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December 28, 2016

CTDMV decreases wait times, extends effort statewide

Flickr user Teretta The CT DMV is implementing a pilot program that is successfully reducing wait times at state offices.

Wait times at state Department of Motor Vehicle offices in Wethersfield and Enfield have dropped by 55 percent as the result of a pilot program now being expanded to other DMV offices around the state.

Gov. Dannel P. Malloy announced the results Wednesday and said efficiency measures to save time, loosen certain requirements and eliminate red tape during the months of September and October are being rolled out at other offices in an effort to duplicate results.

The overall customer wait-time dropped from 1 hour and 17 minutes to 34.5 minutes – a 55 percent decrease, Malloy said. There also was a 10 percent reduction in the amount of repeat visits and a 90 percent success rate in completing transactions.

“We are focused on end-to-end customer service and that is how these pilot projects were structured and the approach we are taking to our other branches as we duplicate these pilots,” DMV Commissioner Michael Bzdyra explained.

In a chart accompanying Malloy’s and Bzdyra’s comments, some examples of decreases in wait times in the month of November, year over year, include declines of 60 percent in Waterbury and 58 percent in Winsted and Wethersfield.

Three key changes included opening doors 15 minutes early and reviewing paperwork ahead of time; using a “Quick Ticket” service so customers don’t have to wait in line for tickets; and providing a customer advocate to help ensure customers are prepared before being served, state officials said.

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Malloy: DMV phone upgrade showing results

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