How DMV Online Appointment Scheduling Increases Efficiency

True story: I had to visit the DMV this week to register my car. As an employee of a queue management software, I resent lines a little more than the average person because I know there is a solution that eliminates lines and waiting (ahem, QLess).  

When I arrived at the local DMV branch in Pasadena, it was really difficult to find a parking spot. Inside it was teeming with citizens, every single chair was taken and people lined the back wall --Just waiting-- I panicked!, did all these people have appointments or were they walk-ins?  I'll never know...

But at least I had the good sense to book an "appointment" (booking the first available 11 days ago). Alas, even with an appointment, I still waited 30 minutes. When my number was finally up, I asked the lady helping me, "It's past 4 o'clock and you close at 5 - what happens to all these people waiting?" Her reply: "We shut the doors at 5 and have to process every single person." I asked how late she typically stays after 5pm.  She flatly said, "Usually until 7pm. It's really tough when you have little ones." That is two extra hours our DMV employees work - in overtime, to boot! 

DMV employees start their day at 8am and stay until 7pm - is it any wonder they're often disgruntled and unfriendly at the counter working 11 hour shifts most days?. Additionally, it is imperative to highlight that allocating state funds towards compensating thousands of employees for an additional two hours of overtime per day, five days a week, represents a significant misallocation of budgetary resources.

Come on California! You're the epicenter of innovative technology - we can do better than this!