WETHERSFIELD, Conn. (WTNH) — Connecticut’s new Department of Motor Vehicles Commissioner Michael R. Bzdyra announced Monday that the department will undergo major organizational changes.
According to Bzdyra, the changes are designed to improve customer service across a number of units within the department. In addition to technological difficulties the department has faced after converting to a new computer system, the new changes are designed to improve operational efficiency, accountability, and provide a better experience for Connecticut motorists.
“After becoming the Commissioner, I have decided that long-overdue changes are needed now and they would come even without our technology problems seen in the last few months,” Commissioner Bzdyra said. “We are making organizational changes to make the customer experience with us much, much better than it has been. It’s time for a fresh look at changing old ways of doing things at DMV.”
“In the last 45 days since becoming Commissioner, I have seen many other areas, beyond the technology system, that we must act on now. These will be worked on in parallel with the system improvements,” the Commissioner said.
Bzdyra has created a new Chief Operating Officer role that will coordinate activities of several major divisions to ensure services have a strong focus on customers’ needs. The new COO will also respond to issues that create difficulties in doing business with the DMV.
According to DMV officials, the Commissioner appointed to the post Division Chief Jim Rio, who brings many years of state and local government administrative experience to the job.
To help handle the thousands of customer service phone calls the DMV receives every day, Commissioner Bzdyra has also appointed Division Chief Ken Nappi to oversee consolidating all incoming customer phone lines into a single, streamlined and efficient customer service operation.
A new unit of the DMV, called the Project Management Center of Excellence, will bring more accountability and will discipline the processes and oversight of projects that have significant impacts to customers, partners, and the DMV itself.
Finally, Commissioner Bzdyra also created the Agency Training and Management Reporting division, which will report to the Chief Operating Officer. It aims to improve training that enhances delivery of customer services. It also will collect statistical and other management reporting data across agency business lines.
“With these and other changes, we are determined to make this a strong customer-centric organization. And we’re going to do what it takes,” the Commissioner said.