zencurry wrote:I think one of the issues is that people are assuming that this is a FIFO buffer (FIrst in First Out). The truth is it could be an alphabetic assignment to a particular officer's cue, this officer handles a-g, this officer handles h-k, etc. It could be that each officer just gets a stack of applications (I know and understand that this is supposed to be all computer based, but the analogy holds true in the digital age as well). In any event the following scenario is a possibility:
Say that officer A has a large chunk of applications and is working through them, then officer C stands up and says I finished my stack, who needs help. Then officers A, B, D hand off 10-20 applications to officer C. It is very easy to see how one's own application could stay in the middle of the proverbial stack for some time.
It is not like they can call out and hire a bunch of temps to help them out.
I actually understand the fact that they come out piecemeal fashion... It's an involved process, and one that involves various "local" jurisdictions, all with varying levels of responsiveness. IMO, thats a pretty understandable thing. I think most of the frustration I've seen here is the lack of responsiveness, or communication from RSD. I personally, don't have many complaints at this point with the length of time, as I'm only at 53 days total. I'm also new to TX, so I'd expect a bit of a delay there too, even though I have a perfectly clean record. I will say though, if I was at 70+ days, I could totally understand some frustration on the length of time it's taking.
Bottom line, its a "terms and conditions" thing for me.... You pay $140 (unless you are discounted) upfront and provide your credentials as to why to are eligible for LTC, and the codified language indicates that inside of 60 days, ) you'll receive your permit (if eligible), unless there is an issue that needs clarification, at which time, they will notify you and request additional docs. At that time, the clock ups to 180 days. That's the way it supposed to work. I can understand some of that frustration for people waiting a long time, or at least longer then expected. I really don't buy the "business days" crap either. That is an excuse really. We ALL live in the real world and when people mean business days, they say business days. Look at UPS or the post office, whenever you order something, it will say "please allow 3-5 business days for delivery". The RDS website doesn't say business days though, so it's entirely reasonable for people to expect 60 days to mean 60 days. RSD would probably do themselves a favor, by simply putting a "due to a recent high volume of LTC requests, some applications may temporarily take longer as the staff works diligently to...... {yada, yada yada)." message on their website. They definitely could use a little customer service improvement with the peeps that answer the phones. Last week, I called on Monday and a nice lady told me "oh, I see all your stuff came back from BG and your file is in the final approval process and that shouldn't take more then 72 hrs, call back at the end of the week to confirm". So I did. On friday, I got a different person (a gruff, uninterested dude), who matter of factly said "Your stuff hasn't event been looked at yet. call back in 30 days... {click}."
I dont' care what kind of business environment, or governmental agency you are dealing with. That kind of customer service really is not acceptable. Personally, I'm completely at their mercy and I'm not the type of person that stresses bout stuff not in my control (such as this process). Sure, I'd like my LTC sooner, but also an very understanding that due to a variety of variables, I may have to wait a bit longer. No worries. One thing I don't like though.... Is to be lied too. That's exactly what one of those service reps did last week, because BOTH could not possibly be right. Be honest, and up front with your consumers. Thats really not TOO much to ask.
As for the different timing of when apps get approved.... I get that. That's the nature of the beast. Just be honest and up front about it. People would grip a lot less that way.
Now that they got they got your "project" out of the way, maybe the entire department can can get to work on some of the other apps. 
