Driving Change with DMV Reform
Driving Change with DMV Reform
About DMV Reform
The North Carolina Division of Motor Vehicles is committed to meeting the needs of our customers by improving our services. This includes a number of strategies, which will work together to improve overall efficiency, and technologies to enhance the customer experience in DMV offices, online and all the time.
It began with the “voice of the customer” market study in 2013, which helped us understand the perceptions, needs and expectations of our customers. What we learned from this study is the basis for our improvement efforts, which we call “Driving Change through DMV Reform.” Our goals are to:
- Increase positive customer experiences
- Provide more value-added services
- Improve IT infrastructure and applications
- Enhance DMV’s brick-and-mortar facilities
- Hire and train highly effective employees
So far, we’ve made a number of improvements to help our customers:
- Cut wait times in half at our pilot offices in Cary and North Raleigh
- Served more than 36,000 customers with extended Saturday hours
- Provided a veteran designation on qualifying driver licenses and identification cards
- Opened our flagship office in Huntersville:
- Modern, state-of-the-art facility
- Model for DMV offices everywhere
- Friendly greeter to help customers get what they need
- Convenient, self-service kiosks
- Cameras at every examiner’s station – no wait to have your picture taken
- Plans to combine all DMV services under one roof to save you time
We’re excited about offering improved service, increased efficiency and a better overall experience for you. Our future plans include:
- Online driver license renewal
- Accepting credit card payments at driver services offices
- Reducing wait times at 25 more locations
- Driver licenses and identification cards that are more durable with increased security
- Kiosks for quick transactions at places you normally go (grocery stores, libraries, etc.)
- Dependable, lower-cost mobile unit solutions to assist remote regions in emergency situations
Details on DMV Reform Initiatives
Extending Hours of Service
In March 2013, we launched the Extended Hours Program, which operates in 19 locations across North Carolina. This program improved customer service by going beyond standard work hours, offering services at 11 locations between 8 a.m. and 6 p.m. Monday through Friday and on Saturdays from 8 a.m. to noon. The remaining eight offices are open on the first Saturday of the month, from 8 a.m. to noon, with shortened Wednesday hours of 8 a.m. to noon.
Through this program, 85% of North Carolina residents are now within a 30-mile radius of a branch office with extended hours. In the last year, these offices served more than 36,000 customers and completed more than 27,000 transactions during the extended Saturday hours alone.
Reducing Wait Time at Local Offices
We wanted to identify ways to help customers shorten time spent waiting in our offices and complete their transactions faster. We selected eight offices to test new features, including front desk greeters, self-service kiosks, road-test-only teams, improved equipment and free Wi-Fi. We also implemented centralized appointment systems and rerouting of calls to the central call center to benefit all customers across the state.
Based on the changes implemented in this pilot project, two offices – North Raleigh and Cary – have reduced their wait times by almost 50%. As progress is made, the program will continue to expand, adding more services and increasing the number of offices within the program.
In 2014, DMV began issuing “VETERAN” designation driver licenses and identification cards to help veterans get military discounts without having to show paperwork or other identification. Honorably discharged veterans can bring their DD-214 discharge forms to apply at any driver license office.
Customer Service Training
Working with Wake Technical Community College, we launched a customer service training program in 2014. The AchieveGlobal Customer Service® training program explores the value of quality customer service, provides the skills necessary for employee development, builds constructive relationships and recognizes employees who exhibit good customer service qualities. This training program is an integral step to improving overall customer service, a major goal for our reform efforts.
We have 11 branches open Monday–Friday 8:00 a.m. – 6:00 p.m. and Saturday 8:00 a.m. – noon.
12101 Mt. Holly-Huntersville Rd
299 Wilmington Highway
3122 US 74 West
2431 Spring Forest Road,
2390 Carolina Beach Road
Eight branches are open between 8:00 a.m. – 12:00 p.m. on the first Saturday of each month, and close the following Wednesday at noon. For the remainder of the month the hours are 8:00 a.m.– 5:00 p.m.
242 NC 42 West
517 Budleigh Street
260 Enola Road
5298-3 South Main Street
3783 US 301 South
876 Skyland Dr. Suite 2
168 Glenn Road
1230 School Street
Testing services (such as road tests) are offered during Saturday and half-day Wednesday hours, with the exception of CDL skills tests, medical re-exams and motorcycle skills tests.