Fillable Printable Driving Change | Dmv Reform

Driving Change | Dmv Reform

FREQUENTLY ASKED QUESTIONS

Driving Change | DMV Reform

Question: What is the DMV Reform?

Answer: The reform is a strategic plan, based on the “Voice of the Customer” study, aimed to enrich the

customer experience through improved customer service, eciency and technology.

Question: How will this aect me?

Answer: The reform is all about improving the customer experience. Think less time waiting in lines,

more oce hours, additional oce amenities, and more online and mobile services.

Question: When did it start?

Answer: The rst initiative started in March 2013 with DMV’s successful Extended Hours Program. It

was followed by another eective project, the Reduced-Wait-Time Pilot, in August.

Question: What is the Extended Hours Program?

Answer: DMV expanded standard oce hours to stay open later during the week and/or Saturday

hours in 19 oces across the state. In one year, DMV served more than 36,000 customers

during Saturday hours. There are 11 locations open from 8 a.m. to 6 p.m. Monday to Friday,

and Saturday from 8 a.m. to noon, which include:

• Asheville

• Charlotte West, 6016 Brookshire Boulevard

• Durham South, 3825 S. Roxboro Street, Suite 119

• Fayetteville South, 2439 Gillespie Street

• Greensboro East, 5551 West Market Street

• Greenville

• Huntersville

• Jacksonville

• Monroe

• Raleigh North, 2431 Spring Forest Road, Unit 101

• Wilmington South, 2390 Carolina Beach Road

There are also eight oces open the rst Saturday and following Wednesday of the month

from 8 a.m. to noon. The rest of the month these oces are open 8 a.m. to 5 p.m. They include:

• Ahoskie

• Manteo

• Morganton

• Shallotte

• Smitheld

• Sylva

• Troy

• Wilkesboro

For more information, please visit ncdot.gov/dmv and click on “DMV Reform.”

Question: What is the Reduced-Wait-Time Pilot?

Answer: This pilot project shortened wait times by more than 83% at our Cary and North Raleigh driver

license oces and provided additional customer amenities. We achieved this result by testing

various services, including front desk greeters, self-service kiosks, road-test-only teams,

improved equipment and free Wi-Fi. Other oces partially participating in the pilot include:

• Charlotte East, 6635 Executive Circle, Suite 130

• Kernersville

• Fayetteville West, 841A Elm St., Eutaw Village-Bragg Boulevard

• Charlotte South, 201H West Arrowood Road

• Mooresville

• Charlotte West, 6016 Brookshire Boulevard

Question: When will you oer a Reduced-Wait-Time Pilot oce near me?

Answer: We are working to expand the pilot to have a total of 25 strategic oces by the end of 2014.

Question: Why is there so much buzz about the Huntersville oce?

Answer: Huntersville is DMV’s modern, state-of-the-art agship oce. It is the model of what we want

all of our DMV oces to be like. It combines all DMV services, as well as Highway Patrol, under

one roof to save you time and better serve your needs. It features many of the Reduced-Wait-

Time Pilot services and is part of the Extended Hours Program.

Question: In what other ways is DMV becoming more ecient?

Answer: Eliminating Testing

For those coming into the state and those with expired licenses, we have modied the rules to

eliminate unnecessary testing. This will dramatically cut the time it will take those customers

to get in and out of the oce.

Renewing Online

One of the goals of our reform eort is to provide customers the convenient option to renew

their driver license online by 2015. Customers will have the opportunity to renew online every

other cycle, based on age, health and driver history.

Question: What about current online features or tablet and smartphone capabilities?

Answer: • The DMV website, ncdot.gov/dmv, has a new oce search function to query by address,

city, county or zip code.

• Our online services page, ncdot.gov/dmv/online, is now more user-friendly and sized to t

all mobile devices.

• DMV has redesigned the website, so it is more viewer-friendly on all tablets and smart

phones.

Question: Are there other ways I can do business with DMV without going into an oce?

Answer: In addition to online services, DMV soon plans to oer self-service kiosks located in places you

normally visit like grocery stores and malls. These kiosks will allow you renew and/or replace

your driver license, identication card and/or vehicle registration.

Question: I live in a remote area. How is DMV going to help me?

Answer: By 2015, DMV will have a more reliable mobile oce solution in place, integrating

new technology and four-wheel drive capabilities to make it easier to reach more rural

communities.

DRIVING CHANGE | DMV REFORM: FREQUENTLY ASKED QUESTIONS

For more information, please visit ncdot.gov/dmv and click on “DMV Reform.”

Question: How does the reform support veterans?

Answer: DMV is proud to support those who served in the armed forces. One service DMV oers is the

veteran-designated driver license and identication card, which makes it easier for qualifying

veterans to receive discounts at retailers and service providers.

Question: What about the safety and security of my DMV-issued cards?

Answer: This year, DMV is redesigning driver licenses and identication cards to include multi-faceted

safety features to increase identity protection. They will also be made from more durable

material, so you won’t need to replace your card until it expires.

Question: Will the reform change the way we pay for services?

Answer: All License Plate Agencies already accept credit cards, thanks to Tag & Tax Together (the

program that collects vehicle property taxes along with registration renewals). Through reform

initiatives, DMV will allow credit/debit card payments in driver license oces by 2015.

Currently, they only accept cash or checks.

DRIVING CHANGE | DMV REFORM: FREQUENTLY ASKED QUESTIONS

For more information, please visit ncdot.gov/dmv and click on “DMV Reform.”