Registry of Motor Vehicles

If I could give zero stars, I would.
We went yesterday for a License Renewal to get a new photo. First, we walk in the door and there are about 20 people sitting & waiting. Not a good sign. I look up and there are 4 people sitting behind the counter helping no one. What? Oh, those 4 people are only for the E-​ZPass customers. Too bad there weren’t any of those customers. During the HOUR plus we had to wait, the E-​ZPass line reached 5 people, one time, for a brief minute. Other than that, they had a minimum of 2 reps sitting doing nothing while waiting for customers.
When we took a number to wait for the RMV side, there were 2 employees processing renewals. Since it was around noon OF COURSE one goes to lunch. You would think one of the 4 sitting and doing nothing would be trained to step in and help w/​renewals — it can’t be rocket science — but apparently it is because they didn’t. 20+/- people waiting, one poor guy doing the best he can to service customers. Don’t both these groups fall under the DOT?
I don’t have a problem with people taking lunch — but not during the busiest time. Can you imagine if you went to a McDonald’s and you can’t eat lunch because 50% of the people who work there are at lunch? No. There should be coverage when someone goes to lunch if there are customers waiting. Apparently a concept far beyond the Massachusetts RMV.
Also, I would guess more than ½ the people who showed up and took a number left before their number was called. The clerk would have to call 2 to 3 numbers before someone got up. I think that would be a fair indication that you have a service problem. Because, guess what, all those people have to come back and will go thru the same ridiculous process.
Lastly, it is really a new low when the customers waiting to be serviced have to help the new customers coming in the door get to where they want to go. People would come in, stand there and look around, back up, go to the number machine, walk away, stand there, look around (All while the 4 reps were twiddling their thumbs) until a waiting customer would tell them if they wanted E-​ZPass stand next to the white post. If it was RMV, fill in a form, get a number and take a seat.
Pathetic use of taxpayer money.

Fast Lane service is fast but Licensing and Registration RENEWALS ONLY !!!