DMV DOA
I arrived early for my DMV appointment and was shocked to see a large crowd and no signage telling me where to go. Another customer directed me to a line for people with appointments or disabilities. There were only four people in front of me, but I had to stand in line for over 40 minutes!
For the first 30 minutes, there was no one at the counter. Finally, someone showed up and alternated between people in my line and in the much longer line for people without appointments. The whole point of having an appointment is so that you don’t have to wait!
When it was finally my turn, I handed over my paperwork and was told, “You don’t have an appointment today.” I had saved the text from the DMV showing the date, time and place of my appointment and showed it to her. She gave me a “ticket” and told me to wait until my number was called in “about two hours.”
The wait was only about 40 minutes, and there was a place to sit before the vision test, verification of information and thumbprint. Both people I worked with were rude and impatient.
Finally, it was time for my photo. There was hardly any wait, and the woman had a pleasant smile!
I once read about an experiment in New Mexico in which buttons were installed at each DMV window and customers were invited to rate the service as Wonderful, Good, Fair, Poor or Horrible. All of a sudden, employees were motivated to do their job well, resulting in much needed improvement.
This should be done at the Corte Madera DMV and at all the DMVs in California.
Ann Troy, M.D.
San Anselmo
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