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