Blog 2: Long lines at the DMV? Who ever heard of that?

Situation
Millions of Americans experience long lines on a normal basis at their state's Department of Motor Vehicles (DMV). The article, "NC DMV Expects Long Lines, Wants 100 New Workers," describes how the state of North Carolina is trying to address this issue. Although hiring more workers may increase the capacity, productivity and efficiency, hiring more workers comes with high costs.

Currently, there are 500 license examiners. Division spokesperson, Marge Hall stated that officials will ask the legislature for 28 supervisors and 76 new license examiners. But the question is, is this the only solution to long lines?

A New Approach to the Problem
I've been to several local DMV's in the state of Missouri. By looking at how the lines are arranged, it's clearly the set up of the line operation that causes the long waits. The longest line is for plate renewals where there is only one or two clerks. There are two other lines where one is designated for the driver license while the other is for some other service. Training each employee to process all types of inquiries such as driver license and plate renewals, could make lines flow more smoothly. Also, the DMV process should be analyzed to identify steps with non-value added activities. This way, service times are reduced, speeding up the line(s).

Modeling This Problem
Three models must be created for comparison. First, the North Carolina DMV should model their current situation. Second, the new model with clerks (with no increase in clerks) who can serve all customer requests should be analyzed. Lastly, the state of North Carolina should model the DMV operation with the extra employees. Data collection for these models should include customer demand for each type of inquiry, average service times for each service, and how the line(s) is/are arranged.

Results
The models' results such as operational costs, wait times, and length of lines will be compared in order to find the optimal solution. The model with the lowest operational costs and greatest efficiency shall be implemented.

How Can this DSS Help Solve The Issue?
In order for ongoing improvement, the DMV needs a software program that allows them to re-organize their operation system. The model shall allow DMV officials to change the counter operation (i.e. single counter to multiple counters), line arrangement, number of clerks, service times, and other factors that may affect the cause of long lines. With this software, DMV officials are able to create better ways to decrease or even eliminate long lines.

Reference
"NC DMV Expects Long Lines, Wants 100 New Workers." The Associated Press. 11 Feb 2008. Retrieved Feb. 13th, 2008 from http://www.witntv.com/home/headlines/15507667.html.