The North Carolina Division of Motor Vehicles has released a five-year plan to transform the agency.

DMV Commissioner Paul Tine acknowledged the division’s operational issues in the 2026-2030 Strategic Plan released Tuesday. The 35-page plan addresses excessive wait times, outdated technology systems, inefficient processes and widespread frustration among customers and staff.

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“I have listened firsthand to customers whose daily lives and livelihoods have been disrupted by these issues,” Tine wrote.

The strategic plan states the DMV aims to make the average wait time 15 minutes.

Tine said in October the DMV’s average wait time is about 90 minutes, down from more than two hours in July.

“This strategic plan will be our playbook for transforming NCDMV into an exceptional customer service organization,” Tine said in a news release. “Our guiding purpose is clear: Safe and easy service, so every North Carolinian can get where they need to go.” 

The DMV outlined seven priorities:

1. Build a streamlined digital experience:

a. The DMV wants to make 70% of all transactions to be available to be completed online. Right now, now that figure is at 61%.

b. Also, the DMV wants to make 50% of transactions will be completed online. Right now, that figure is at 31%.

2. Improve physical offices, staffing and service mix: The DMV plans to have 99% of residents live within 30 minutes of a physical NCDMV location. Right now, 97% of North Carolina residents live within 30 minutes of a DMV.

3. Simplify the policies and rules: Replace outdated rules with clear, consistent and modernized policies.

4. Streamline processes and automate transactions:

a. Have a 12-minute average in-person driver's license transaction time. The figure is currently 15 minutes.

b. Have 75% of callers with issues resolved on the first call. The figure is not currently tracked.

5. Modernize and secure technology systems: The DMV plans to launch a new system of record within the next three years. The DMV has not started this process yet.

6. Empower our entire team to be more customer-focused: Have an 85% in the NCDMV customer satisfaction score. The DMV does not track this metric as of November 2025.

7. Create a great place to work:

a. Have a 75% NCDMV employee satisfaction score. This metric is not currently tracked.

b. Have a 95% NCDMV employee voluntary retention rate. The metric is currently at 90%.

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The DMV outlined the reasons for the plan, citing North Carolina’s growth.

Citing data from the North Carolina Office of State Budget and Management, the state population has surged past 11 million people. The state said it’s the fourth-largest population gain in the nation in 2024.

According to the state, the number of drivers rose from 7.2 million to more than 8 million from 2015-2023.

Plus, REAL ID requirements started on May 7.

The DMV provided the following information in its strategic plan as of November 2025:

  • 9 million North Carolina credential holders (licenses and identification)
    • 113 driver license offices
      • 27 million transactions each year
        • $3.5 billion in annual taxes and fees
          • 1,556 employees
            • 132 license plate agencies
              • 8 million online transactions each year
                • $187 million in spending each year

                  Tine took leadership of the DMV on May 6, 2025.