N.C. Division of Motor Vehicles Commissioner Paul Tine recently released the agency’s 2026-2030 Strategic Plan, a comprehensive roadmap to become an excellent customer service organization delivering safe & easy service that improves the lives of all North Carolinians.
“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.”
Over the last six months, NCDMV has confronted longstanding challenges, including excessive wait times, outdated technology, inefficient processes, and widespread frustration among customers and staff. After listening directly to North Carolinians whose daily lives and livelihoods have been affected, the agency has already delivered bold, measurable improvements in customer experience, operational efficiency, and employee support.
“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, purpose, and values.”
Several high-priority initiatives aligned with the strategic plan are already underway.
To address long wait times and limited accessibility, the NCDMV plans to expand its digital services, enabling customers to complete more transactions online. This includes adding online driver license renewals, commercial driver license (CDL) renewals, and document upload and verification before office visits. Over the next few years, the agency will introduce online knowledge exams, mobile IDs, and a fully integrated mobile app to create a seamless digital experience. These steps aim to reduce in-person visits and make services more convenient for customers.
At the same time, the NCDMV will improve physical offices and staffing to meet growing demand.
Recognizing that outdated rules hinder modernization, the NCDMV will simplify policies and regulations by consolidating all policies into a single digital repository and reviewing administrative codes and statutes for improvements. Future efforts will focus on advocating for legislative changes to enable more online transactions and on adapting policies to keep pace with emerging technologies such as digital IDs and autonomous vehicles.
To improve efficiency, the agency will streamline processes and automate transactions. This includes redesigning in-office workflows, leveraging AI to accelerate document verification, and automating back-office functions such as auditing and data validation. Over time, physical paperwork will be replaced with digital alternatives, and call center operations will be modernized to resolve issues faster.
The agency also aims to empower its workforce to be more customer-focused by introducing customer service training programs, creating feedback loops, and establishing an “Innovation Lab” to test new service models.
Click here to view more details and read the full plan on the official NCMV website.
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Article and photo contributed by the North Carolina Department of Transportation.
