New NCDMV check-in system serves more walk-in customers, keeps them out of the sun

RALEIGH, N.C. (WNCN) — A new check-in system for North Carolina Division of Motor Vehicle customers is now in place at offices across the Triangle. It comes days after the state auditor published a preliminary report highlighting workforce challenges at DMV offices across the state.

Lines wrapped around DMV office buildings are now a thing of the past at 82 offices across the state. A new system turns that physical line into a virtual one.

The new check-in system hopes to serve more customers by allowing walk-ins all day and save people from having to stand or sit in line outside.

Telecia Hartsfield is among the first customers in Raleigh taking advantage of it. She was there for a driver’s test for her daughter and a license renewal for herself.

“It’s a new process. Of course, there’s always process improvements and in tweaking things,” said Hartfield. 

Under the new process, customers check in with an attendant who verifies paperwork. They are then given a ticket. Customers then wait for a text message when there is room in the lobby and another when it is their turn to be served. Customers are asked to stay close by in their car or a nearby business while they wait. 

It didn’t go smoothly for Hartsfield, who missed her turn after she says she received confusing text updates.

“I’m going to stand in the waiting room because of the lack of clarification between the messages that we’re going to call you four times. You have to be inside for them to call you three, four times, even though they said I had 10 minutes,” she said. 

The new system is an effort to create more efficiency for walk-in customers who’ve been unable to get an appointment online.

“It’s been like three months. I’ve been trying to get an appointment online and every day is the same. No appointment,” said Kimberly Hill. 

So far, the process has been straightforward enough for Hill.

While she’s not standing in line outside, she knows she may still be giving up a large part of her day.

“She did say a couple of hours, which I’m all right with. I’m all right with that as long as I know I’m getting an ID. I need to have it,” Hill said. 

With a new DMV commissioner in place promising changes, customers are hopeful for improvements.

While there are services that require people to come into a DMV office. However, others like license and license renewals and vehicle renewals can be done online or at self-service kiosks at some Harris Teeters.