Tag Archive for: #NCDMV

State Auditor Discloses Details Of DMV Audit As Long Wait Times, Lines Continue Across State

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— information courtesy of the N.C. Office of the State Auditor

 

The North Carolina Office of the State Auditor has released two audits of North Carolina’s Division of Motor Vehicles. The reports – including a performance audit and information systems audit – were conducted to examine the current operational challenges affecting the most forward-facing agency in state government.

“I pledged to audit the DMV to get to the root cause of its failure, and the reports dealing with licensing procedures and information systems are now complete,” said State Auditor Dave Boliek. “Our audit team has worked hard to find opportunities where the DMV can course correct and effectively serve North Carolina citizens.”

OSA’s performance audit shows the DMV experience for both customers and employees has gotten worse over the years, and that the relationship between the DMV and the N.C. Department of Transportation is a contributing factor.

Customer service has been declining, with wait times on the rise:

  • Average DMV wait times stand at 1 hour and 15 minutes, up 15.5 percent since 2019.
  • Data shows nearly 14 percent of visits exceeded 2.5 hours in fiscal year 2025, up about 79 percent since 2019.

Employees are struggling with workload and burnout:

  • Only 47 percent of DMV workers believed the DMV fostered open communication.
  • 43 percent expressed negative views of prior leadership support.
  • Employees cited low salary, burnout, security concerns, lack of support and inadequate training.
  • Average salaries are below $50,000 for examiners in both rural and urban areas.

Staffing levels are unsustainable:

  • North Carolina’s population has grown by 2.5 million (29 percent) in the last 20 years, but driver license examiner positions have only increased by 52 positions (10 percent).
  • Only 505 of the 710 driver license examiner positions are filled, roughly 160 vacancies remain.
  • In Harnett County, there is only one examiner serving over 56,000 residents.

To address the structural challenges identified in the performance audit, and ensure DMV can deliver timely, effective, and citizen-centered services, OSA makes five recommendations:

  • Policymakers should consider establishing DMV as an autonomous agency or authority with direct control over its budget, strategic planning and operations.
  • DMV leadership should adopt a comprehensive strategic plan independent of DOT.
  • DMV should conduct an in-depth staffing analysis to inform a multi-year, phased staffing plan that addresses examiner shortages and ensures service equity statewide.
  • DMV should build and maintain a centralized performance dashboard to track and report key service metrics.
  • DMV should partner with an industry expert to develop and implement evidence-based improvements to customer experience and service delivery.

The findings in the performance audit point toward a dysfunctional relationship between DMV and DOT. There are four systemic challenges stemming from the DMV’s governance structure as a division of DOT, including limited strategic input, restricted budget autonomy, insufficient performance data and exclusion from key process modernization initiatives.

Examples include:

  • DMV generates 30 percent of DOT’s overall revenue, but accounts for only 2.8 percent of DOT’s expenditures.
  • Of the 45 performance milestones in the DOT strategic plan for the 2023-2025 biennium, only two directly pertained to DMV operations.
  • Only 31 percent of DMV’s staffing requests were included in DOT’s budget requests.
  • DOT left out DMV customer satisfaction data in its performance report.
  • DMV was excluded from planning and procurement phases of improvement efforts led by DOT.

“It’s time to solve the DMV problem. North Carolina has the will and the tools to make our DMV better. Our audit lays out some concrete steps to begin the process to fix the DMV,” Boliek said.

Each recommendation includes specific timelines for impacted parties to follow. OSA will be following up on each recommendation to ensure progress is being made.

In addition to the performance audit, OSA conducted an information systems audit of DMV. The information systems audit found that since 2014, the DMV and Department of Information Technology – Transportation initiated 46 projects that resulted in a cost of approximately $42 million. However, even with all the projects, IT modernization efforts have not produced meaningful customer service improvements, and the current DMV mainframe systems are outdated and overdue for replacement.

OSA made four recommendations for the DMV and DIT-T to take to improve operations.

The audit process for the DMV involved on-site visits to multiple locations, interviews with DMV and DOT personnel, and a thorough review of current strategic plans, general statutes and employee engagement surveys. OSA analyzed key data, including budget expansion requests, wait times, transaction volumes, ZIP code transaction data, service time data, and dwell time data, to assess operational efficiency and service delivery.

Auditors and specialists also engaged external experts from the Institute for Transportation Research and Education, the Bryan School of Business and Economics at UNC-Greensboro, and the UNC School of Government.

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NCDMV Offers 2-Year Extension For Driver License Renewals

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— information courtesy of the N.C. Division of Motor Vehicles

North Carolina drivers have two extra years to renew their driver licenses, thanks to Senate Bill 391 and efforts by the N.C. Division of Motor Vehicles reduce wait times and long lines at DMV offices across the state.

The new law went into effect July 1, but there are some exceptions that drivers need to know about: the law is only for Class C licenses, which is the standard passenger vehicle license, and it’s for in-state driving.

The moratorium, in effect through Dec. 31, 2027, applies only to Class C licenses and allows continued in-state driving privileges during the two-year grace period, according to information from the NCDMV. “Expired licenses will not be valid for any purpose other than establishing the license holder’s driving privilege, including identification purposes and air travel, and may not be recognized by other states or federal entities. The moratorium does not apply to commercial driver licenses, or any licenses that are suspended, revoked, or cancelled,” the NCDMV statement read.

“Thank you to the Legislature and Governor for this temporary measure to provide flexibility for North Carolina drivers while we work to address the increased demand for our services,” said NCDMV Commissioner Paul Tine. “Customers may present expired Class C licenses for in-state driving privileges only if the expiration date is July 1, 2025, or later. However, we advise our customers to renew their licenses to ensure they remain valid for identification purposes, including to fly, rent a car, get a bank loan, fill a prescription and have documents notarized.”

Saturday Service Hours Resume at 20 Locations

Beginning again this weekend, and through Aug. 23, NCDMV will offer walk-in services at 20 locations on Saturdays from 8 a.m. to 12 p.m., no appointment needed. Available services include driver license and ID card renewals, duplicates, address changes, REAL ID issuance, and road tests for those who have completed knowledge and written tests.

Before visiting, check if your needs can be met online. NCDMV provides many services digitally, such as license and ID renewals, duplicates, address changes, and voter registration applications. Visit https://www.ncdot.gov/dmv/offices-services/online/Pages/default.aspx to find out if you can conduct your business online instead of heading to the local DMV office.

NCDMV Now Serves Walk-Ins All Day, Tweaks Check-In Process In Effort To Improve Customer Service

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— information courtesy of the N.C. Division of Motor Vehicles

The N.C. Division of Motor Vehicles is rolling out operational changes at its driver license offices to help customers stay out of long lines and avoid prolonged exposure to the sun during the hot summer months. These changes aim to get the lines moving, streamline the check-in process, and enhance customer comfort while maintaining efficient service.

Under the new system and effective immediately, all driver license offices in the state now serve walk-in customers all day. Customers without an appointment no longer have to wait until 12 noon to be seen.

Additionally, examiners will prioritize checking in customers quickly and directing them to wait in their vehicles or at a nearby business until space is available in the office lobby. DMV staff will review customers’ documents to ensure they have everything needed for their desired service before checking in. Customers will receive a text notification when there is room in the lobby and another when it is their turn to be served.

“We’re committed to making the DMV experience as comfortable and efficient as possible, especially during these scorching summer months,” said NCDMV Commissioner Paul Tine. “By focusing on quick check-ins and allowing customers to wait in cooler, shaded areas, we’re reducing time spent standing in the sun while keeping our offices running smoothly.”

People may notice there are no lines outside some locations, and that’s intentional. Customers will be checked in and waiting elsewhere, ensuring a more comfortable experience. However, the NCDMV encourages customers to come prepared for the possibility of brief waits during check-in. Bringing water, snacks, necessary medications, and items like an umbrella or chair can help ensure comfort while waiting to be processed.

“We want our customers to be safe and prepared,” Tine added. “Due to the severe temperatures, we decided to implement these changes more quickly than planned. If you do not have to come into DMV in the next week as we make these changes, please don’t come in.  We should have a more comfortable and predictable experience that allows us to serve our customers better once the new system is fully in place.”

NCDMV also reminds customers to check the requirements for their specific service on the NCDMV.gov website before visiting an office to avoid delays.

The changes to the check-in process are being implemented at 82 of the 115 driver license offices around the state and reflect NCDMV’s ongoing efforts to improve customer service and adapt to seasonal challenges. The remaining 33 offices will be receiving updates that better fit their size and restrictions in the near future.

The 20 DMV offices that offer walk-in service on Saturday mornings will be closed on Saturday, July 5. Saturday service hours will resume at all locations on July 12 and will continue through Aug. 12.

All NCDMV offices will be also closed on July 4 for Independence Day.

Latest Phishing Scam Involves Text Messages Claiming To Be From NCDMV

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The N. C. Division of Motor Vehicles is alerting the public about a surge in fraudulent text message scams targeting residents. These scams falsely claim to request payment for fees, fines, or tolls and may appear to come from the NCDMV.

NCDMV does not and will never request payments via text message.

Citizens are urged to report any suspicious texts as spam and delete them immediately. Do not click on any links or provide personal information in response to these messages.

Protect yourself from scams!

Be cautious of unsolicited texts requesting payment or personal information.

Verify any NCDMV-related inquiries through official channels.

Report suspicious texts to your mobile carrier or the Federal Trade Commission at www.ftc.gov/complaint.

Learn more about how to identify phishing texts and scams at https://ncdoj.gov/internet-safety/phishing/.

Local DMV Offices To Open At 7 A.M. Beginning Monday, Apr. 7

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–information courtesy of N.C. Dept. of Transportation

The N.C Division of Motor Vehicles is set to again extend service hours at its driver license offices beginning next week.

On April 7, 42 offices – including the DMV offices in Henderson, Oxford and Louisburg – will join 50 others that will be opening an hour early at 7 a.m. to offer an extra hour of appointments and service time.

“I am ecstatic that we are able to further expand our service hours,” said DMV Commissioner Wayne Goodwin. “Beginning April 7, 80 percent of our 115 driver license offices will be open for 10 hours a day, Monday through Friday, from 7 a.m. to 5 p.m.”

NCDMV has continued to work to provide customers with more service hours to address the state’s growing population.

In September 2022, the division increased the number of offices that opened at 7 a.m. from 25 to 35. That number grew to 40 in May 2023, and then to 45 in August 2023. Five more offices were added in September 2024 to get to 50.

 

Henderson Driver License Office Closed Until At Least 2 P.M. Friday

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UPDATE: The Henderson Driver License office has reopened as of 1:50 p.m. Friday

Original Update:

WIZS News learned at 7:30 a.m. Friday that the Henderson Driver License Office is expected to be closed until at least 2 p.m. Friday.

A spokesperson with DMV and NCDOT told WIZS, “The Driver License office in Henderson will be closed this morning to allow for necessary facilities maintenance and office upgrades. Customers with appointments this morning are being serviced at the Oxford Driver License office or have been rescheduled.”

The Henderson office is scheduled to reopen around 2:00 p.m.

More details may be available later in the day.

In mid-January there was a closure for scheduled office upgrades such as the installation of new workstations for examiners, new wiring for computers, computer upgrades, and new furniture in the customer waiting area.

NCDMV Employs Online Tools To Tackle Customer No-Shows

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– Information courtesy of NCDMV

To combat folks not showing up for their scheduled appointments at driver license offices, the N.C. Division of Motor Vehicles is now requiring new appointments to be confirmed.

In the month of February, 33.5 percent of appointments were no-shows, according to NCDMV officials.

“This confirmation process is necessary to address the high no-show rate for appointments we have been experiencing in our driver license offices,” said DMV Commissioner Wayne Goodwin.

Now, when appointments are reserved online at SkipTheLine.ncdot.gov, customers will receive a text message and email with a confirmation link and they will need to confirm their appointment by clicking either link within 15 minutes, or the appointment will be canceled. Upon confirming their appointment, customers will receive a text and email notification letting them know the appointment was successfully confirmed.

Four days before the appointment, customers will receive a reminder text and email with a confirmation link. Within 24 hours, customers will need to again confirm their appointment. Once confirmed, another email and text will be generated confirming the appointment.

For appointments booked less than four days out, the second confirmation link will not be sent.

“Folks are used to having to confirm their medical and other appointments in this way,”  Goodwin said, “so we’re applying this standard from the private sector to our business model and expecting good results and increased appointment availability.”

A handful of self-service kiosks have opened up in grocery stores in Raleigh, Charlotte and Fayetteville that allows for a variety of DMV transactions. There are additional online tools Walk-In Wait Time Tool and Q-Anywhere to cut down on customers’ wait time in DMV offices.

NC DMV Notes Changes For Teen Drivers

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Parents with teen drivers, take note: there are some changes coming to the graduated driver licensing program, and the state’s Division of Motor Vehicles wants to make sure a trip to your local DMV office goes as smoothly as possible.

The General Assembly passed a bill that went into effect earlier this week which requires teen drivers to have their Level 1 learner permit for 6 months before they get their provisional license. Other requirements remain the same: drivers must be at least 16 years old, log 60 hours of driving time, pass a road test and show printed proof of insurance in the teen driver’s name.

This could lead to bottlenecks at the local DMV, as demand for road tests increases so teens can get provisional driver licenses.

“We ask for your patience as we work to accommodate the thousands of teen drivers that are suddenly eligible to take a road test and receive their Level 2 provisional license,” Goodwin said.

One reminder: road tests, which teen drivers must pass to achieve the Level 2 license, will not be scheduled after 4 p.m.

Customers who need to make an appointment for a road test or conduct DMV business as a walk-in have a new tool which will show the current average wait time at their local DMV office. Find it on the https://www.ncdot.gov/dmv/offices. Customers can now hover over the icon marking each driver license office and a box will pop up with the current walk-in wait time. The wait time is defined as the current average length of time from check-in until the customer is called to the workstation for service.

“I’m very excited about this new tool that will show customers the walk-in wait time at driver license offices so they can make an informed decision on which office to go to, or whether to try again another day,” said DMV Commissioner Wayne Goodwin. “This tool will be most useful in the afternoon when our 115 driver license offices are serving walk-ins only.”

During COVID-19 restrictions, the long-standing requirement that teen drivers have their permits for 12 months was temporarily shortened to 6 months; that requirement lapsed at the end of 2022. Furthermore, beginning Jan. 1 2024, the 6-month period will permanently extend to 9 months.

Another change to the graduated driver license process allows Level 2 permit holders to be able to drive one passenger under 21 who is not a family member, if they are being driven directly to or from school. This is in addition to the existing provision allowing one passenger under 21 that is a family member.

Schedule an appointment at https://skiptheline.ncdot.gov/

 

The Local Skinny! Granville License Plate Agency To Open

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The N.C. Division of Motor Vehicles will open a new license plate agency on April 11 in Granville County. That’s the good news – but wait, there’s more!

The agency will be located at 120 Roxboro Rd. in Oxford, which is the same location as the previous office, according to information from NC Department of Transportation spokesperson John Brockwell.

Linda Jordon is the new owner/operator. The office will be open from 9 a.m. – 5 p.m. Monday-Friday, except on state holidays.

Granville County residents have been without a license plate agency since November 2022.

The NCDMV oversees the 127 license plate agencies across the state, but the offices are actually run and managed by private businesses or local governments.

In addition to license plate renewals, the local agencies offer vehicle registration services and title transactions, replacement tags, handicap placards and duplicate registrations.

Services including property tax payments and registration renewals can also be completed online at www.MyNCDMV.gov.

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TownTalk: Wayne Goodwin Talks About NC DMV

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Granville County has been without a license plate agency for a few months now, but DMV Commissioner Wayne Goodwin says the process is underway to have an office open again soon.

Goodwin spoke with John C. Rose Wednesday morning on TownTalk and provided an update on this and other topics, from the Real ID program and DMV kiosks to the increased use of electric vehicles in the state.

The DMV office where folks get their driver’s licenses are state agencies, staffed with state employees, Goodwin explained. But the license plate agencies – LPAs – are operated by private contractors with state oversight.

“Occasionally, we’ll have a license plate agency close,” he said, usually because the contract is up and isn’t renewed for one reason or another.

Goodwin said the state has received applications and in currently in the process of choosing a new contractor.

Conducting business online is a popular way to avoid the wait times and sometimes long lines for anyone who needs to transact their business in person. Visit www.myncdmv.gov to renew driver licenses, renew plates and more.

But Goodwin said North Carolina is exploring placing service kiosks that can be accessed any time of the day for those who don’t want to use the online services.

“We’ve decided to do what a few other states are doing,” Goodwin said, in exploring the use of kiosks – standup machines that can provide certain DMV services to the public.

“Be on the lookout for that,” he said, adding that about 20 will be rolled out in grocery stores and other public locations in the near future to test the public’s interest in using them.

Smartphones are figuring into the world of DMV, too.

Some states are implementing mobile driver licenses as a way to cut down on identity theft. North Carolina is exploring that idea, too, he said.

As for the Real ID, Goodwin said “folks on the federal level decided it’d be best that the deadline be pushed back two years…which gives folks more time to become compliant.”

It’s an idea that came about as a result of the 911 attacks, but it is not a requirement.

A gold star in the upper right corner of the driver license certifies that the person has provided the necessary documents that verify identification.

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As for the increased use of electric vehicles in the state, Goodwin said it really boils down to two things: customer demand and what the automobile industry decides to provide consumers.

More EVs means more charging stations as well, and Goodwin said he would anticipate more charging stations popping up.

 

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