DMV appointments shorten waits, but many Vermonters still walk in, agency says
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Summary
Operations director Nancy Prescott told the House Transportation Committee that scheduled appointments averaged 10-minute waits last year while walk-ins averaged 29 minutes; the DMV accepts walk-ins, operates 10 offices plus mobile satellite sites, and is expanding online services.
Nancy Prescott, director of operations for the Vermont Department of Motor Vehicles, told the House Transportation Committee that DMV branch operations include 10 office locations and several mobile satellite sites and that the department serves customers both by appointment and on a walk‑in basis.
Prescott said 86,000 customers scheduled appointments last year and were served with an average wait time of 10 minutes, while 91,000 walk‑in customers averaged 29 minutes in line. "Our process is you are a priority when you schedule an appointment," Prescott said, adding that the department accepts walk‑ins but gives scheduled customers precedence. She said 93% of customers with appointments had transactions completed within an hour, compared with 74% of walk‑ins.
Prescott outlined front counter and back‑office operations: 10 branch locations handle face‑to‑face services such as titles, registrations and road exams, while an information‑processing unit in Montpelier handles mail transactions, and a driver improvement unit manages suspensions and reinstatements. The DMV has about 171 operations staff within the stated total of 245 permanent positions.
Committee members asked about satellite/mobile offices. Prescott said St. Albans, St. Johnsbury, White River and Dumberston operate as mobile locations that provide many services but not commercial vehicle exams, which require more space.
Members also asked about the removal of the small annual registration sticker. Prescott and other officials said the sticker was phased out after a cost analysis and because law enforcement routinely runs vehicle registrations electronically; the vehicle inspection sticker remains visible on the windshield. The agency described procedures for replacing unreadable plates: non‑personal plates can be replaced immediately at no cost; retaining a particular number may require a special-order plate and associated fees because plates are manufactured by the Department of Corrections.
Prescott said online registration and licensing transactions are rising. She said 665 registration transactions per day are processed on average, and 70% of those were completed online during the period cited. The driver‑services portion of the DMV's modernization is expected to further increase online renewals and reduce in‑office volume.
Committee members asked for follow‑up data on suspensions and reinstatements and on historical wait‑time comparisons. Prescott said she would provide additional numbers on request.
