Some of these latecomers are still waiting in line when the office closes for the day. Several years ago, you made it possible for people to use a credit card to pay both their fees and their tickets. That turned out to be a big help. Still, many citizens simply don't read the information you send them. Thus, some of the problems are the customers' fault.
People often arrive at the division's offices unprepared.
Some don't bring the necessary paperwork. Others seem surprised that, in addition to the fee for their license or car registration, they also have to pay off their outstanding parking tickets. All too often, when a DMV employee explains to a citizen that renewing a license or registering a car will require a second trip back to the DMV office, the confrontation can become unpleasant. This unpleasantness is contagious. When a citizen who failed to read your mailing blames his problem on an employee, the employee reacts with predictable indignation.