CHARLOTTE, N.C. — Paperwork and wait times are two things many think of when they hear the letters DMV.

But for Leslie Williams, it’s just another day at the office.

Williams is a people person. It’s what drew her to the job in the first place.

What You Need To Know

  • The N.C. Division of Motor Vehicles is making big changes to help with wait times

  • Starting May 1, appointments will be offered only in the mornings, to help with the walk-in customers in the afternoons

  • The DMV is also adding tools on its website so customers can avoid going to the office altogether

  • Five additional offices will also be opening an hour earlier to help with wait times

She says that from the minute she walks in the door each day to the minute she leaves, she sees customers nonstop.

The wait times may not be ideal, but Williams says the Division of Motor Vehicles is trying to make the process easier.

But there are also things customers can do to speed their visits up.

“First going online and reading the documents that they do need to bring in,” Williams said. “Also to know that they can renew their license six months ahead of time. They can also renew their license online and get a duplicate online. So that can help cut down the lines.”

Williams says the DMV is frequently adjusting the process.

“We want them to be satisfied,” Williams said.

During the pandemic, the DMV added appointment times to cut back on people waiting in the building. But now as the world gets back to normal, the agency is pivoting again, after finding about 25% of appointments were no-shows.

“We usually call them three times, so we give them a chance,” Williams said. “They might have went to the restroom or gathering the documents. I try to give them time.”

So beginning May 1, appointments will take place only in the mornings to help more walk-in customers each day.

The DMV is also working to update its website and policies to allow residents to complete even more tasks online ahead of time, to get people in and out more quickly.

“If they just have patience and just understand that we're here for them and that we're doing the best we can,” Williams said. 

Changing the appointment policy isn’t the only thing the DMV is doing — starting May 1, the DMV will also have five additional offices open an hour earlier across the state to help with wait times.

The agency also will be opening some offices on Saturdays during the summer peak season months.

And soon, the DMV will also be showing estimated office wait times online.