Roanoke Times
Copyright (c) 1995, Landmark Communications, Inc.
DATE: TUESDAY, August 17, 1993 TAG: 9308170063
SECTION: VIRGINIA PAGE: C-1 EDITION: METRO
SOURCE: PAT BROWN STAFF WRITER
DATELINE: LENGTH: Medium
Monday morning a new DMV branch opened inside the lower level of Crossroads. It's taking the place of the old Tanglewood Mall and Peters Creek Road DMV branches, and it is big and bright, with 18 shiny new teller stations.
A blue, lighted sign marks the entrance to the spacious lobby. The counters, carpet and chairs are decorated in blue, white, gray and wine.
Hidden from the lobby is a large suite of offices that houses DMV's safety division, international registration, investigative services, commercial licensing, point system tracking and maintenance management.
But for all its splendor, the new customer service center is meant to help the DMV toward its goal of "trying to design programs that prevent people from having to come into DMV," according to Regional Director James Collins.
In the space that used to be the lower level of Heironimus, a DMV receptionist is stationed at an information desk. A stop here can save you time if all you need is a handbook. You can pick up forms at the front desk, too, and fill them out before going to a teller.
That's what Collins advises.
He oversaw the move out of the Peters Creek branch last week and the opening of the new facility. He will oversee the closing of the Tanglewood facility on Friday. Collins says the move was made because the agency can get more space at a cheaper rate.
Collins said the new combined facility is 4,000 square feet larger than the two buildings previously occupied by the branches. But the DMV's rent - $150,000 a year - will be only $4,000 more than what it was paying at the two branches.
Savings will come from staff reduction by attrition, Collins said. He said two management slots and three other positions recently vacated will not be filled, saving $154,000 annually.
He said he has not yet seen a decrease in customer demand because of new programs designed to get DMV customers to make their transactions through the mail.
Last month, drivers began receiving offers from the DMV to reduce the cost of renewing registration if they did so by mail. A car owner could save $1.50 on a one-year and $3 on a two-year registration.
DMV was swamped with cost-conscious respondents, and local law enforcement officials were asked to allow drivers extra time to remove old stickers because DMV was backlogged in issuing new ones.
Other new programs seek to reduce trips to DMV branches. For example, some car dealers are now equipped to electronically register, tag and title cars they sell.
DMV also is offering to renew five-year driver licenses any time during the two years prior to the renewal due date.
Collins says these measures make him foresee a day when drivers will have to show up at the DMV only every five years to have their license pictures made.
Collins said his Crossroads facility got had gotten mixed reviews on Monday. "They said it's a beautiful facility," he said, "but some say `it took me a little while to locate you.' "
Ralph and Mary Shanks weren't complaining. They found the Lexington DMV office closed this morning and made a call to state police to find out the next closest facility to their Buchanan home.
"It's convenient," said Mary Shanks.
"It's one thing the governor done right," said her husband.
Ed Via said it was "no trouble" finding the new office because he had lived in Roanoke for 67 years. He just wished the Peters Creek staffers had told him Friday when he was there that they would be moved by Monday.
Karen Phelan walked across the mall hallway to use a telephone at the Waccamaw store. She said she missed the water fountains and pay telephones usually available at DMV branches.
"Compared to New York it's not bad at all," she said of her half-hour wait while daughter Alysson took her driving test. Back in Long Island, where the family used to live, Phelan said, the lines were "out the door, and that was on a good day."
by CNB