Case Study: Nevada Department of Motor Vehicles achieves 42% shorter wait times while serving 22% more customers with Qmatic

Nevada Department of Motor Vehicles - Customer Case Study

The Nevada Department of Motor Vehicles faced long, unpredictable customer wait times and limited reporting tools that hampered staff productivity and responsiveness across its 18 offices. To modernize the citizen journey and better manage rising demand, the agency partnered with Qmatic and implemented its Customer Journey Management solution, including Qmatic Orchestra 7, self‑service kiosks, digital signage, Business Intelligence and online appointment booking.

Qmatic’s solution delivered real‑time transaction data and flexible queuing tools that let managers spot bottlenecks and reallocate staff quickly. As a result, the Nevada Department of Motor Vehicles reduced average wait times by 42% while handling 22% more customers (436,832 walk‑ins with a 40‑minute average wait versus 69 minutes the prior year), and gained greater operational transparency through Qmatic’s Business Intelligence.

Nevada Department of Motor Vehicles

Tonya Laney

Field Services Administrator