AUSTIN – Texas Department of Public Safety (DPS) Driver License Mega Centers are making a positive impact on customer service, according to data compiled by DPS during Spring Break this year. Performance reports from March 11 – 15, a peak demand period for all driver license offices, show that customer wait times at the six new mega centers averaged fewer than 20 minutes for all transaction types.
“DPS is constantly working to enhance the way it does business, and the mega centers were specifically created to meet critical needs in areas with high population and high demand,” said Texas Public Safety Commission Chair Cynthia Leon. “Given their performance thus far, we believe the mega centers are achieving these goals and will continue to be effective in processing large volumes of customers in a more efficient and timely manner.”
In 2011, the 82nd Legislature provided $63 million in funding to DPS to open six high-capacity driver license centers, hire 266 additional employees, and purchase equipment and technology to improve customer service and the efficiency of the state’s driver license system. Located in the Austin, Dallas, Fort Worth, Houston and San Antonio metropolitan areas, the first office opened in October 2012, and the final center opened earlier this year.
“Thanks to the leadership of the Texas Legislature, who provided DPS with funding and resources to open these mega centers, we have taken a significant step forward in improving our ability to serve large numbers of Texans quickly and efficiently,” said DPS Director Steven McCraw. “We still have more improvements to make in order to provide the service that customers all across the state expect and deserve, and we will continue working with lawmakers to enhance those areas of concern.”
Approximate wait times during Spring Break from March 11 – 15 for walk-in customers at the individual mega center locations were as follows: Austin-Pflugerville (10 minutes); Dallas-Garland (17 minutes); Fort Worth (13 minutes); Houston-Rosenberg (18 minutes); Houston-Spring (33 minutes); San Antonio-Leon Valley (21 minutes).
During peak demand periods, DPS encourages customers to use mega centers where available, or take advantage of online services, including renewals, duplicates and changes of address.
Mega centers feature additional square footage, added customer service stations, and a new queuing system that allows customers the convenient option to reserve a spot in line without going to the office. Customers can virtually enter the line via phone, mobile device or the Internet. The system also provides customers options allowing them to adjust their place in line – for instance, if they are running late, they can push themselves back in line. Walk-in customers can use the self-service check-in kiosks and have the option of returning later, closer to their appointment time.
To view the various online services, and for more information about Texas driver licenses and identification cards, visit: http://www.txdps.state.tx.us/DriverLicense/OnlineServices.htm.
To learn more about Driver License Mega Centers or to find the location nearest you, visit: http://www.txdps.state.tx.us/DriverLicense/getinlinebeforeyougo.htm.
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