Does The Department Of Motor Vehicles Deserve Its Terrible Reputation?

In My Humble Opinion
1

Disclaimer- I have never had a driver’s license. My only dealings with the DMV involve obtaining, renewing, and changing the address on a state issued non-driver ID.

The state was supposed to send me a voter registration card with my new address. It never arrived. The polling place usually does not ask to see ID or a voter registration card. But, given the importance of voting and the great importance of the upcoming Presidential election I want to be on the safe side. So, I found (more accurately my beloved found) the DMV office closest to my new apartment. Like most people, I work weekdays so I went today (Saturday).

First, I waited in line from the front door to a desk where all customers were directed to go. That took about ten minutes. The woman behind the desk asked what I wanted. I told her that I needed to change the address on my non-driver ID. She informed me that it would cost $40.50. She asked if I wanted to pay by card. I said yes. She handed me a clipboard with a form and a ticket on it. She told me to fill out the form and to listen for the number on the ticket,

I sat down and filled out the form. I help people fill out government forms all day at work. But strangely, when I have to fill out a form for myself I get exremely nervous. I filled out the form to the best of my ability and waited for my number to be called.

After about half an hour of waiting, the automated voice announced my number and told me what counter to go to. I quickly stood up and went to counter number eight. The woman behind the counter asked what I needed. I informed her of my ticket number. She asked again, politely and without a hint of frustration, what I needed. I told her that I needed to change the address on my non-driver ID. She asked for my new address and I gave it. She had me sign and date a form. She handed me a receipt and told me to sit in the waiting area and wait for my name to be called.

After about fifteen minutes, I heard my name. I rushed up to the counter. They gave me a new card and asked me to look it over to be sure everything was correct. It was. I aked if they needed my old ID. They said no, but if I wanted they could take the old ID and shred it for me. I happily gave them my old ID. I asked if that was it. They said yes. I wished them a good day and left.

To sum up- I went on a very busy day. I got what I wanted in about forty five minutes. All the workers I dealt with were quick, helpful and polite. Does involving a driver’s license make things several orders of magnitude worse? Is the DMV’s reputation based on the old days before computers? Why do they have such a bad reputation?

2

This is going to vary widely by State and even within State. Over the last 34 years I’ve gone to the little satellite DMV in Goleta (Santa Barbara) to be nothing but efficient.

3

The DMV in most urban venues tends to be understaffed and, like most offices that are understaffed and process a shitload of information / people, the folks who work there can include a few who resent the work and the clients and aren’t pleasant to deal with, but for the most part the folks there are just brusque due to trying to be efficient and help you expediently and get to the next person in line.

It helps to do some research and go to the least busy office where you can be processed.

4

I’ve never had any problems at the DMVs in 2 states and Washington DC, although the last time I went through the D/L process in a new state someone in another booth was literally crying and pleading about something. The teller I had just rolled her eyes and rubber stamped my license application. After the 30 min wait for the photo to develop, I was on my way.

I think the problem people may have is the process in coming up with the requisite documents and/or proof of ID/residency required for whatever they need.

5

When I had to renew my NYS non-drivers ID over the summer, I think I was in and out in less than 10 mins. It was super easy, no line. I had made an appointing at a midtown location and it couldn’t have been simpler.

6

I’m surprised you had to pay more than $40 to get a new ID so that you can vote. In my deep red state ID cards so you can vote are free-as I understand it they have to do free ID cards if ID is required to vote because if state ID costs, then it becomes an illegal poll tax. What state are you in?

Same if for requesting a birth certificate here if you’re needing it for voting ID. Free for that purpose, costs if it’s not for voting purpose.

As to your question, yes, the driving license can add several big layers of difficulty to the process. At least two more tricky hoops to jump through. You have to take and pass a written test of your state’s rules and laws then you have to pass a driving test out in the world in your car with a driving examiner sitting next to you. Both tests can be very nerve-wracking. Often you only have to pass those tests to get your initial learners permit, but at least in my state the drivers license bureau can at any renewal require those tests of you on any pretext or whim they feel like. Once those hoops are jumped through to the government’s satisfaction, then you have to take a number, wait, be called up to pass a vision test, so potentially step/test #3. None of which have to be dealt with or untangled successfully to get an ID card.

It’s good to have an ID that is current with the correct address but you most likely still could have voted with your old one, establishing your new address through other means such as recent pieces of mail or utility bills in your name confirming your address. Your old ID proves who you are to the satisfaction of polling place workers, they can accept other proofs of your most current address to go with that proof of your identity and allow you to vote, at least provisionally. At least in my state, which is very conservative and more than an average share of red gerrymandering. We also can accept expired IDs and drivers licenses for voting.

I know all this in nauseating detail because I’ve worked local polling places for 20 years and we have to train extensively before every election. Last May was the first election after ID required went into effect and I was pleasantly surprised at how smoothly it ended up going. Out of more than 400 voters we didn’t have to turn anyone away who wanted to vote. Here’s hoping the November one goes as well and the jerks and disruptive ‘poll watchers’ a&&holes stay away.

7

What’d be the DMV in any other state is the Secretary of State’s “Driver and Vehicle Services” facilities here in Illinois.

It generally deserves that reputation here, though, in my experience, I think it’s mostly due to being tremendously understaffed (at least in the offices here in the Chicago area), and having out-of-date, and often poorly-designed, computer systems.

Thankfully, these days, a lot of the things that one would do at at the SoS office, you can do online, but my experiences in having to go in to a facility have always been that the place is crowded, and it takes forever to get things done.

8

Same for us here in Nebraska, plus we are a very rural, relatively sparsely populated state, with brick and mortar driver’s license offices very few and far between so a lot of our residents also have to deal with a long drive for all of these hoops that have to be jumped through. And you better have the hardware and internet access and skills to go online and make an appt before you go so you don’t have to walk in and hope that your number will come up before the business hours are over that day.

9

I’ve only dealt with the DMV, or its equivalent, in two states: Texas and Arkansas. I haven’t had a particularly unpleasant time in either state. Sometimes it’s crowded and I have to wait a little bit, but the people working there are efficient and polite. No complaints from me.

10

I’ve been happy with them since 1974. Pennsylvania, Delaware, and Maryland.

11

I haven’t generally had any problems, or any very long waits. Various places in NYState.

12

I’ve had very good experiences at the DMV in my state. They helped me through a fairly complicated transaction a few years ago that couldn’t be accomplished online. Whatever reputational problems that may have been factually based decades ago seem to have improved a lot.

However, lately I’m noticing backsliding at the post office. For years I was very happy with my local PO’s service, but for a while now it seems like a race to the bottom. They removed their waste bin and when I asked they said, “We’re not here to collect your garbage.” Then recently they took out their paper recycling bin because apparently people were dropping a lot of stuff around it. They also used to be good at solving problems, but with the recent change of postmaster they’re following the regs to the letter (or so they claim).

13

I live in California, and just renewed my license. I’m now old enough to have to take a new test (written, not road) but that was done on-line as part of a refresher course. No problem. I uploaded my proof of citizenship and residence for real id also. I brought them to the DMV, but they didn’t have to look at them.
The secret was making an appointment for turning up for a new picture and eye test. I was out of there in maybe half an hour. Three years ago it was even faster. And everyone was nice.
My only complaint is that they made me take my glasses off for my picture and I look worse than usual.
It’s far better than when I got my first license over 50 years ago in NY.

14

Its been years since I had crap service at a DMV.

It so happens I was in one of our local offices just a couple weeks ago to deregister & detitle a destroyed car, to register & title a new one imported from out of state, and also order it a personalized plate. So three semi-complicated transactions. I was at the window quite awhile working with the clerk but he was pleasant, knowledgeable, and was working at a solid skilful pace through all his screens to fill out and papers to sign. Armed with an appointment made online a few days prior I was talking to him within 10 minutes of walking into the building.

The times over the decades and several states I’ve lived in when I have had shitty service it was always in areas of rapid growth, and (Surprise!) in states where the public insisted on ultra low taxes then wondered while all their state services were waaaaay under-provisioned for the headcount to be served. For sure the advent of the internet lets a vast number of transactions of many kinds take place without needing the customer to visit an office.

15

Here in California it depends tremendously on whether you have an appointment or not. With an appointment they are reasonably efficient. Without an appointment (and that is unavoidable sometimes) it’s a nightmare. Last time I had to do something at the DMV without an appointment I had to wait, I’m not kidding, 12 hours to be served.

16

One more good thing in California. When we sold our truck to a friend, we went to the local AAA office, and they were able to do all the paperwork and accept the money right there. No appointment necessary, and it was very fast. There are also DMV kiosks in at least some supermarkets, but I don’t know what kind of transactions you can do on them. I’m sure that reduces the crowds at the offices.

17

My experience was similar to yours, DocCathode. I’ve only been to the DMV here once, when I first moved here and had to get a WA drivers license. Employees were so nice and I had so much fun that I kind of hated to leave. They had cheerful greeters at the door. The guy working the main desk was funny and kept everyone laughing. He recognized my Chicago accent, so between customers, we chatted about our childhoods there. I didn’t have to wait long for my number to get announced. The woman who did the eye test was very patient and pleasant.

The DMV in WY was OK. My students always warned each other to get the brunette woman behind the desk instead of the blonde, so I took their advice, and it was smooth. It’s more fun here.

18

Back in the day, Massachusetts DMV offices were notoriously dreadful, pretty much every time without exception. You congratulated yourself if you had to wait in just 2 lines of 25 minutes each.

I moved away, but heard from friends that the situation got even worse in the '90s, leading to some ugly incidents and public outrage. The state then apparently got the message and things improved, to the point that these offices now have just a “normally bad” reputation.

Here in PA it’s average to fairly good, largely because most routine transactions are done online. (Which is probably now the case almost everywhere.)

19

The short answer is yes. The longer answer is yes, yes, yes. Rarely will you meet a public employee that hates their job as much as a DMV employee. The exception is someone who manages DVM employees, they hate their job more.

Customer Service is a fiction that never made it out of the planning stage.

20

Obviously that depends highly on where you live. My last bad encounter with a DMV was in Phoenix in 1984. Since then I’ve lived in 3 other states, moved at least 6 times, bought & sold easily a dozen cars, and have never had a lousy in-person DMV experience since.

Since the widespread adoption of online self-serve for routine transactions and appointments for in-person, the problem stories always seem to involve people unwilling to make appointments or unwilling to read and follow directions on necessary paperwork to complete their transaction the first time.