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Contacts David Fierro and Kevin Malone
Telephone

(775) 684-4779 and (702) 486-1311

Cell (775) 721-4062 and (702) 499-4278
Email

dfierro@dmv.nv.gov and kmalone@dmv.nv.gov

Website www.dmvnv.com

FOR IMMEDIATE RELEASE

July 24, 2015

DMV reports wait times are dropping

CARSON CITY – DMV’s decision earlier this week to suspend remote access to its queue systems in four Las Vegas offices and Reno is showing positive results in just the first few days, according to DMV Director Troy Dillard.

“Early results indicate we are moving in the right direction,” said Dillard. “We did not take this decision lightly, understanding that many of our customers found the remote access to DashPass very helpful.”

The reductions in wait times at the five metropolitan offices since the recent changes are as follows:

  • Las Vegas Sahara:  For the two weeks prior to the change, the average daily wait time was 112 minutes. The average wait time is now 41 minutes.  A savings of 71 minutes per customer with an average customer volume of 1,249 per day, or the equivalent of 1,478 hours of customer time not spent waiting in DMV queues.
  • Las Vegas Flamingo:  The average wait time was 125 minutes and is now 80 minutes.  A savings of 45 minutes per customer with an average customer volume of 1,418 per day, or the equivalent of 1,064 hours of customer time not spent waiting in DMV queues.
  • Las Vegas Decatur:  The average wait time was 123 minutes and is now 82 minutes.  A savings of 41 minutes per customer with an average customer volume of 1,131 per day, or the equivalent of 773 hours of customer time not spent waiting in DMV queues.
  • Las Vegas Henderson:  The average wait time was 138 minutes and is now 76 minutes.  A savings of 62 minutes per customer with an average customer volume of 1,110 per day, or the equivalent of 1,147 hours of customer time not spent waiting in DMV queues.
  • Reno Galletti:  The average daily wait time was 132 minutes and is now 93 minutes.  A savings of 39 minutes per customer with an average customer volume of 872 per day, or the equivalent of 567 hours of customer time not spent waiting in DMV queues.

In total, the changes in the queue system have reduced customer waits by 5,029 hours per day.  It has also improved access to parking and reduced overtime being paid to DMV staff that was processing transactions for customers late into the evenings, according to Dillard.

Dillard said even with the wait time reductions, the agency continues to struggle with a supply versus demand challenge.

“We still have more customer demand on a daily basis than we have service capacity.  However, the 75 new positions that were approved by the legislature this year will help increase our service capacity and further reduce wait times,” said Dillard. 

The positions have been filled and the new staff will be completing training in August.  They will be staffing windows in September.

Additionally, the DMV is planning to deploy an appointment system as early as this fall. The appointment system will require customers who have made appointments in advance to check in at a DMV office once they arrive, which will prevent no-shows from impacting wait times.

“We do not want to eliminate options for our customers to better manage their time in DMV queues,” Dillard said.

Dillard said queue system vendor QLess, based in Pasadena, California, will continue operating the agency’s queue system in all offices it has been operating in and that remote access to DashPass will remain enabled at the agency’s rural offices.

“We are working with our queuing partner, QLess, to help identify ways to improve the customer experience,” said Dillard.

QLess CEO Alex Backer said his company is committed to the QLess-Nevada DMV partnership. 

“We remain committed to our partnership and to providing Nevada residents with the level of customer service experience they deserve,” he said.  “We are working closely with the agency to enhance the queuing process and bring the most innovative solutions on the market to the residents of Nevada. DashPass has already saved customers of the Nevada DMV more than 366 years of waiting in line. We look forward to many more to come,” he added.

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