Move the sign

Went to MVA to meet with a fingerprint services company. The local MVA is a smaller facility compared to the State headquarters. This location has two entrances at either end of a long single-story building. The original intent was that customers with registration issues would enter through one door and licensing through another. Over time the entrances have become generic and there is a check-in desk at the center of the building. So it doesn’t matter what entrance one uses. 

Outside of one entrance is a sign for the fingerprint services company. One would guess that customers would enter through the entrance next to the sign. Once inside customers find that the fingerprint office is at the other end of the building, closer to the other entrance.

I explain all of this because of what was observed while waiting. Inside the entrance opposite the fingerprint office is a Trooper stationed at a lectern. While waiting, I observed customers approach him several times with questions, some of which regarded the whereabouts of the fingerprint office. Appearing annoyed the Trooper would direct the customers to the other end of the building.

The Trooper is stationed there for building security, not information. But stationed at a lectern, in uniform, near an entrance is going to attract questions. It would not relieve all of the questions, but simply moving the fingerprint services sign to the building entrance outside of where the office is located would alleviate many.

Businesses large and small see this or don’t see it, a forest for the trees kind of thing. Simple solutions that will reduce stress on a job or person. Sometimes it is poor planning or the next great idea that wasn’t vetted at all levels.

Management makes changes for employee well-being or system improvement. If the people at the top are not completely familiar with the issue sometimes the change can actually cause problems. Management needs to see the problem from the source and get employee input at that level. Employees who identify problems have to be empowered to make “field” decisions that can quickly solve issues and improve service.

Sometimes simply moving a sign to a better position can make a world of difference.