About DMV Reform

The North Carolina Division of Motor Vehicles is committed to meeting the needs of our customers by improving our services. This includes a number of strategies, which will work together to improve overall efficiency and technologies to enhance the customer experience in DMV offices, online and all the time.

DMV reform began with the “voice of the customer” market study in 2014, which helped us understand the perceptions, needs and expectations of our customers. What we learned from this study is the basis for our improvement efforts, which we call “Driving Change Through DMV Reform.” Our goals are to:

  • Increase positive customer experiences
  • Provide more value-added services
  • Improve IT infrastructure and applications
  • Enhance DMV’s brick-and-mortar facilities
  • Hire and train highly effective employees

Our Successes

So far, we’ve made a number of improvements to help our customers:

  • Reduced wait times in our pilot offices in Cary and North Raleigh
  • Served more than 70,000 customers with extended Saturday hours in 2014
  • Provided a veteran designation on qualifying driver licenses and identification cards
  • Eliminated the written test for new residents of North Carolina as long as they have a valid driver license from another state
  • Opened our flagship office in Huntersville:
    • Modern, state-of-the-art facility
    • Model for DMV offices everywhere
    • Friendly greeter to help customers get what they need
    • Convenient, self-service kiosks
    • Combined DMV services under one roof to save you time
  • Driver licenses and identification cards that are more durable with increased security
  • Online driver license renewal

What’s Next?

We’re excited about offering improved service, increased efficiency and a better overall experience for you. Our future plans include:

  • Accepting credit/debit card payments at driver services offices
  • Reducing wait times at 25 more locations
  • Kiosks for quick transactions at places you normally go (grocery stores, libraries, etc.)
  • Dependable, lower-cost mobile unit solutions to assist remote regions in emergency situations

Details on DMV Reform Initiatives

Extending Hours of Service

Launched in March 2013, the Division launched its Extended Hours Program, which currently operates in 21 driver license office locations across North Carolina. This program improves customer service by going beyond standard work hours, offering services at 13 locations from 8 a.m. to 6 p.m., Monday through Friday and on Saturdays from 8 a.m. to noon. The remaining eight offices are open on the first Saturday of the month, from 8 a.m. to noon, with shortened Wednesday hours of 8 a.m. to noon.

Through this program, 85 percent of North Carolina residents are now within a 30-mile radius of a driver license office with extended hours. In 2014, these offices served more than 70,000 customers.

Reducing Wait Time at Local Offices

We wanted to identify ways to help customers shorten time spent waiting in our offices and completing their transactions faster. In 2014, eight offices were selected to test new features, including front desk greeters, self-service kiosks, road-test-only teams, improved equipment and free Wi-Fi. A centralized appointment system was also implemented along with the rerouting of calls to the central call center to benefit all customers across the state.

Based on the changes implemented in this pilot project, two offices – North Raleigh and Cary – have reduced their wait times. As we move forward, the program will expand to 25 locations, adding more services and amenities to improve your experience at select driver license offices.

Veteran ID

In 2014, DMV began issuing a “VETERAN” designation on driver licenses and identification cards to help veterans get military discounts without having to show paperwork or other identification. Honorably discharged veterans can bring their DD-214 discharge forms to apply at any driver license office. In one year the Division issued more than 27,000 cards with veteran designations statewide.

Customer Service Training

Working with Wake Technical Community College, we launched a customer service training program in 2014. The AchieveGlobal Customer Service® training program explores the value of quality customer service, provides the skills necessary for employee development, builds constructive relationships and recognizes employees who exhibit good customer service qualities. This training program is an integral step to improving overall customer service, a major goal for our reform efforts.

We are proud that more than 1,800 customer-facing employees have gone through this course, including the contractors and staff of 120 license plate agencies statewide.

Extended Hours Program

There are 13 extended-hours driver license offices that, unless otherwise noted, are open 8 a.m. to 6 p.m. Monday through Friday and 8 a.m. to noon on Saturday. (Get the latest information about these offices, or find a location using NCDMV's office location search tool

1624 Patton Ave.
(828) 251-6065

Charlotte South
201-H West Arrowood Road
(704) 527-2562
(Open weekdays from 7 a.m. to 5 p.m.)

Charlotte East
6635 Executive Circle, Suite 130
(704) 531-5563
(Open weekdays from 7 a.m. to 5 p.m.)

Charlotte West
6016 Brookshire Blvd.
(704) 392-3266
(704) 392-3267
(Open weekdays from 7 a.m. to 5 p.m.)

Durham South
3825 S. Roxboro St.
Suite 119
(919) 560-3378

Fayetteville South
2439 Gillespie St.
(910) 486-1353

Greensboro West
2391 Coliseum Blvd.
(336) 334-5438

703 SE Greenville Blvd.
Suite 12
(252) 830-3456

12101 Mt. Holly-Huntersville Road
(704) 547-5786
(Open weekdays from 7 a.m. to 5 p.m.)

299 Wilmington Highway
(910) 347-3613

3122 US 74 West
(704) 283-4264
(Open weekdays from 7 a.m. to 5 p.m.)

Raleigh North
2431 Spring Forest Road
Unit 101
(919) 855-6877

Wilmington South
2390 Carolina Beach Road
(910) 251-5747
(910) 251-5748

Eight branches are open from 8 a.m. to noon on the first Saturday of each month and close the following Wednesday at noon. For the remainder of the month, the hours are 8 a.m. to 5 p.m.

242 NC 42 West
(252) 332-5525

Nags Head
2808 South Croatan Highway
(252) 480-6465

260 Enola Road
(828) 438-6294

5298-3 South Main St.
(910) 754-5114

3783 US 301 South
(919) 934-3187

876 Skyland Drive
Suite 2
(828) 586-5413

168 Glenn Road
(910) 572-2001

1230 School St.
(336) 838-4725

Testing services (such as road tests) are offered during Saturday and half-day Wednesday hours, with the exception of CDL skills tests, medical re-exams and motorcycle skills tests.

Vehicle Services
One vehicle service office is open Monday through Friday from 8 a.m. to 6 p.m.

12101 Mt. Holly-Huntersville Road
(704) 547-5786
(704) 547-5787

Two vehicle service offices are open Monday through Wednesday from 8 a.m. to 5 p.m. and Thursday through Friday from 8 a.m. to 6 p.m.

1100 New Bern Ave.
(919) 715-7000

6016 Brookshire Blvd.
(704) 399-8306