DMV wants to improve on customer wait times - WFSB 3 Connecticut

DMV wants to improve on customer wait times

Posted: Updated:

No one likes the long lines and lengthy waits at the Department of Motor Vehicles.

A year after switching to a new computer system, the state claimed it is cutting wait times. Drivers and DMV officials agree more can be done to trim down the line.

"Everybody is frustrated. It's crammed. It's hot. No communication. I was here about 8:30 a.m. and by that time the line was out the driveway. I've been here at least three hours," said Jason Fischer as he glanced up to the monitor and waited for for his number to be called.

He was not alone as dozens of drivers packed the DMV in Hamden.

"Between the two days, I'm probably spending six hours here," explained Lisa Knowlton of Wallingford.

The state wants drivers to know they are working on making your next trip to the DMV shorter.

Last month, Connecticut's new DMV commissioner addressed cutting wait time on Face the State.

"We have made progress there, but I want to do far, far better," said Michael Bzdyra.

Last August the DMV shut down for nearly two weeks for computer upgrades, only to re-open to lengthy lines, computer glitches and plenty of aggravated customers.

According to the commissioner, last August the average wait time was two hours and forty one minutes across all branches. This June that average wait was down across the board to about one hour.

"But quite frankly, that's not good enough. I want to drive that as low as we can go. I understand our customers' concerns and pain. I'm committed and determined to get that much lower."

The DMV said its looking at data on how it can be more efficient.

"They need more people. If you look, there are two people working in information and three in registration," observed Cindy Devlin of New Haven.

A survey of 1,200 DMV visitors revealed that 35% would have saved fifteen to twenty minutes if they used the DMV's online services that in turn would have lowered wait times for others.

"There is some stuff you can do online which is good and even then there are people returning plates. They don't know you can do that online," said Knowlton.

The DMV is looking into how it can best advertise to let drivers know about the online options so they do not have to physically come to one of the branches.

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