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New system at DMV changes waiting procedure

New system at DMV changes waiting procedure


ELKO — If you’ve been to the Department of Motor Vehicles in Elko lately, you may have noticed a change in the lineup.

Under the new queuing system called “Dash Pass,” users can reserve their place in line over the phone, via text message or online, and receive updates on waiting time.

“This is going to require a culture change in how people view the DMV because you no longer have to be in our office to be in line,” said Public Information Officer David Fierro.

Dash Pass is powered by QLess! and is part of a statewide effort to erase the DMV stereotype of long lines.

The Elko DMV office serves between 250 and 300 people per day, Fierro said. The average wait time is 15 minutes, and the average processing time is 7 minutes.

“We’re always trying to enhance our customer service,” he said.

The system works like this: Anyone needing to go to the DMV can save their spot in the queue by texting “dmvelko” to 347-482-0834, calling 1-844-327-4727 or checking in online at The user is asked to provide a home phone or cellphone number to receive updates on his or her estimated wait time.

In theory, Dash Pass allows for people to stay at home or run errands instead of sitting in the DMV. And, there’s flexibility for those who are running late.

“The system does give you the opportunity to move yourself back (in the queue),” Fierro said.

Screens set up at the DMV display the last four digits of the phone numbers of those in the queue. If you are not present within a few minutes of your number being called, you will be moved into an “expired” group for one hour. Within that time frame, you may arrive and have yourself moved back into the top of the queue.

Dash Pass was first rolled out in Carson City in June, but has since taken effect in Elko, Fallon, Reno and Winnemucca as part of a statewide switchover.

“It seems to be working very well,” Fierro said.

Statewide, the DMV processes 8 million transactions per year, he said. The next rollover will take place at DMV locations in Las Vegas. When complete, Fierro said the DMV would like to focus more on public education about the system.

“(People are) very happy with it once they understand the system,” Fierro said.

Fierro compared the system to similar initiatives taken by other companies, such as Great Clips.



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