It's certainly not the fault of the agents at the office, but more broadly, there are systematic things at play here. 1) Having lines that go on for hours *to get a number*. That means the statistics on usage and wait are all under reporting...
I talked to the (very helpful) DMV guy who works the line at Daly City. They are badly underfunded and understaffed across the line. I agree that it's a travesty, but I think the DMV is not the one to blame
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2) Not providing customers with information, meaning they have no way to identify if they will even be seen. 3) not sending renewal notices out in enough time to make appointments The list goes on. The org needs to do better.
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