DMV - Pandemic Lessons - Update for the House Appropriations Committee - October 18, 2021

Sep 20, 2026

Uploaded by Logic

Update for the House Appropriations Committee on how the Virginia Department of Motor Vehicles continued operations through the pandemic. Highlights include technology-enabled progress, a customer-centric service model, and operational flexibility. Details include online transactions expanded from earlier web adoption to 50 total online transactions, plus remote service additions such as mobile processing teams. Reports show 22M transactions from May 18, 2020 to October 2, 2021 and $4.5B collected, alongside efforts to increase capacity and maintain safe appointment service.

LanguageEnglish

CategoryResearch & Report

FormatPDF

Pages22

Reading Time55 min

AccessFree to download

Pandemic Lessons

Maintaining Service

Adding Remote Services

Results

Listening and Responding

Increasing Capacity

Department of Motor Vehicles Update for the House Appropriations Committee Richard D. Holcomb DMV Commissioner October 18, 2021 Pandemic Lessons • History of progressiveness and investments in technology enabled DMV to continue operating • Customer-centric with balanced approach for efficient government service • Flexibility to adjust is necessary Maintaining Service • Began offering online transactions in 1999 • DMV never closed; while in-person service suspended for two months, continued processing web and mail transactions • More customers opted for alternative service methods during the pandemic Adding Remote Services • Added 10 more online transactions in last 16 months, bringing total to 50 – Two-year driver’s license and ID card renewals – Learner’s permit replacements – Commercial driver’s license renewals and replacements – Driver privilege card renewals and replacements – Limited duration driver’s license and learner’s permit replacements – Payment plan option for Virginians Results • May 18, 2020 to October 2, 2021, DMV conducted 22M transactions across all service channels and collected $4.5B for the Commonwealth • Conducting an average of 10% more transactions per week – Week ending October 2, 2021, 353,000 transactions – Pre-pandemic weekly average 309,111 Results Week ending October 2, 2021 Listening and Responding • Appointment service model created safe environments during pandemic • Provided ability to regulate customer traffic and allow for social distancing • 77% of customers surveyed indicated desire for continued appointment service Increasing Capacity • Opened a second Sterling CSC • New, larger Smithfield CSC to open in 2022 (to be 76th office) • Replaced Lexington CSC • Renovating Charlottesville and NorfolkWidgeon Road by year’s end Increasing Capacity • Plan to – Open second Chesapeake CSC – Relocate 10 CSCs– East Henrico, North Henrico, Fair Oaks, Front Royal, Leesburg, Lorton, Smithfield, Warrenton, Winchester, Woodstock – Renovate 10 CSCs– Emporia, Farmville, Hampton, Kilmarnock, Lynchburg, Norfolk-Military Circle, South Hill, Staunton, Tappahannock, Virginia BeachBuckner Increasing Capacity • DMV Connect – 14 mobile processing teams stationed throughout state provide service at convenient community locations • Expanding over two years • New teams to be based in Abingdon, Charlottesville, and Virginia Beach • DMV 2 Go mobile office service to resume post-pandemic

FAQs

How did DMV maintain operations during the pandemic?

DMV never closed; in-person service was suspended for two months while processing of web and mail transactions continued. The update also highlights flexibility and a customer-centric approach for efficient service.

What remote services were expanded and added?

DMV added 10 more online transactions over the last 16 months, bringing totals to 50, including renewals and replacements for several license and permit types. It also planned and expanded capacity through additional customer service centers and DMV Connect mobile processing teams.

What results and performance figures did DMV report?

From May 18, 2020 to October 2, 2021, DMV conducted 22M transactions across all service channels and collected $4.5B for the Commonwealth. It also reported conducting about 10% more transactions per week than the pre-pandemic weekly average.

Sep 20, 2026

Uploaded by Logic