The North Carolina Division of Motor Vehicles (DMV) continues to make changes to improve customer experience and wait times, Gov. Josh Stein said on Monday.
Earlier in October, in an effort to reduce crowds and lines at DMV offices, the department expanded who can renew licenses online, including eligible drivers without a REAL ID trying to renew their license online for a second consecutive time.
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According to the DMV, within the first two weeks the policy was put in place, more than 18,000 people have renewed their licenses online.
"We know that we still have a very long way to go to make people’s DMV experiences smoother, speedier and less stressful, and we are going to keep at it," Stein said.
Stein was joined by DMV Commissioner Paul Tine, who echoed the governor's remarks.
"As of midnight, we’ve had more than 18,000 people take advantage of being able to renew online," Tine said. "To put it into context, we serve about 8,000 people a day in all of our offices across the state. That’s like having an entire extra day available to us each and every week."
Additionally, the DMV has hired more driver license examiners in recent months. In August, the General Assembly appropriated funds to add 64 new driver license examiners, and Stein said the DMV filled each of those positions within one month, leaving the DMV at 95% staffed.
According to Tine, the DMV has shortened the training time for new examiners, clearing a six-month training backlog to get all new hires contributing in the field within two weeks.
Changes are also coming for teenage drivers working to get their licenses. Last month, the DMV announced teens with a Level 1 limited learner’s permit can take their driving skills or road test at DMV-certified private driver education schools before arriving at the DMV, reducing wait times and offering greater flexibility for teens and their parents.
The NCDMV began certifying private driver education schools through training sessions earlier in September. Officials said once schools are certified, they will be listed online as “authorized providers of teen road tests.”
In another change for teen drivers, the DMV plans to make online upgrades available in November for teen drivers to advance from a Level 2 limited provisional license (“before 9s”) to a Level 3 full provisional license (“after 9s”).
On Monday, Tine reminded the public that the DMV accepts walk-ins and took the opportunity to share advice for those who want to avoid long wait times.
"I’m hoping the public will come away with two very important items today," Tine said. "First, you do not have to have an appointment to come into the DMV – we serve over 87% of people as walk-ins at our offices. Second, you do not have to come in early in the morning. This only makes your wait longer. We generally do not hit capacity until 9 or 10 each morning, and many of our offices do not hit capacity until long after that."
An examination of the DMV uncovered the need for updated technology, and the state is currently piloting new scanners that could save up to 90 seconds per DMV transaction, adding up to about 100,000 more transactions per year.
5 On Your Side has tracked DMV wait times and customer complaints for years.
In September, the DMV released new data on the average wait time spent at the DMV. The average wait time across the state is roughly two hours and 45 minutes, but that time varies significantly by location.