Single Point of Failure: Good Times @ the DMV
Jan 2nd, 2008 by Brian
This office opened at 10am. Sure, others opened earlier, but this is the one directly between home and work (also, I’d have been back in sleep deficit if I’d tried for one of the other locations - which apparently had similar lines). In any case, the line behind me was as long as the one in front of me.
I know it’s a tradition and all that goes back to 1889, and I’m happy that we have separated the two holidays, but it makes me a little sad to still celebrate Lee-Jackson Day. At the very least can we continue with our government services for that day?
Single Point of Failure:
Using one device or communications line to perform a function. In order to ensure continuous operation, two or more devices or lines are used. Any computer or communications system that contains only one component to do a job creates a single point of failure. If that single component fails, there is no alternate one to take its place.
In the case of the Virginia Department of Motor Vehicles the Single Point that failed this morning was the apathetic woman working at the front desk. The DMV’s system for managing lines at their service centers works like this:
Customers entering a Virginia DMV service center proceed to a central information counter where a staff member gives them the proper forms to fill out and assigns them a number based on what service they require. This ensures that customers end up with the right form at the right place, rather than waiting in an endless line only to find out they need to get more information and stand in line again. (source)
Looks great on paper except here’s the thing, sometimes (today for instance) you need more than one person performing triage on the line and BOTH people ought to be more on the high speed spectrum of employee ability. The girl at the desk clearly hated both her job and people. Maybe if it is only one hour into your job and you’ve just had at least three days off (two of which were paid by fellow citizens of the Commonwealth), maybe you should find another job. Please.
The lobby of the DMV had several hundred chairs, most of them empty, meanwhile the line to sit in the chairs was out the door, down the hallway, and snaked past Talbots and the kiddie play pen thing. I waited 51 minutes in line for a ticket and was then out the door and to my car 5 minutes later.
Time ticket B114 was printed: 10:51 am
Time receipt was printed: 10:56 am
What really sucks is that the service center is going to get credit for a five minute transaction. “Hey, go us… customer B114 showed up at the front desk on Jan. 2 and was out the door and satisfied in only five minutes! Aren’t we just the model of efficiency?”
No. No you are not DMV.
Now, the purpose of my visit was to renew my (expired) vehicle registration, a process that I began way back in August ‘07. Since then the car has been in the shop at least three times because in order to renew your registration you must first pass an emissions test, a test that my car has been reluctant to pass.
Anyways, my number is called and I go up to the counter…
DMV Guy: What can I do for you today?
Me: I’d like to renew my registration! <big smile>
DMV Guy: Do you have the form?
Me: Yes! <hands form over>
DMV Guy: <looking over form, typing into computer, realising how way, way past expired my car is, brows deeply furrowing>
DMV Guy: Sir, have you been driving your vehicle with expired plates?
Me: Um, no? <hopefully displaying completely innocent face>
DMV Guy: <not believing a word of it but continuing to process the transaction>
DMV Guy: You know the fees went up as of Jan 1?
Me: <blank stare, thinking… wtf?! Like I’m not going to pay it now that I’ve learned the fees have increased? Is there another option that I missed where I no longer have to register my car in the state where I live? Is there some kind of appeal process for not paying the higher fees? Of course I’m going to pay the fees. It’s $103? So what! I just paid $1,700 to get the damn check engine light to turn off and thus allow me to pass the test. What’s another hundred buck? You dummy.>
Me: Ok <hands over credit card>
DMV Guy: Thank you, Happy New Year.
Me: <indeed>
Quote:
“Maybe if it is only one hour into your job and you’ve just had at least three days off (two of which were paid by fellow citizens of the Commonwealth), maybe you should find another job”
OK, that had me rolling.
Nice one.
Why don’t you just take of the console and unscrew the light that makes the check engine stencil light up? That’s a no brainer. I would have done it for you and only requested cookies. Mmmmm….coookies….
@ Mike: Thanks!
@ Frances: The guys at the first garage had a similar scheme in mind. They wanted to cut a wire and see what might happen. There was a good chance the light would go off and the test would be passed. There was also a chance the engine might never start again. How about you just stick to being a human GPS and leave the auto repairs to the mechanics? ;)
Well, Snarky Snarkerton, I didn’t say “clip a wire and see what happens” i said TAKE OUT THE LIGHT BULB. Unless your car operates like old school christmas lights, i’m fairly certain it would continue to start until something completely unrelated got screwed up.