Case Study: Virginia DMV reduces customer wait times with SIMUL8

Virginia DMV Uses Simulation to Reduce Customer Wait Times

The Virginia Department of Motor Vehicles (DMV) faced a challenge with long customer wait times, with a third of customers reporting their expectations were not met. To devise a more efficient staffing model to achieve an average wait time of 20 minutes or less across its 74 centers, the Virginia DMV utilized SIMUL8 simulation software.

SIMUL8 provided a powerful simulation tool that analyzed customer flow and all relevant variables to identify the optimal hourly staffing levels required to meet the wait time goal. Using this data-driven approach, the Virginia DMV gained a better understanding of customer patterns and could project the staffing needed to reduce average wait times to 20 minutes or less statewide.

Virginia Department of Motor Vehicles (DMV)

Carrie Thompson

Senior Policy Analyst