Driving change at NC DMV: Increased service and online renewals

ELIZABETHTOWN — On Monday, North Carolina DMV Commissioner Kelly Thomas hosted a tour of the DMV Customer Service Support Center in Bladen County. This facility serves as host to 140 service center agents that strive daily to deliver first class customer service over the phone and engage in customer outreach and information sharing.

NC DMV receives 3.3 million calls annually. More than two million of those calls are answered by an agent like the ones that work at the support center in Bladen County. The rest are addressed through the Integrated Voice Response system.

In addition to highlighting the customer service assets, Commissioner Thomas also showcased another tool in the state’s toolbox to improve customer service at the NC Division of Motor Vehicles.

Called NCDMV CAMS (Convenient Accessible Mobile Service), these new state-of-the-art mobile units allow North Carolina’s DMV to offer the first of its kind service in the nation. Replacing the aging, RV-style mobile units that are expensive to operate, and because of their age, difficult to keep in good repair, this new solution is cost-efficient and will give customers in all areas of the state better access to driver license services.

The CAMS will serve more than 36,000 customers at as many as 70 locations statewide. The old units only served 7,604 customers at 25 regular stops. This is an almost 475 percent increase in service to the citizens of North Carolina.

“As a member of the State Board of Transportation, nothing brings me more joy than when we can improve our operating efficiencies and better serve the State of North Carolina,” said Terry Hutchens, a member of the state’s Board of Transportation, Division 6. “And these mobile offices are only one chapter of a much larger success story at North Carolina’s DMV.”

Under Gov. McCrory’s “Driving Change” initiative, the DMV is providing drivers with more options and leveraging 21st century technology to better serve North Carolinians. Just last week, Gov. McCrory announced that the DMV’s online driver license renewal program had more than 355,000 North Carolina drivers renew their licenses online, resulting in customer time savings of 177,900 hours.

When Gov. McCrory took office, he promised to transform the culture of customer service across state government, particularly when it comes to getting a driver license.

“Whether through the mobile offices we demonstrated in Snow Hill, the success of the online renewal program, the acceptance of credit and debit card payments, or the introduction of extended and weekend hours, evidence abounds that this is a promise kept,” Hutchens said. “Gov. McCrory continues to drive change at the DMV and across state government, and our fellow citizens are benefitting from these improved services.”

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