Everyone has to go to the DMV eventually. Sure, most people don’t look forward to their upcoming visit. Maybe it’s the lighting? But the truth is, the DMV is a one-of-a-kind place where all types of people expect to collectively wait, most of the time patiently, for their turn to go next. A wait is always expected by visitors because, as we’ve established, everyone has to go eventually. The flow of visitors can never slow down. That is, of course, because the DMV can only take appointments.
Why appointments cause problems at DMVs
Many DMVs use a appointments-only model of operations, which limits the number of people they can service each day. Needless to say, the system is backlogged with no way to catch up. With some DMVs reporting a 3 month waiting period for the next available appointment, people are getting frustrated.
Other than problems with booking appointments, DMVs using appointments-only systems are seeing that people are not showing up to them. With some DMVs reporting 15% no show rates, it’s easy to see how this focus on appointments is inefficient. Scarce time and staff resources are wasted when appointments are left open. A waiting customer, for instance, could have easily stepped in the empty space. A DMV in Virginia has experienced 500,000 missed appointments since May, which means 500,000 people in need of services could have been helped during those open time slots.
“Cowardin said one reason for these long waits is that people aren’t showing up! She said there have been about 500,000 missed appointments since May.” ABC – WVEC
“It definitely was still more convenient for me to be able to come and wait in the line as opposed to waiting until December,” said LaChe’rel Richardson.” WRIC
Guests are looking for better customer service
When someone finally books an appointment, they expect to be serviced right away, on time. No matter the industry, it’s very hard to stay on time, all the time. In order for a DMV to maintain punctuality, each guest must be on time and the DMV must have a sufficient number of employees to run appointments smoothly. Sadly, both rarely happen. This all leads to poor service and a poor customer experience. Change is underway.
Walk-ins without crowded waiting rooms
A waitlist policy is a much more realistic way of managing expectations. People want the option to wait in line right now. Knowing this, DMVs are looking to modernize the walk-in experience. A physical line with a crowded waiting room is an outdated solution. But a virtual line, with self check-in and a virtual waiting room is much more modern and sustainable. As DMVs are starting to allow walk-ins, many are implementing NextMe, the most industry-friendly waitlist app, to give their guests and employees the waitlist system they deserve.
South Carolina DMV’s Branch Managers explain:
NextMe works great for walk-ins. Helps tremendously by keeping track of how long guests have waited and how many we have waiting” – Heather B.
With NextMe, many of our customers appreciate that they don’t have to wait outside in the rain, heat or cold. Guests can now wait comfortably in their cars and we can reduce congestion outside our buildings – Melissa B.
Virtual waitlists can reduce DMV call volume by 34%
With the help of NextMe, DMVs are standardizing their check-in policies and reducing phone call volume by 34%. Checking-in new visitors and taking phone calls takes time away from servicing guests. People are frantically looking to be serviced and have questions answered while DMVs are seeing a limited labor force. NextMe’s system gives them that time back.
Virtual waitlists can reduce no-show rates by 15%
By allowing a walk-in waitlist policy, DMVs can forget about missed appointments. And if they choose to continue offering appointments, they’ll have a virtual line of people waiting to take any open position. Appointment-based systems are not as efficient overall as they don’t allow any flexibility. Statistically, walk-ins are almost always the way to go.
Pairing the familiar walk-in waitlist policy with NextMe’s modern day waitlist system has been proven to streamline the way DMVs function. We’re not saying that all appointments are bad, but they should never be the only option. Drivers test and vision exams usually require appointments. NextMe allows its users flexibility to combine their appointments and waitlist management within one software. And if users wish to stick with their own standalone appointment software, NextMe can also integrate with third party software.
Interested in learning more about how NextMe’s waitlist system can help your DMV? Book a demo or contact us. We would love to hear from you.
