Online Reservation Numbers Increasing Steadily, Resulting in Reduced Wait Times
Governor Cuomo announced that New Yorkers have scheduled more than 700,000 reservations to visit state-operated Department of Motor Vehicles offices since introducing the service on its website in 2013. Customers who make reservations online ahead of office visits, reserving a day and time convenient for them, are able to avoid wait times. Those wait times have decreased dramatically since the launch of DMV’s Customer Service Initiative, which the agency began at Governor Cuomo’s direction in 2012 to increase efficiency and streamline services.
“This innovation has resulted in dramatically reduced wait times at the Department of Motor Vehicles and is part of this administration's efforts to create a smarter, more efficient state government," Governor Cuomo said. “By using the latest technology to handle the most commonly required services at the DMV, we are providing a better customer experience and I encourage all New Yorkers to take advantage of this timesaving resource.”
As part of the Customer Service Initiative, DMV made improvements to its offices, its website, and its call centers, where new technology expedites the 4.5 million calls the agency receives each year. At most state-run offices, employees with tablets greet customers upon arriving to ensure they can efficiently navigate the office with the correct documents in hand, and self-serve kiosks allow customers to complete transactions and bypass lines, saving them time. DMV averages more than 300,000 transactions at kiosks per year.
The number of reservations DMV customers make has steadily increased at state-run offices, a trend that is a testament to the ease and convenience of the service. Reservations made at the following offices are examples of this upward trend:
- Syracuse Office: 144 in February 2014, 809 in August 2015 – a 462 percent increase
- Albany Office: 296 in February 2014, 1,186 in August 2015 – a 301 percent increase
- Massapequa Office: 686 in February 2014, 1,820 in August 2015 – a 165 percent increase
- Lower Manhattan District Office: 1,249 in February 2014, 2,937 in August 2015 – a 135 percent increase
- Herald Square/Midtown Manhattan Office: 4,856 reservations in February 2014, 8,662 in August 2015 – a 78 percent increase
The agency’s site, dmv.ny.gov, was redesigned in February 2014 and named one of the nation’s best DMV websites by DMV.com, a portal for driver and motor vehicle information. The site gained the ranking due to its design, ease of use, and scope of available services, which include ordering replacement driver licenses, renewing registrations on mobile devices, and carrying out more than 30 other transactions. Customers completed more than 5.5 million transactions on the website last year, up from about 5 million in 2013 and 3.4 million in 2010. Use of the website has also helped decrease average wait times in local DMV offices statewide.
DMV Executive Deputy Commissioner Terri Egan said, “We want New Yorkers to spend as little time at our state-run offices as possible, which is why we’re making extensive use of technology to streamline our services. The results of Governor Cuomo’s Customer Service Initiative continually show that New Yorkers are happy to take advantage of services that will get them back to their daily lives as quickly as possible. I encourage all of New York’s motorists to plan ahead and use the DMV website.”
The New York State Department of Motor Vehicles (DMV) is a national leader in providing efficient, innovative, and responsive government services. The agency issues secure identity documents, delivers essential motor vehicle and driver related services, and administers motor vehicle laws enacted to promote safety and protect consumers. For more information, visit dmv.ny.gov, “like” DMV on Facebook, or follow @nysdmvon Twitter.
Chinese Translation 中文翻譯
French Translation Traduction française
Haitian Creole Translation Tradiksyon kreyòl ayisyen
Italian Translation Traduzione italiana
Korean Translation 한국어 번역
Russian Translation Перевод на русский язык
Spanish Translation Traducción al español