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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