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The Commissioner's Report
New Jerseyians deserve
better customer service
Decades of neglect have eroded the quality of customer service at DMV. Visits to DMV are characterized by long waits, unpleasant clerks and inefficient procedures. The facilities themselves are a disgrace. Some do not even have public restrooms and seven of the agencies have less than half of the required 4,400 square feet.
This is unacceptable. DMV is a customer based agency and should be held accountable for a high level of customer service.
Creating a more customer friendly place of business requires that employees go through customer service training. Small details can mean large progress for customer service. For example, employees should wear nametags to eliminate the "us versus them" attitude so prevalent in the agencies.
DMV must also better accommodate New Jersey drivers. DMV must make physical improvements at its facilities and offer better hours and more locations. For more accessibility at the DMV, the Commission has recommended selected Saturday hours, new software for phone centers and a review of agency locations.
The Commission also recommends that DMV develop the use of self-serve options such as the Internet and kiosks for routine transactions that do not require authorization.