A staff report
More walk-in service, new online options and self-service kiosks are coming as part of a plan to shorten lines and wait times for driver’s license renewal and vehicle registration.
The N.C. Division of Motor Vehicles is making changes to appointment scheduling, office hours, and technology to increase walk-in availability at its 115 driver license offices across the state, according to a news release.
Beginning May 1, appointments — which can be booked at skiptheline.ncdot.gov — will be available only before 11 a.m. each morning. After noon, all customer service statewide will be on a walk-in basis, the release said.
“We’ve heard from the public that they want more walk-in availability, so that’s what we’re aiming to deliver,” said DMV Commissioner Wayne Goodwin. “DMV introduced the ability to schedule appointments during the pandemic, but I believe now is the time to better maximize potential efficiencies by allowing for more walk-in capability, given that data indicates up to 25% of appointments are no-shows.”
Walk-in customers will still have the opportunity for morning service if time is available between scheduled appointments or if a customer does not show up.
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Other changes include:
- More offices will open at 7 a.m., also beginning May 1, adding an hour to the workday. Offices in Aberdeen, Graham, Kernersville, Mooresville and Washington will join 35 locations already providing an extra hour of service to customers.
- In addition to nearly 100 examiners added across the state last year, 41 more have been hired or are in the hiring process since December, DMV says.
- Estimated office wait times will be available online at office locations page. “I’m particularly excited about this new online tool that will show customers the estimated wait time at different locations so they can make the best decision on which office to go to, or whether to try again another day,” Goodwin said in the news release.
- During peak season June 3-Aug. 26, Saturday hours of 8 a.m. to noon will be added at 16 offices. They include Fayetteville West.
- DMV also will provide more services online. Currently, state ID cards and Level 3 full provisional licenses cannot be renewed online once they have expired. Changes are underway that would allow customers with these credentials to renew online up to one year after expiration. Driver’s licenses can be renewed online up to two years after expiration. “This should help shorten lines and wait times at our offices by getting folks that would previously have to come to the office out of the line altogether,” Goodwin said.
- Self-service kiosks are being added this year in a pilot program. Initially, 20 kiosks will be installed at targeted locations across the state, offering 24-hour availability for driver’s license and vehicle registration renewals. The kiosks will be installed in places such as 24-hour supermarkets and pharmacies by the end of the summer, Godwin said.
The changes for DMV this year follow other moves to improve service in 2022. They include:
- The launch of Q-Anywhere, which allows customers to scan a QR code to check in and not wait in line at an office.
- More offices opening an hour earlier.
- Easier access to American Sign Language and foreign language interpreters.
