Connecticut Senate Bill SB00635

Connecticut 2013 Regular Session

• Introduced: 1/24/13
• Refer: 1/24/13

Caption

An Act Concerning Customer Service Waiting Times At The Department Of Motor Vehicles.

Impact

If enacted, SB00635 could have significant implications for how the DMV operates and allocates its resources. By requiring a systematic review of waiting times, the bill seeks to identify areas needing improvement, which could lead to changes in staffing, such as hiring more personnel or restructuring current operations. The expectation is that by addressing these delays, the overall customer satisfaction will improve, thereby indirectly influencing state laws related to public service efficiency and responsiveness. It could set a precedent for similar reviews in other governmental departments seeking to bolster customer satisfaction.

Summary

SB00635 is an Act concerning customer service waiting times at the Department of Motor Vehicles (DMV). The bill mandates that the Commissioner of Transportation must review the customer service waiting times across various DMV branches as well as on the department's customer service phone lines. Following this review, a report detailing the findings must be submitted to the Joint Standing Committee of the General Assembly with cognizance over transportation. This initiative aims to enhance the efficiency of services provided by the DMV, responding to concerns regarding long wait times that have affected customer experiences.

Contention

While the bill aims to improve customer service at the DMV, there may be concerns regarding how actionable the findings of the report would be and whether they will lead to effective changes. Some may argue that simply reviewing wait times may not address deeper systemic issues such as funding levels, technology use, or training protocols within the DMV. Thus, the discussion around SB00635 may evoke differing opinions on what constitutes effective reform in public services and how best to implement those changes.