MOCKSVILLE — Jerry Corum was, shall we say, rather displeased Tuesday afternoon.
“Pissed off, really,” he said, waving off any of the nicer, gentler adjectives that he might have chosen to describe his frustration.
He’d driven to the state Department of Motor Vehicles office in Davie County to renew his driver’s license, a trip he said he’s made three or four times in the past two weeks only to find a long line of people needing to renew, take a road test or get a REAL ID accepted for air travel.
And this time, he didn’t even make it to the door. A large, foldable sign stopped him dead in his tracks.
Sorry … We’re FULL for today.
“What am I supposed to do now? My license expired yesterday,” Corum said. “They really need to do something about this.”
DMV offices, like those which house dentists and proctologists, have been the butt of jokes almost since the day states decided that vehicles should be registered and those who would operate them be licensed to do so.
What’s the hardest part about working at the DMV? Keeping a straight face when people complain.
Yeah. Gallows humor, the best of it, usually contains a kernel of truth.
Perhaps several decades too late, the state has turned its attention to improving the DMV experience.
State Auditor Dave Boliek, in one of his first acts after taking office, ordered an audit of the agency to see what the problems might be and what, if any, solutions might be had.
Preliminary findings were released in June, and Boliek took to a podium earlier this week to expound on them.
The issues include … wait for it … long wait times, difficulty booking appointments through an online portal intended to streamline the process and an overwhelmed workforce.
“Our data-driven analysis indicates that current DMV workforce levels are insufficient to meet the needs of North Carolinians,” Boliek said when the preliminary findings were released. “To provide citizens the service level they expect and deserve, the DMV must have more employees in its offices.”
Anyone with eyes — and business that requires an in-person visit — knows that much. How much did this audit cost?
In addition to Saturday hours already in place at 20 offices across the state, Greensboro and Winston-Salem among them, potential solutions floated by DMV Commissioner Paul Tine include hiring more driver license examiners and revamping a queuing system — take a ticket, take a seat — to account for office capacity.
Doing so should eliminate the maddening (and all too common) phenomenon of turning away people who’d waited for hours when quitting time rolls around.
As things stand now, DMV offices serve — or are supposed to serve — walk-ins all day. Shifting appointment times to the afternoon, the commissioner suggests, will allow examiners to handle walk-ins during the morning and curb the afternoon crunch.
All that sounds peachy, but the auditor, the commissioner and ticked-off customers such as Paul Corum know exactly what fixing the DMV will take — more employees. And workers, qualified and motivated ones at any rate, cost money.
DMV offices rely in large part on hiring temps. And the audit showed that 68% of some 142 temporary examiner positions were vacant as of June.
No shade toward temporary workers (or the agencies who provide them) but how hard will people work if they know they’ll be somewhere else next week? Or if the job doesn’t come with, say, health insurance?
“What they need is more than one or two people in there,” Corum said. “I’m not even sure that’ll help, though.”
Lawmakers running the circus in the General Assembly have yet to pass a budget so there’s no way to know if they’ll allocate more to run an agency most of us dread having to visit.
Maybe they will, maybe they won’t.
Lawmakers did pass a bill, signed into law last month by Gov. Josh Stein, which establishes a two-year grace period for standard driver licenses that expire through Dec. 31, 2027.
“That right?” a relieved but skeptical Corum asked when I told him.
“That’s only for regular licenses,” I said. “It doesn’t apply for CDL (commercial driver licenses.) You have to renew those.”
“Well, that’s what I got,” Corum replied. “And I’m 85. So maybe that means I won’t ever have to come back.”