I read the article “DMV says it’s making inroads against wait times” (Aug. 4), with great interest because I had just sent a detailed letter to the governor after spending three hours to get my son's first driver's license, I suggested five ways to improve the DMV right away:

1. Set up a customer service monitoring system with real consequences for workers who do not see a certain number of clients in a day.

2. Have a computer system, when you walk in the door, that asks you a series of questions to determine if you even have to be there. Can you finish or complete your needs right there online at a computer kiosk, or go to an outside contractor, i.e. AAA?

3. Develop a computer system that scans the paperwork in your hands to determine you have everything you need to complete your transaction that day, and if not, saves your file until you provide needed documentation. Also, can be completed online.

4. Set up clear lines of demarcation: Which window service, which need? Dedicate workers to walk the lines, answer questions, guide people and monitor wait times.

5. A commissioner who comes from the customer service industry or consultants to help.

The DMV as it is paints a dark stain on the Malloy administration due to its continued lack of efficiency.

Gil Gallant

Waterford