Burgaw DMV Ranks Second in North Carolina for Longest Wait Times, Audit Finds

BURGaw, N.C. — A new state audit has revealed that the Burgaw Division of Motor Vehicles location in Pender County has the second-longest wait times in North Carolina, with some customers enduring delays of more than five hours to complete basic services. According to WECT, the findings have renewed calls for major reforms within the agency.

Local resident Nicole Arzu described her own experience at the Burgaw office, where she waited over five hours to take her driver’s license test. “People are just here to do what the state requires, like Real ID or getting their license,” Arzu said. “It should not take people a long time to do that.”

Years of Spending, Little Progress

The audit found that since 2014, the North Carolina DMV and the Department of Information Technology have spent more than $42 million on over 40 improvement projects aimed at reducing wait times and modernizing services. Despite the investment, the North Carolina Office of State Auditor concluded that the DMV’s systems remain outdated and urgently need replacement.

State Auditor Dave Boliek emphasized the need for a structural overhaul. “If we continue doing things the same way over and over again, we will continue to get the same results,” Boliek said.

Recommendations for Change

The audit outlined five recommendations to improve efficiency and customer experience:

• Consider establishing the DMV as an autonomous agency with direct control over its budget, planning, and operations.
• Develop a comprehensive strategic plan independent of the Department of Transportation.
• Conduct a detailed staffing analysis to guide a multi-year hiring plan.
• Build and maintain a centralized performance dashboard for tracking service metrics.
• Partner with industry experts to implement evidence-based customer service improvements.

Governor Josh Stein has also announced additional funding to boost staffing levels at DMV offices statewide.

A Priority for State Leaders

Boliek has pledged to make DMV reform a top priority, calling this audit “the first run” at finding solutions. “I’m like a dog with a bone on this,” he said. “We’re going to stay at it.”

For Burgaw residents, the hope is that change will come soon — and that five-hour waits will become a thing of the past.

Do you think DMV offices should operate independently from the DOT? Share your opinion in the comments at SaludaStandard-Sentinel.com.