Last Updated on November 25, 2025 2:50 pm
N.C. Division of Motor Vehicles Commissioner Paul Tine on Tuesday released the agency's 2026-2030 Strategic Plan, a comprehensive roadmap designed to transform the DMV into an exceptional customer service organization.
“This strategic plan will be our playbook for transforming NCDMV into an exceptional customer service organization,” said Commissioner Paul Tine. “Our guiding purpose is clear: Safe and easy service, so every North Carolinian can get where they need to go.”
The 35-page plan addresses longstanding challenges that have frustrated North Carolina drivers, including excessive wait times, outdated technology systems, inefficient processes, and widespread frustration among customers and staff.
Over the last six months since Tine took leadership on May 6, the agency has already delivered measurable improvements. Average wait times have dropped to approximately 90 minutes, down from more than two hours in July. The strategic plan sets an ambitious goal of reducing that figure to just 15 minutes.
“This plan is the result of an inclusive, forward-looking, and action-driven process,” said Commissioner Tine. “We are deeply grateful to Gov. Stein, the legislature, N.C. Department of Transportation leadership, the state auditor, our customers, and – most importantly – our dedicated employees for the insights that shaped our new mission, vision, and values.”
Seven Key Priorities
The strategic plan outlines seven priorities for improving DMV operations:
Build a Streamlined Digital Experience: The DMV aims to make 70% of all transactions available online, up from the current 61%. Additionally, the goal is for 50% of transactions to be completed online, compared to 31% currently.
Improve Physical Offices, Staffing, and Service Mix: The plan calls for 99% of residents to live within 30 minutes of a physical NCDMV location, up slightly from 97% today.
Simplify Policies and Rules: Replace outdated rules with clear, consistent, and modernized policies.
Streamline Processes and Automate Transactions: Target a 12-minute average for in-person driver's license transactions, down from 15 minutes currently. The plan also aims for 75% of callers to have issues resolved on the first call.
Modernize and Secure Technology Systems: Launch a new system of record within the next three years.
Empower the Team to be Customer-Focused: Achieve an 85% customer satisfaction score.
Create a Great Place to Work: Target 75% employee satisfaction and 95% voluntary retention rate, up from 90% currently.
Growing Demand Drives Need for Change
The plan addresses the reality of North Carolina's rapid growth. The state population has surged past 11 million people, representing the fourth-largest population gain in the nation in 2024. The number of drivers rose from 7.2 million to more than 8 million between 2015 and 2023.
REAL ID requirements that took effect on May 7 have added additional demand for in-person services.
The DMV currently serves approximately 9 million credential holders through 113 driver license offices and 132 license plate agencies. The agency handles 27 million transactions annually with 1,556 employees.
Several high-priority initiatives aligned with the strategic plan are already underway, including expanded online services under Senate Bill 245, which recently enabled teen drivers to upgrade their licenses online and allowed consecutive online renewals for both non-REAL ID and REAL ID licenses.
The full 2026-2030 NCDMV Strategic Plan is available on the NCDMV website.
