How Nevada DMV cleared backlogs and streamlined service statewide

About the project

Part of Nevada DMV’s transformation to modern service

The Nevada Department of Motor Vehicles serves millions of residents every year across urban and rural offices. In 2024, DMV leadership launched the DMV Transformation Effort to expand online services, modernize in-person experiences, and improve customer satisfaction. Implementing a new queue and scheduling system was central to that plan.

“With this we really think it is going to combat that issue of people waiting here all day… you can still go get things done… without physically waiting in the office.”

Hailey Foster, DMV spokesperson

Overview

Other systems couldn’t keep pace with demand

Before 2024, Nevada DMV relied on another tool that could not adapt to customer demand or office closures. Customers often faced months-long appointment backlogs and wasted trips. The DMV needed a modern system that could:

• Clear appointment backlogs,
• Work across metro and rural offices, and
• Deliver a customer-friendly experience.

Challenge

Customers and staff struggled with ineffective tools

• Long waits: In some offices, appointment waits stretched into “months” before WaitWell.
• Rigid systems: Previous tools made it difficult to adjust schedules during closures or high demand.
• Poor customer experience: Residents had to physically wait in DMV offices, leading to frustration and wasted time.

Solution

Nevada DMV replaced its systems with WaitWell across all locations in 2024.

Key features introduced:

• QR code check-in for both appointments and walk-ins.
• Virtual queues so customers could leave the office and return when called.
• Automated text notifications for reminders, cancellations, and rescheduling.

Introduced in 2025:

• Unified drive test scheduling with secure text confirmations and rescheduling from one link.

What people are saying:

“Ever since our implementation of WaitWell last year, our offices have been operating more smoothly and efficiently, which are great wins for everyone.”

Tonya Laney, DMV Director

“There was no line, and it’s all on your phone…”

Customer at the DMV location in Reno