A recent analysis shows the average wait time for someone who walks-in without an appointment at the N.C. Division of Motor Vehicles drivers license office in Nags Head was almost two hours, while other offices in northeastern North Carolina have some of the state’s lowest.
Appointments for driver license offices in North Carolina can be booked up to 90 days in advance, and are available during morning hours.
But earlier this summer, the agency changed operations at driver license offices statewide in an effort to reduce outdoor wait times and improve customer service.
Under the new system, all driver license offices except Fuquay-Varina now serve walk-in customers throughout the day.
Examiners are prioritizing check-ins and directing customers to wait in their vehicles or at nearby businesses until space becomes available in office lobbies.
Customers’ documents are reviewed before check-in, and they receive text alerts when it is their turn to enter the lobby and again when it is time to be served.
The agency said the changes, that went into place last month at 105 of the state’s 115 offices, are designed to eliminate long outdoor lines and provide a more comfortable waiting experience.
Customers are encouraged to come prepared for short waits during check-in and to review service requirements online before visiting.
The new system rolled out on August 7, and allowed NCDMV to collect more accurate wait times over the first 28 days of it use.
The data provided by the NCDMV showed the average wait time across the 107 offices statewide was around 165 minutes.
Recently-appointed NCDMV Commissioner Paul Tine, a former state legislator and owner of a Kitty Hawk insurance agency, told The News and Observer that is not acceptable.
“Our vision is to be a like a bank. You show up, you might have a 15-minute wait, have a 15-minute transaction, a 10-minute transaction, and you’re on your way,” Tine said to The N&O.
Tine was brought in by Gov. Josh Stein in May to address systemic issues at the agency that have been blamed on low staffing levels and outdated technology, among others.
Owner of Midgett Insurance Agency, Tine previously served two terms in the state House, representing Dare, Hyde, Washington and half of Beaufort Counties.
The Nags Head office at 2808 South Croatan Highway had an average wait time for walk-ins of 118 minutes.
During the same 28-day period, the Elizabeth City office’s average wait time was 59 minutes 55 seconds.
The Edenton office had the second shortest wait time in the state of 26 minutes, Washington was 7th fastest at 47 minutes. Williamston was 50 minutes, while Ahoskie was 104 minutes.
The office in Cary had the longest wait time in the state at 310 minutes, while Jefferson had the shortest at just 12 minutes. At 29 offices, the wait time topped three hours.
Staffing at drivers license offices has been one of the main factors behind long waits, especially at smaller facilities and in rural areas, which is then compounded when an examiner is sick or on leave.
DMV spokesperson Marty Homan told The N&O that having the wait time data is something new, and they are still trying to determine what contributes to longer wait times in some offices compared to others.
“We are exploring how to leverage this data to enhance staff support and coaching,” Homan said in an email to The N&O.
The General Assembly authorized the hiring of 64 new license examiners this year, and 33 next year. Applications for 40 of the new positions began being accepted online last month
The agency is also taking bids through next month to replace their outdated computer systems.
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