Connecticut’s Bond Commission has approved $1.8 million in modernizations for the Connecticut Department of Motor Vehicles’ (DMV) outdated customer-contact center.
The objective of the upgrades is to improve convenience and timely service for customers, including reducing wait times on telephone calls, said Gov. Dannel P. Malloy. The commission approved the funding last week.
The technology in use now was last updated in 1993 and annually leaves several hundred thousand telephone callers stranded and unable to get through to a DMV agent because of the system’s limited capacity.
The new, upgraded system will give customers the option to complete registration renewals over the telephone as a convenience for those who choose not to use the agency’s available online services. Customers will also be able to get calls back instead of waiting. And the system will continue to have e-mail assistance, which the agency currently offers.
Last year, the DMV customer-contact center provided answers to over 2.1 million callers.
Work is expected to start in December or January for designing the new system and will take about nine months to complete.
