(The Center Square) – Gov. Josh Stein has acknowledged the need for reforming North Carolina’s Division of Motor Vehicles.
“We appreciate that there is a need for more personnel,” Stein said at the most recent meeting of the Council of State. “There is a need for policy changes. It’s going to take a while to get this ship right but we commit to doing everything in our power to doing just that.”
First-term Republican state Auditor Dave Boliek campaigned on addressing problems as the Division of Motor Vehicles. He delivered with an extensive analysis from his office this month.
The average DMV visit is now more than an hour and 15 minutes.
“Over 13.8% of customers now endure visits longer than 2.5 hours, up nearly 79% since 2019,” the audit found.
Not surprisingly, staff morale is lousy, the audit found.
“Without reforms, burnout-driven attrition could accelerate, further shrinking the workforce and compounding customer service failures,” according to the audit. “This could create a cycle of overwork and staff attrition, further straining operations and reducing service quality.”
The report recommends making DMV a separate state agency rather than a unit of the North Carolina Department of Transportation.
“DMV currently generates 30% of DOT’s revenues but accounts for only 3% of expenditures, while lacking sufficient operational authority,” the audit found.
It recommends technology upgrades to improve customer service and “Fasr Pass” system for those willing to pay for quicker service.
“This premium service would cater to those willing to pay for expedited processing while helping to fund broader operational improvements,” the audit says.
The need for change is even more urgent because of the growing population in North Carolina, with the number of licensed drivers increasing from 7.2 million in 2015 to over 8 million in 2023, the audit highlights.
