Tag Archive for: #NCDMV

Henderson Driver License Office Back To 8 A.M. Opening Effective Monday, Feb. 9

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The N.C. Division of Motor Vehicles has announced that extended early-morning hours at 90 driver license offices have ended because the state has used up all the federal funding that was providing the extra time. Starting Monday, Feb. 9, the offices – including the Henderson driver license office – will revert to the standard 8 a.m. opening, state officials have said.

Money from American Rescue Plan Act (ARPA) and the State Fiscal Recovery Fund (SFRF) grant allowed driver license offices to open at 7 a.m. instead of the standard 8 a.m. to provide additional customer service time and help address elevated demand for driver license and ID services.

“Unfortunately, this funding stream has been exhausted, and we’ll no longer be able to provide this extra hour of service at our offices,” said NCDMV Commissioner Paul Tine. “We hope to be able to offer extended hours, including Saturday service, but that is dependent on future funding availability.”

Customers are encouraged to check the most up-to-date office hours by visiting the NCDMV office locations page for details on specific locations, including any adjustments during inclement weather, such as the conditions experienced this week.

The Local Skinny! Beware Of Latest DMV Scam

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— Information from the office of N.C. Attorney General Jeff Jackson

Attorney General Jeff Jackson is warning North Carolinians about a new wave of scam text messages falsely claiming to come from the North Carolina DMV and threatening license suspension, fines and other penalties.

The message claims the recipient has an unpaid traffic ticket and directs them to a website that looks official but is not connected to the State of North Carolina.

“This message is a scam,” Jackson stated. “The DMV does not collect traffic tickets by text, does not threaten people this way, and does not send links asking for payment.”

“We are aware of multiple fraudulent text scams that have gone out requesting payment for fees, fines, or tolls,” said NCDMV Commissioner Paul Tine. “We will NEVER request payment by text. If you get one of these texts, don’t respond. Instead, report it as spam and delete it.”

Signs This Is a Scam
Consumers should watch for these red flags:

  • Fake web address: The link includes the word “.gov,” but it is not a real government site. The true domain ends in .cc, not .gov. The true domain, .cc, is the country-code for the Cocos Islands near Australia.
  • Fake penalties: The text threatens things that do not exist under North Carolina law, including a “35% service fee at toll booths” and credit score damage from the DMV.

What To Do
If you receive this message, do not click the link.

  1. Report It: The Attorney General’s Office tracks these scams to work with telecom providers to shut them down. Report the message to our Consumer Protection Division at https://ncdoj.gov/report-robocalls/.
  2. Verify Status: If you’re unsure whether an email, text, or letter from the NCDMV is legitimate, you should contact the agency directly at (919) 715-7000.
  3. Block and Delete: Once reported, block the number delete the message.

The Consumer Protection Division protects North Carolina consumers from scams and fraud. If you spot a scam, let us know by calling 1-877-5-NO-SCAM or filing a complaint online at ncdoj.gov/complaint.

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TownTalk: DMV Commissioner Offers Insight, Updates To Increase Customer Satisfaction

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When Paul Tine stepped into his new role as the state’s DMV commissioner back in May, he knew his role was largely to steer the department through some upgrades and challenges that presented lots of roadblocks to customer service. Hours of waiting in line just to get in the door and impossible-to-get appointments were common complaints, and Tine said he and his team continue to work to make things better.

“Demand is certainly high,” Tine said on Wednesday’s TownTalk, “based on population and the Real ID initiative.”

He acknowledges the need for greater efficiency with internal processes, including upgrading and replacing the record-keeping technology that DMV uses. Customers expect a strong platform, he said, and he hopes to deliver before too long. He said he hopes to award by year’s end a contract to modernize the DMV technology. Until then, Tine and the DMV staff are constantly looking for ways to improve customer satisfaction.

The COVID-19 era requirement that customers make appointments is over, and walk-ins are welcome any time. Tine said 87 percent of clients are walk-ins these days, with the other 13 percent making appointments to conduct their business at DMV.

Moving toward more online transactions is helping ease the crunch at brick-and-mortar DMV offices, and there’s a new queueing system in place that allows customers to wait in their vehicles or other locations nearby instead of braving adverse weather conditions while they wait to get inside the DMV office.

“You can wait wherever you like,” Tine said, and a quick text message from DMV will let customers know when it’s their turn for assistance.

Thanks to more funding from the state legislature, Tine said more examiners have been hired – “the majority of those people in 30 days,” he said. The department is clearing a backlog of employee training by shifting to “in the field” training, which allows employees to serve while they are learning, he said.

Having third-party contractors step in to provide services is proving to be beneficial, too. There are self-serve kiosks in selected areas of the state, and a recent announcement that teen drivers can take their driving tests with a driver education group are just two examples of this partnership.

“We’re hoping to have that first certificate coming in the office any day,” Tine said.

The vast majority of North Carolinians will have to conduct business with the DMV at some time or another, and Tine said he’s sure about one thing:

“Our customers do not care about me…they care about that person they talk to in the office, on the phone, and how good our website is.”

Visit www.ncdmv.gov to learn more.

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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.