Stop Complaining About Your Local DMV! How Would You Improve It?
Earlier this year, Saturday Night Live ran a skit that lampooned DMV employees. The clip was shared on GovLoop by Steve Radick.
DMVs seem to be an easy target as most people have encountered long lines, excruciating waits and less-than-enthusiastic personnel at some point in their lives.
So we like to complain and cajole our DMV colleagues, but how often have you used that time in line to come up with an innovative idea for improving the process?
Or maybe you already live in a city, county or state that has innovated the process and created - yes, I'm going to say it - a pleasant experience.
Of course, if you feel the need to sound off on your latest license or tag renewal, I suppose this forum could offer some catharsis.
But I am most interested in hearing positive, innovative concepts...
Tags: DMV, Department of Motor Vehicles, GovHelp, Innovation
Replies to This Discussion
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Permalink Reply by GovLoop on -
Innovative concepts
-Motor Vehicle Networks - in Florida, they have big screen TVs run by this network that provide lots of status information on DMV. But it also shows news. And a little advertising (so the DMV doesn't have to pay for it).
-Digital renewal - normally I get a piece of paper when it is time for me to renew. I'd love to get a series of digital reminders - add it to my calendar, a series of emails, text messages, etc
-Wait times online - I've been a few times to the DMV and the wait times seem to vary a lot. It would be great to check online what are the current wait times
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Permalink Reply by Brian Gryth on -
Steve,
All of your ideas are great. There is the one problem, at least in Colorado, the DMV's computer systems run on computers that are antiquated at best. DMVs need hardware updates if they are going to have a prayer of serving the public. They could also use more locations and staff. Cool apps and tools are non-starters in the infrastructure is not there.
Cheers, Brian
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Permalink Reply by Ari Herzog, MPA on -
I haven't visited a RMV (we call them Registries here in Massachusetts) in 10 years or more. I only conduct tasks on the website. I receive paper reminders, but the actions and forms and fill-ins and all are online. Not where you are?
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Permalink Reply by Bill Brantley on -
A simple idea that can be quickly implemented: checklists for common DMV tasks.
In October I had to transfer my car registration from Kentucky to Maryland. And yes the information is on line but it is not that easy to navigate and find the right forms. When we showed up at the office we had to drive back and forth from our home to get the documents. From the conversations in our line, this is a common occurrence for many customers.
So, why not have the information organized into a checklist that you can print out and use to guide the process? Have the necessary forms keyed into the relevant steps. Or better yet, have an entire package that you can print out for common tasks such as licensing a new driver. The information is already there; it just needs better organization.
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Permalink Reply by Peter Sperry on -
Create more career opportunities for public facing DMV employees and clearly link upword mobility into those career paths to quality of customer service. Perhaps even establsih a program to assist truly outstanding customer service reps to move up and out of governemnt into higher paying jobs in the private sector, which would set an example for their fellow workers and open slots for new workers. One of governments major weaknesses is that entirely too many employees interacting with the public on a daily basis have next to no opportuinty for promotion and therefore no meaningful motivation to to provide quality service. If 2-3 years of outstanding performance ratings in customer service led to more substantial rewards than a 2% year end bonus and a picture with the district manager, I suspect we would see dramatic improvements in customer service at DMV, TSA, IRS etc.
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Permalink Reply by Andrew Krzmarzick on -
I really like this suggestion, Peter. I wonder how it could be practically implemented...quick survey at a kiosk on the way out the door and a gift certificate as incentive - like a free car wash or coffee at Starbucks.
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Permalink Reply by GovLoop on
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This is a great suggestion.
Defining a career path and reward structure for amazing customer service.
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Permalink Reply by Katherine Clarke Radican "Casey" on -
I have to say when I lived in Georgia I had a great experience with the DMV. I had moved there and gotten married all at the same time, and had to go through the processes of changing all my IDs and so forth. Not to mention my tags as I was transfering to a GA resident. I must say, best experiences because the License and Tag offices were seperate....it made my life easier (even if I had to make two trips) because I wasn't waiting in long lines, it simplified the processes for most people and made it something that was doable in less than an hour! Loved the concept, am missing it now in VA.
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Permalink Reply by Tricia Adkins on -
I'm not sure about something innovative, but I never have understood why I need to physically go down there every 4 years for a new photograph. (And, I'm pretty sure some states have a longer waiting period for renewal). Our DMV is pretty quick when it comes to issuing license plates and things of that nature but the photo process and very long and annoying. It would be nice if we could come up with something else to replace the photo process. Maybe fingerprinting or something. I can't tell you the number of times that as a younger driver I would get questioned at bars about my identity because I was at the point in my life where I changed my hair style about every other week. And most just took a passing glance at my photo anyway. So, maybe someone could come up with a way to update that process.
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Permalink Reply by GovLoop on
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Obviously would have to think of fraud issue but would be cool if you could upload a new photo yourself or quickly update the photo.
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Permalink Reply by Christina Morrison on -
As a VA resident, I love that my interaction with the DMV is online. Pay my car tax, registration even my licence. CA DMV is a great example of using Social Media to communicate and provide great customer service. Great best practice example.
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Permalink Reply by Andrew Krzmarzick on
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CA DMV worth highlighting as a Project of the Week, Christina?
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