Department of Motor Vehicle popularly known as DMV does not need any introduction. It is America's automobile lifeline. It is a government body that offers innumerable vehicle related services like attaining identification card, driver's license, vehicle registration, name plates etc. According to its website, Virginia’s DMV serves a customer base of around 9.5 million licensed drivers and ID card holders. It proclaims of more daily face to face contact with Virginians than any other state agency. The website also aims of promoting safety and service through DMV agencies. Consequently, It is told that after 9/11 tragedy, the DMV adopted stringent methods to avoid any misuse of driving license, I-cards etc by its customers. And changing times and circumstances brought modifications in its rules and laws. The introduction of non acceptance of Employment Authorization Document (EAD) as proof of legal presence to attain driver’s license or ID card is DMV’s recent law. According to media reports, this was announced by Governor Bob McDonell in September, 2010 in reaction to alleged drunken driving car crash case in Prince William County. In this case, an illegal immigrant ‘Carlos Martinelly Montano’ of Bolivia was already awaiting a deportation hearing when his car collided with a vehicle carrying three nuns.
The new reform has already invited lot of criticism and it seems that every time a driving related crime takes place, a new law is regulated to curb it. And here, it would not be inappropriate to say that somewhere down the line, civilians mostly people living here legally bear the brunt.
It is noteworthy that DMV’s website brags of ' Peak performance- everyone, everytime' as their vision. While some DMV agencies are living up to the expectations like the one located at Lynchburg VA, there are many that will go a long way in fulfilling its mission and vision. The department at Sterling is one of the examples. My internet research gave an insight of how customers went through all sorts of hassles here. The following write-up is a glimpse of my experience at Virginia’s two DMV agencies.
Aware of the messy situation at DMV Sterling, we repeatedly chose going there to attain my driver's license, for a simple reason that its office location was closer to our residence. And it was 'Convenient'. It was my second road test attempt and third visit to DMV. We picked a Saturday morning of summer 2010. Temperature was soaring outside their building as we joined the long queue where women, men (of different ages, nations, origins, etc) were waiting. It took us 40 minutes to get to the entrance and another 40 minutes to attain the token for the call. It was still not noon and as the customers kept pouring in, we saw their in-charge making her way through the crowd and rushed towards the entrance gate. She taped a notice on the glass door that said that they wouldn't be holding road tests after noon. On asking the reason we were told that DMV was running short of staff that day!!While we were still waiting in line, something astonishing happened. This was something that one would never expect from a customer service center in America.
An over 70 years old tall, fragile white American, awaiting his turn in queue almost fell! The customers nearby came to his rescue and made him sit. A young woman, who looked like his daughter's age kept rubbing his back and asked if he was suffering from diabetes, or any other illness. Another man bought him a glass of water. He was answering in a feeble voice. May be he was fatigued or exhausted after waiting long in the heat. But we were helpless. The only thing we could offer this old man was our child's juice that he willingly gulped down his throat. It looked to me as though I was watching a reel life scene from ABC channel's 'what would you do?' though there were no actors, no hidden cameras, no mikes and no Emmy awardee anchor John Quiñones.
Meanwhile, the agency in-charge called emergency services. The rest of the staff seemed busy attending customers. With their loud emergency warning sirens and beaming lights, an ambulance rushed to the spot. Their staff brought a stretcher, oxygen mask and other necessary medical equipments. Now this old man was in their hands, within few minutes he was laid on the stretcher and left the DMV office along with ambulance staff. This miserable old customer who would have headed for DMV (all alone) for some vehicle related work, must have come by a vehicle only to be landed in hospital by ambulance and that too without getting his work done!!!
It is noteworthy to know that it is not about this senior citizen alone but for all those who would have or may fall prey to such an unorganized set-up. This incident left many unanswered questions. Firstly, why such a DMV office that caters to a large number of customers has not arranged a separate place with ample chairs and information desk for senior citizens? Secondly, why can't they extend their office and staff looking at the number and size of customers dropping in or extend their operating hours. Thirdly, why don't they have complaint box or customer satisfaction feedback? And there could be many more questions worth a discussion.
Well, I shrugged thinking about the incident and reminded myself that I was there for road test. This time well prepared as I was no more a novice driver. After waiting for three long hours (there were more than 80 customers who were in the same situation. Patiently and meekly waiting. Some reading books others just miserably sitting, if they found a vacant chair while many others submissively remained stranded). After appearing for vision test I was called by the road test examiner. One Mr Khan who looked like a middle aged person of Asian origin. This was the same examiner who previously sent us home on the grounds that one of the reverse lights of my car was not functioning. At that time, I was instructed (the instructions seemed as though the examiner was mumbling to himself) to show front and back lights of my car. I turned my keys and started the engine only to be yelled and screamed by the examiner as to why I did so and my exam was over!!! We were asked to be back once the car lights were fixed.
So, here we were returning after few days and co-incidentally taking the test under the same frowned looking examiner. After making second road test attempt, which I thought went o.k., the examiner led me inside the office, went through 'driver's hand book', and showed me a couple of pictures that indicated that I failed the exam!!! I was bewildered, I was not told that I failed instead I was given some reasons in the picture that I did so. I argued his decision with the in-charge but she defended her staff. It seemed to me that the examiner was biased; maybe he just misused his authority, or probably he was right or perhaps he was in a hurry to go through other customers road skills!
My invaluable learner's permit was handed back to me. This card was so dear to me because for acquiring that too, in our earlier visits, this DMV staff made us run from pillar to post. For them, my USCIS approved documents were not convincing enough that they could issue learner's permit. And rules are rules. They have a long list of guidelines.
A couple of weeks later we happened to see our friends in Lynchburg, VA. It is 171 miles away from Sterling, VA. We were told that DMV service was good there. So, I instantly went to apply for the Driver's license . The agency was swarmed up but the line was moving at a faster pace. The staff at each window was greeting the customers warmly unlike DMV Sterling staff. The office looked neat, washrooms were clean too. I was taken aback, literally! How I wished we too at Sterling had such a facility.
The road test examiner who judged some 4 learners before I underwent the same (it seemed that nobody flunked), looked energetic, pleasant and confident. She tested my road skills, led me back to the office and congratulated me for passing the exam. As I expressed my gratitude to her, she said that I passed on my own. I was delighted for getting my license in one hour and that too with utmost dignity!!
Well, the beautiful city of Lynchburg is known for Liberty University. But for me it is remembered for its DMV. An ‘unforgettable DMV,’ that gave me my much awaited freedom. Located in an inconvenient place but a very satisfying DMV. Meanwhile, keeping my fingers crossed for DMV Sterling.
