DMV needs workforce flexibility to tackle hiring and retention issues, NC state auditor says

The North Carolina Division of Motor Vehicles needs to focus more on improving its workforce situation — including staffing and personnel flexibility — to improve customer service, North Carolina’s state auditor said Monday.

State Auditor Dave Boliek, in a news release, disclosed preliminary findings of his office’s audit into the DMV.

The division has struggled with long wait times, difficulty booking appointments due in part to an overwhelmed workforce.

The DMV audit isn’t complete, but Boliek decided to release some findings as lawmakers negotiate a state budget.

Boleik’s office found that additional driver’s license examiners are needed to meet demand and reduce wait times at DMV offices across the state. He also said more flexibility is needed in current personnel rules to allow the DMV to hire and retain staff more effectively.

The DMV relies on temporary positions, which also creates challenges, his office said in the release. Those positions are harder to fill, offer fewer benefits and result in additional training costs due to high turnover. Of the DMV's 142 temporary examiner positions, 68% are vacant.

Without addressing the DMV's workforce challenges, Boliek said, North Carolinians will continue to experience service delays, excessive wait times, and require multiple visits to driver license offices. He said he’s shared the findings with legislative leaders, who approve the state budget, and Gov. Josh Stein, who oversees the division.

“Our data-driven analysis indicates that current DMV workforce levels are insufficient to meet the needs of North Carolinians. To provide citizens the service level they expect and deserve, the DMV must have more employees in its offices,” Boliek said in a statement.

More details about staffing needs are expected in the final report, which is going through a quality control process.

“We recognize the need for operational improvements at DMV and appreciate the Auditor’s support for additional resources, as noted in the preliminary audit findings, the division said in a statement. "We look forward to reviewing the full audit report and continuing our collaboration with the governor, auditor, and legislature to enhance services for North Carolina’s citizens and businesses.”

Also Monday, the state Senate rolled out a so-called mini budget proposal.

It acknowledges that the full state budget won't be negotiated in time for the start of the new fiscal year on July 1, but that some particularly crucial parts of state government will still need to be funded.

One of those items it proposed putting special emphasis on is the DMV, including funds set aside to hire dozens more examiners to staff DMV offices around the state.

Sen. Graig Meyer, D-Orange, referenced Boliek's audit and its findings of a large vacancy rate already.

He said simply throwing money into creating more DMV jobs isn't going to help if it's already clear people don't want to work there in the first place.

"The problem isn't that we need more positions," he said. "We've got to figure out how to fill the positions that we have, which probably means raising their pay or providing better workplace conditions."