RALEIGH, N.C. (WNCT) — The North Carolina DMV has seen a deterioration in customer and employee experience, with increased wait times, workload, and staffing shortages, according to a performance audit by the Office of State Auditor.
According to a press release, the average wait times have increased by 15.5% since 2019, and visits exceeding 2.5 hours have increased by 79% during the same period.
Employees are struggling with workload and burnout, with low salaries, security concerns, lack of support, and inadequate training being cited as contributing factors.
Staffing levels are also unsustainable, with only 505 of the 710 driver license examiner positions filled, leaving a significant number of vacancies. IT modernization efforts have also struggled to produce meaningful improvements in customer service.
“It’s time to solve the DMV problem. North Carolina has the will and the tools to make our DMV better. Our audit lays out some concrete steps to begin the process to fix the DMV,” said State Auditor Dave Boliek.
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