I can remember when I dreaded a visit to the Department of Motor Vehicles, anticipating long lines in an uncomfortable waiting area, combined with overworked and often frustrated employees. The DMV has, for decades, gotten a bad rap and multiple complaints about poor customer service. But that was then, and this is now. Today citizens are treated to a new and improved DMV, and employees of the DMV deserve our thanks and appreciation.

My recent experience confirmed that. The employees who helped me were friendly, cordial, and resourceful. Customers were less anxious due to shorter wait times because the Connecticut DMV now has a wonderful new system in place. With healthy social distancing a pandemic-era priority, a reservation system was created. Today members of the public can reserve an appointment beforehand to avoid the crowds, wait times, and aggravations. One DMV employee told me that the new system allowed them to process tasks in a more efficient and helpful way, and to spend more time focused on each customer with less stress.

The COVID-19 pandemic has forced virtually every business and government agency to rethink its operations and redesign interior spaces and customer interactions.

Andy Ross

Norwalk