NC DMV problems will get worse without reform, state audit finds
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Problems at North Carolina's beleaguered Division of Motor Vehicles could get worse if the state does not reform its structural and operational issues, according to a state audit of the agency.
Why it matters: The state's DMV — which handles issues including driver's license renewals, vehicle registrations and license plates — has come under fire from politicians and residents in recent years due to long waits and limited appointment availability.
Driving the news: The audit of the DMV's performance comes with several improvement recommendations from the state's recently elected auditor, Dave Boliek, a Republican who is becoming increasingly powerful in Raleigh.
- "I can't stress enough: Fixing the DMV is going to take buy-in from all levels of the government," Boliek said at a press conference Monday, per WRAL. "It's not going to happen tomorrow, it's not going to happen next month. But it can happen quick."
Between the lines: The audit of the DMV was part of a campaign promise for Boliek, who said more reports on the agency would come.
Zoom in: The 435-page audit found that the DMV has been hamstrung by several barriers, including:
- No direct control over its budget or ability to advocate for resources from the state's General Assembly.
- A lack of internal performance data to guide decisions.
- Exclusion from modernization efforts that improved other parts of the state government.
State of play: All of this has resulted in an average wait time exceeding one hour and 15 minutes and in 14% of residents traveling more than an hour for an appointment, according to the audit.
- The audit also found that the number of driver's license examiners has not increased as fast as the state's rapid population growth, according to the audit.
- At the same time, employee morale has cratered at the agency, potentially leading to more turnover and worse outcomes.
What's inside: One of the biggest proposals from Boliek is a potential separation of the DMV from the state's Department of Transportation, to give the DMV more autonomy.
It also suggests:
- That the DMV delivers a new strategic plan within nine months, with clear performance measures.
- The creation of a new staffing plan that prioritizes high-need offices, like Lillington where there is one examiner for 56,639 residents.
- Improving customer service through service pilots like pop-up DMV events and improved online technology, like document upload systems and translation tools or a "fast pass" option that allows customers to move to the front of the line for a fee.
What they're saying: In response to the audit, Department of Transportation Secretary Joey Hopkins and DMV commissioner Paul Tine said they were "committed to addressing the findings of the audit and look forward to continued collaboration ... to implement meaningful changes."
- The two agreed with most of the recommendations, except for potentially separating the DMV from the DOT.
- Instead, Tine and Hopkins suggested potentially changing how the DMV is funded by the Legislature, from a biennial appropriations model to a "percentage of fees" funding model.