The Otsego County Department of Motor Vehicles office in Cooperstown has added a new feature — a welcome desk where a staff member helps ensure customers have all their documents and forms before going to the counter.
Otsego County Clerk Jennifer Basile said Wednesday, July 2 the desk began operating this week, and that customers and staff have commented favorably about the change.
The welcome desk clerk is now the first point of contact for customers at the DMV. Their role is to assist customers before they approach the counter, making sure all forms are filled out and documents are in hand for their transaction. That helps customers avoid having to wait in line, only to be told they don’t have everything they need.
Another change is the consolidation from two lines to one. Previously, customers completed their paperwork in one line and then paid in a second line. Now, they can complete their business all at once, improving efficiency.
Basile said the Cooperstown DMV currently has three teller windows that handle everything. One is for cash or checks. The office plans to add a fourth window that will accept cash, checks and payment cards.
The equipment for the fourth window is on order, she said, and she hopes to have it in by the end of August.
The Cooperstown DMV recently switched to its summer office hours, 8:30 a.m. to 3:45 p.m. Monday to Friday. The schedule runs from July 1 to Aug. 31.
No appointments are necessary during business hours, however there are processing times for certain transactions.
The rush from customers wanting a REAL ID seems to have slowed down, Basile said.
Since May 7, those traveling by air have needed a REAL ID — or another acceptable form of identification, like a passport — to board domestic flights, as well as access certain federal facilities. The rush to obtain the upgraded, state-issued ID caused long lines at the DMV.
“One day we had 300 people by 10 or 11 o’clock,” she said, with the line of customers extending out into the lobby.
The county DMV also operates a satellite office in Oneonta, at the lower level of 242 Main St. The office is open 9 a.m. to 4 p.m. Tuesday to Thursday. Walk-in service is available 9 to 11:30 a.m. and by appointment only from noon to 4 p.m., with the last appointment at 3:30 p.m.