One of my
own rules for effective self employment is to save personal tasks for
non-working hours. The New York State Division of Motor Vehicles makes this
impossible, they don’t have any evening or weekend hours. I learned this on
their web site where I also obtained instructions for registering a car. The
online information included step by step guidance and a fillable form to speed
the paperwork and records I needed, along with a cup of coffee, a writing
assignment and two newspapers I arrived at my chosen DMV office mid morning.
There was more of a crowd than I had hoped but it only took a few minutes to
get to the information desk, explain the reason for my visit and receive a
small slip of paper with a number, C574.
I was told to take a seat and proceed to the window indicated when my
number flashed on an overhead screen. I started on my work and looked when a
tone indicated a new number flashing on the screen
I had just
barely opened the newspaper when my number popped up and I walked over to the
designated window. I started to explain why I was there when the clerk asked me
for the slip with my number. Once she took it, I presented my documents and she
asked a few questions. I signed in one spot and the clerk printed out my
registration, and handed it to me along with my new license plates. Since I was
standing and waiting for more of a hassle she looked at me and said, “You’re
done.” Twenty minutes, start to finish, I had paid for an hour of parking and
was planning on extending the time when needed.
employee was super friendly. The woman who completed my transaction was not
chatty but she did have everything ready for me. Maybe it was the online form,
or the intake desk but the DMV figured out how to make a previously dreaded
process pretty much painless. I remembered that I had visited this office once
last year and had a similarly simple transaction.
the same day while checking a wage and hour question for a client I reviewed
records and government web sites. Then I picked up the phone and received a
clear answer very quickly from a state department of labor. A few months ago another
department of labor representative actually
called me back a few hours after they couldn’t give me an answer during the
government agencies efficient and easy to navigate? If I issued a call for
horror stories, I would get plenty and could add my own. But when we have
experiences that exceed our expectations, or contradict stereotypes, it’s a
good time to think about the steps taken to reach the result. If the DMV can
make a process user friendly I bet you can too.