North Carolina DMV's Bold 5-Year Plan to Revolutionize Customer Service and Slash Wait Times

From SamWalkerOBXNews.com

The North Carolina Division of Motor Vehicles has unveiled a comprehensive 2026–2030 Strategic Plan, marking the agency's most significant modernization push in decades. This initiative focuses on reducing wait times, upgrading technology, and enhancing customer service across the state.

Commissioner Paul Tine emphasized, "This strategic plan will be our playbook for transforming NCDMV into an exceptional customer service organization. Our guiding purpose is clear: safe and easy service, so every North Carolinian can get where they need to go."

The plan addresses long-standing issues such as outdated computer systems, staffing shortages, inconsistent office wait times, and customer dissatisfaction. It was developed over six months through extensive outreach to employees, elected officials, auditors, and the public.

Key high-priority efforts already in progress include:

• Expanded Saturday hours
• Accelerated hiring for driver license examiners
• Improved online services
• Rollout of a new statewide check-in and text-alert system to minimize outdoor lines and provide accurate wait time tracking

Recent data shows notable improvements in wait times, with averages dropping from 2 hours and 11 minutes in July to 1 hour and 19 minutes by October. Offices in northeastern North Carolina, like Nags Head and Elizabeth City, have seen significant reductions, while Edenton remains one of the fastest at just 14 minutes.

Commissioner Tine highlighted that increased staffing and better processes are driving these gains, but noted ongoing challenges with funding, stating, "We are issuing more licenses, seeing more people, doing more operations — but we still have the same funding we had before. Actually, less."

The strategic plan also commits to replacing the decades-old computer system, enhancing digital service access, and improving employee training and retention programs.

Appointments at driver license offices can be made up to 90 days in advance, with walk-ins accepted daily. Availability is improving, with openings reported at the Nags Head office through year-end.