NASHVILLE, Tenn. -
The Tennessee Department of Safety and Homeland Security plans a series of changes by the end of 2012 that officials say will reduce wait times at its 51 service centers around the state.
The wait times at some centers average more than 90 minutes.
"Wait time is huge," Lori Bullard, Tennessee Department of Safety and Homeland Security for Driver Services Division Assistant Commissioner said. "It is one of the initiatives by the governor. That is one of his top priorities, to get the wait time down at all the centers across the state."
The goal is for people to be able to arrive at a service center and complete their visit in less than 30 minutes.
Driving service centers started using iPads in June so people can renew their licenses, change their address or request a duplicate license without waiting for an employee to see them.
The department also encourages people to use the Internet to avoid having to go to the driving centers altogether.
"What we would like people to do, whenever they can, is renew online," Bullard said. "That obviously keeps people out of the station and makes the lines go down."
The use of self-service kiosks will also expand in the coming months.
Self-service kiosks are installed in places other than the service centers, for example one can be placed at police precincts.
There are four being used currently as part of a pilot program. The department plans to add an additional 26 kiosks by the end of 2012.
Drivers can renew their driver licenses and take a photo for their license at the kiosk. The new license is then mailed to them.
Probably the biggest change for the department will be the replacement of the computer system used to issue driver licenses and ID cards.
Bullard said the department has used the same computer system for around 30 years.
"The new computers will reduce the amount of system outages the service centers experience," she said. "It will also increase the number of cameras available at the service centers."
Currently, the service centers have one camera that takes pictures for licenses and ID cards. If they camera is down, people have to wait until it is repaired or go to another location where they will also likely be waiting in line.
Tennessee driver Amber Perkins knows the waiting game quite well. She was at the driver service center on Hart Lane to get a new license on Friday.
"I took off work because I have had bad experiences in the past," she said. "I have spent a total of eight hours and I still did not get everything I needed to done."
She continued, "I left because I was hungry and tired."
Perkins said she now comes prepared to wait when she heads to the driver service center.
"I say have plenty of battery power on your phone plus bring games and snacks," she said.
For a list of driver testing centers and online services available, click here.
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