NCDMV releases five-year plan aimed at reducing wait times, includes new office in Brunswick County

(WWAY) — The North Carolina Division of Motor Vehicles has released its 2026–2030 Strategic Plan, outlining a major overhaul aimed at improving customer service and reducing longstanding frustrations felt by drivers across the state.

Commissioner Paul Tine said the plan sets a clear direction for turning NCDMV into a more efficient, customer-focused agency.

“This strategic plan will be our playbook for transforming NCDMV into an exceptional customer service organization,” Tine said. “Our guiding purpose is clear: Safe and easy service, so every North Carolinian can get where they need to go.”

NCDMV leaders say the plan was shaped by months of listening to customers and staff while confronting major operational issues. North Carolina’s population has now surpassed 11 million, posting the fourth-largest population gain in the country in 2024. With North Carolina on track to become the seventh-largest state by 2030, demand for DMV services continues to surge.

The number of licensed drivers grew from 7.2 million in 2015 to more than 8 million in 2023,  a nearly 13 percent increase. At the same time, REAL ID requirements have made many transactions more complex.

According to NCDMV, customers are facing excessive wait times, difficulty finding appointments, long drives to reach offices and outdated systems that slow down service. Staff shortages, lengthy training delays and limited data tools have also strained operations.

The DMV says it has already taken steps to improve service as it prepared the long-term plan, which includes opening four new offices. The NCDMV says it has already received authorization to open a new office in Brunswick County, but no word yet on where it would be located. Other steps taken include:

• About 32,000 additional renewals were completed online in the first four weeks after expanding online services.
• The website has been redesigned to make information easier to find.
• Within 30 days of receiving new legislative authority, the agency filled 64 new positions to support office staffing.
• Along with Brunswick County, new offices are being developed in Cabarrus County, Fuquay-Varina and Garland, along with temporary sites to address demand.
• Customer satisfaction surveys have launched, and a performance dashboard is expected in 2026.
• New scanners and other customer-facing technology have been deployed statewide as the DMV prepares for broader technology modernization.

Tine said the progress reflects an “inclusive, forward-looking, and action-driven process,” thanking Gov. Josh Stein, legislators, NCDOT leadership, the state auditor, customers and DMV employees for shaping the agency’s new mission and values.

Priority 1: A streamlined digital experience

A major focus of the five-year plan is improving and expanding online services. NCDMV’s goal is for 70 percent of all transactions to be available online and for half of all customer transactions to be completed online.

The agency plans to:

• Expand online driver services authorized under SB-245, including renewals and issuances.
• Offer online knowledge exams for driver licenses and commercial driver licenses.
• Allow customers to upload and verify documents online ahead of office visits.
• Enable online CDL renewals.
• Expand online options for vehicle services, including peer-to-peer sales and titling.
• Launch mobile IDs for residents and out-of-state customers.
• Develop a fully integrated mobile experience and expand AI-powered tools.
• Create a one-stop platform for broader state government services.

Priority 2: Improving physical offices and reducing wait times

The DMV also plans significant changes to its physical footprint to make in-person visits faster and more predictable. The agency’s long-term goal is for 99 percent of residents to be within 30 minutes of an NCDMV location and for average wait times to drop to 15 minutes.

Changes expected over the next several years include:

Next 12 months:

• Hiring 64 additional examiners under HB-1259.
• Clearing the current training backlog.
• Opening four new offices.
• Improving staff allocation based on data.
• Deploying real-time wait-time and capacity tracking.
• Upgrading translation support.

Over 2–3 years:

• Moving complex services to specialized offices.
• Assessing and improving office layouts.
• Adding self-service kiosks.
• Increasing mobile unit services.
• Expanding office hours.

Over 4–5 years:

• Launching TeleDMV kiosks that connect customers to live agents for document verification.
• Redesigning and relocating offices as needed to meet population growth.

You can read the entire 2026-2030 Strategic Plan here.