Changing to improve service to community


Vehicle registration office offers customers appointment option to lessen waiting time

Photo by Chrystal Smith Marianne Moffett assists a customer with a vehicle registration transaction Sept. 10 at the Wiesbaden Vehicle Registration Office at Mainz-Kastel Housing Building 7514. Call mil 337-7819 or civ (0611) 705-7819 for more information or to schedule an appointment.

Photo by Chrystal Smith
Marianne Moffett assists a customer with a vehicle registration transaction Sept. 10 at the Wiesbaden Vehicle Registration Office at Mainz-Kastel Housing Building 7514. Call mil 337-7819 or civ (0611) 705-7819 for more information or to schedule an appointment.

Now that the appointment line is up, average waiting time is down for customers at the Wiesbaden Vehicle Registration Office.

Giving customers the option of making appointments to work out privately owned vehicle matters has taken the average wait time for walk-ins from about one hour to 30 minutes.

“Due to the influx of personnel coming from Heidelberg and Mannheim, V Corps deactivating, and the furlough, we were suddenly overwhelmed and had to adjust a bit,” said Staff Sgt. Jean-Paul La Rue, VRO noncommissioned officer-in-charge, of the increased need for vehicle registration services over the last several months.


In an attempt to facilitate better service and to alleviate customer frustrations at the office, managers began offering customers the option to set 30-minute appointments for any of 18 different vehicle registration transactions and services.

“This way a customer can make appointments to best fit their schedule. It allows them freedom to take care of what they need to with their vehicles,” said La Rue, pointing out that set appointments take priority over customers who walk in, and that customers don’t have to lose time waiting for service.

La Rue also noted that customers cannot make same-day appointments. “In those cases they can just walk in or call and set an appointment for another day,” he said.

Also, cancellations should happen at least one hour before the time an appointment is scheduled. “This frees us to give faster service to walk-ins if the staff is aware of a cancellation well ahead of time,” he added.

While the office logged a high volume of complaints regarding wait time, another major issue was customers showing up with incorrect or improper paperwork for the requested transaction.

“Some of our customers would wait such a long time to be seen, and then we’d call them up and they would have the wrong paperwork,” said La Rue, saying that customers can call the office for clarification.

La Rue said the type of transaction determines what paperwork and actions are required before one’s vehicle registration appointment. The office can assist customers with the different types of transactions — exchanges requiring payment — which include: Registering a new or used vehicle, registering an inoperable vehicle, acquiring temporary license plates, transferring the title (agent/owner), initial registration of a vehicle, renewing unexpired  or expired registration, replacing lost or stolen license plates, initial or replacement handicapped placards and replacement of decals.

Administrative services such as change of data, updating insurance information, change of lien data and change of address are cost free.

“It’s important that customers know that vehicle inspections must be accomplished and owners must have proof of insurance before registration renewal,” said La Rue, noting that often customers would be turned away.

The service is gradually improving with the customer’s needs and convenience in mind, said La Rue.

“We’re in the process of finding ways to better serve them,” said La Rue, hinting at possible changes to the office’s layout to facilitate speedier service.

Customers can call mil 337-7819 or 7821 or civ (0611) 705-7819 or 7821 to schedule appointments or ask questions. Also, visit www.wiesbaden.army.mil/sites/directorates/vehicle_reg.asp to download forms and more information.