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.

DMV Reform began with the “voice of the customer” market study in 2014, 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

Our Successes

So far, we’ve made a number of improvements to help our customers:

  • Reduced wait times in our pilot offices in Cary and North Raleigh
  • Served more than 70,000 customers with extended Saturday hours in 2014
  • Provided a veteran designation on qualifying driver licenses and identification cards
  • Eliminated the written test for new residents of North Carolina as long as they have a valid driver license from another state
  • 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
    • Combined DMV services under one roof to save you time

What’s Next?

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/debit 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, the Division launched its Extended Hours Program, which operates in 19 driver license office locations across North Carolina. This program improves 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 driver license office with extended hours. In 2014, these offices served more than 70,000 customers.

In early 2015, the Division expanded this pilot to include three vehicle service offices. These offices are located in Raleigh, Charlotte and Huntersville and are open between 8 a.m. and 6 p.m. on specific days.

Reducing Wait Time at Local Offices

We wanted to identify ways to help customers shorten time spent waiting in our offices and completing their transactions faster. In 2014, eight offices were selected to test new features, including front desk greeters, self-service kiosks, road-test-only teams, improved equipment and free Wi-Fi. A centralized appointment system was also implemented along with the 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. As we move forward, the program will expand to 25 locations, adding more services and amenities to improve your experience at select driver license offices.

Veteran ID

In 2014, DMV began issuing a “VETERAN” designation on 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. In one year the Division issued more than 27,000 cards with veteran designations statewide.

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 are proud that more than 1,800 customer-facing employees have gone through this course, including the contractors and staff of 120 license plate agencies statewide.

Extended Hours Program

Driver License Offices
We have 11 branches open Monday–Friday 8:00 a.m. – 6:00 p.m. and Saturday 8:00 a.m. – noon.

1624 Patton Avenue
(828) 251-6065

Charlotte West
6016 Brookshire Boulevard
(704) 392-3266

Durham South
3825 S. Roxboro Street,
Suite 119
(919) 560-3378

Fayetteville South
2439 Gillespie Street
(910) 486-1353

Greensboro West
2391 Coliseum Blvd
(336) 334-5438

703 SE Greenville Boulevard,
Suite 12
(252) 830-3456

12101 Mt. Holly-Huntersville Rd
(704) 547-5786
(704) 547-5787

299 Wilmington Highway
(910) 347-3613

3122 US 74 West
(704) 283-4264

Raleigh North
2431 Spring Forest Road,
Unit 101
(919) 855-6877

Wilmington South
2390 Carolina Beach Road
(910) 251-5747
(910) 251-5748

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
(252) 332-5525

517 Budleigh Street
(252) 475-3712

260 Enola Road
(828) 438-6294

5298-3 South Main Street
(910) 754-5114

3783 US 301 South
(919) 934-3187

876 Skyland Dr. Suite 2
(828) 586-5413

168 Glenn Road
(910) 572-2001

1230 School Street
(336) 838-4725

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.

Vehicle Services
One vehicle service office is open Monday - Friday between 8:00 a.m. - 6:00 p.m.

12101 Mt. Holly-Huntersville Rd
(704) 547-5786
(704) 547-5787

Two vehicle service offices are open Monday - Wednesday 8:00 a.m. - 5:00 p.m. and Thursday - Friday between 8:00 a.m. - 6:00 p.m.

1100 New Bern Avenue
(919) 715-7000

6016 Brookshire Boulevard
(704) 399-8306