With new computer system wait times at DMV worse than a year ago [WTNH]

November 9, 2015

Article and video as it appeared on WTNH.com

WETHERSFIELD, Conn. (WTNH) — It was supposed to make your life easier, but so far a new expensive computer system at the Connecticut DMV is making it worse. We told you about the long lines over the summer at DMV. That was expected at first, and for the most part, the long lines are gone, but the wait times are worse than before.

11 weeks after the transition to the new, $25 million computer system at the DMV, wait times are more than three times longer than they were a year ago. In October of last year, with the old outdated computer system, the average wait time at DMV was about a half hour. According to the DMV’s own numbers, the wait time now averages an hour-and-a-half.

Jean LaMothe of Stamford told us today he waited “About two hours,” “It took about an hour-and-a-half today. I was here on Saturday as well and I just couldn’t wait in line. I had been told by people who had been waiting it was a three hour wait,” said Nancy Sullivan of Vernon. “I came here to get my motorcycle endorsement on my license and it took about an hour and a half to an hour and forty-five minutes,” Wayne Ruffino of Bristol added.

News 8 has learned that state lawmakers have been getting tons of complaints about problems at DMV. So much so, that the ranking members of the Transportation Committee have formally requested answers to a list of more than a dozen questions about DMV service delays now that the new computer system has been on line almost two months.

“We’re doing everything we can to mitigate and reduce the wait times for our customers. We know that’s a pain point for them.” said DMV Deputy Commissioner Michael Bzdyra. Bzdyra admits that there continue to be glitches in the system, and that the vendor and the I.T. staff are still working them out. He also notes that in other states that have transitioned to the same computer system, it took months to straighten everything out. DMV is not willing to give an estimate on how long the long waits are going to last.

“We are reviewing this data closely. It is critical that we be faster and more responsive to customers because they deserve no less. While we are just 11 weeks into the launch, we know that wait times must be brought down. We are working to resolve it,” said DMV Commissioner Andres Ayala, Jr.

Like at the deli department, you now get a numbered ticket at the DMV. We’re told that these wait times do not include the amount of time people are waiting in line to get the numbered ticket.