DMV aims to cut wait times with new review - WFSB 3 Connecticut

DMV aims to cut wait times with new review

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The line at the Wethersfield DMV on June 4. (WFSB photo) The line at the Wethersfield DMV on June 4. (WFSB photo)

The state's Department of Motor Vehicle is aiming to cut wait times at its facilities with the help of an extensive review.

DMV commissioner Michael Bzdyra said the review will look at day-to-day operations with an overall goal to reduce customer wait times by cutting red tape.

"Our goal, as I promised when I took office, is to build a better and stronger DMV that makes it easier for customers wanting to transact business with us," Bzdyra said. "This is another step in that direction."

The first part of the review will look at streamlining passenger car registrations, simplifying commercial vehicle registrations and creating a seamless approach to boat registrations.

The DMV asked licensing services vendor, MorphoTrust, to look at internal workflows.

"As the provider of driver's licensing systems and identity solutions to the majority of the United States, MorphoTrust is uniquely positioned to help our customers optimize their customer service strategy and experience," said Bob Eckel, CEO of MorphoTrust, USA. "We are excited to work with the CT DMV on this project and enhance the customer experience."

The DMV said the work involves examining transactions from end-to-end and studying whether each step in a process is needed.

"It is also important to acknowledge to customers that DMV is working on resolving problems, like wait times, that they find inefficient," Bzdyra. "We recently polled nearly 1,300 people seeking services in many of our branches statewide. Not surprisingly, nearly 70 percent said that wait times were too long."

Bzdyra called 70 percent unacceptable.

Customers are unimpressed with the service they've received.

"I thought today would be much faster. I know in Enfield it's much easier, but then I didn't think it would be this long," said Karlene Donaldson.

Work began this month and is expected to take approximately six months to complete.

major reorganization effort was announced by Bzdyra this past spring.

"They're going to be looking at our steps from the first time a customer comes into a branch, presents their forms, fills out their forms and ultimately pays for their transaction," said Bzdyra.

Over the past year, the DMV has experienced a number of technological problems that began with a computer upgrade last summer.

Since then, system outages and glitches created hassles for drivers.

The most recent hassle for drivers involved the issuance of thousands of emissions late fees last month.

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