Nebraska Department of Motor Vehicles (DMV) – Driver License Offices
The Problem
DMV’s driver licensing offices provide testing and identity document issuance services for all Nebraskans. Their goal is to serve customers within 15 minutes of check-in; however, the average walk-in wait time at the Sarpy County Metro South location exceeded one hour in May of 2023.
The Solution
The DMV developed system improvements to improve the efficiency and productivity of examiners, including:
-
Improving the customer queue management system
-
Checking customer documentation when they enter the office
The Success
These improvements resulted in:
-
The DMV serving 93.2% of customers within 15 minutes during the month of April 2024
-
This is a 15% improvement over April 2023
-
These improvements were achieved utilizing existing resources, and the project solutions are now being expanded to all service centers throughout the state.
