The days of waiting in long lines in inclement weather to get your driver’s license are over. With the advent of online queuing and booking systems, motor vehicle departments across North America are seeing significant improvements in operational efficiency and customer satisfaction.

But not all systems are created equal.

The Nevada Department of Motor Vehicles (DMV) in Reno purchased an online booking system a few years ago but found it not to be entirely user-friendly or efficient.

“Customers were unable to cancel their appointments online,” says Veronica Aguirre, manager III, Reno Field Services. “So we had to deal with a lot of no-show appointments and lost time.”

AN IMPROVED SOLUTION

The department searched for a new vendor and landed on Calgary, Alberta, Canada-based WaitWell, which also provides service to universities, hospitals and veterinary offices. The Nevada pilot program launched at one DMV location in March 2024 and was rolled out across the 17 other locations in the state by May.

So far, the WaitWell platform—which allows customers to schedule appointments online, receive automatic confirmations and SMS reminders, and join virtual queues—has helped the DMV decrease wait times, open appointments sooner, provide better customer service, improve communication among staff and decrease the number of no-show appointments.

“Staff members can see what kind of service appointments are coming in, so teams can be prepared to handle the workflow and the specific requests,” says Steve Vander Meulen, co-founder and CEO of WaitWell. “It reduces stress and makes life easier for them and for customers.”

A BETTER, FASTER EXPERIENCE

Because staff can be deployed when and where they’re needed most, the Nevada DMV has seen a reduction in cost.

“We’d have these lapses where people couldn’t cancel, and then you’d have a time slot just wasted,” Aguirre says. “Now that’s filled by somebody else, so it’s a more efficient use of time that leads to cost savings.”

As this new technology gets more buy-in, DMV customers can expect a better, faster and more friendly experience no matter their location.

“Customers can be in a coffee shop or grocery store and get a text saying that their place in line is ready,” Vander Meulen says. “I say within five to 10 years, there will be no traditional lines at all.”