Ever wondered why it’s so hard to get a timely appointment at a Texas driver’s license office? Four years after Texas introduced a new appointment system, NBC 5 Investigates has found that staffing shortages are still causing significant delays for customers.
In 2012, NBC 5 Investigates unveiled the frustratingly long wait times at Texas Department of Public Safety (DPS) offices in a series called “You’re Gonna Wait.” At that time, DPS promised that new “Mega Centers” in Garland and Fort Worth would ease the wait. However, over a decade later, wait times have worsened, now stretching from hours to several months.
In August, NBC 5 Investigates examined the current state of the appointment system and discovered that the earliest available appointments at some Dallas-Fort Worth area offices were two to three months away, with Fort Worth having slots only available in late January—almost six months out.
The shift from long in-person waits to lengthy online appointment delays has frustrated many. “It’s a different kind of wait now. Instead of waiting in line, you’re waiting months for an appointment,” said one driver. Angela McDonnell, a customer at the Fort Worth office, remarked, “It used to be straightforward to get your driver’s license. Now, it feels like a major ordeal.”
Recent data shows that wait times have increased at 116 offices compared to the previous year, with at least 45 offices experiencing average wait times of over 30 days. Sheri Gipson, chief of the Texas DPS license division, admitted that some offices fall short of their goal to provide appointments within five to 10 days. She acknowledged the need for improvement, stating, “We know that our customer service is not where it needs to be.”
Gipson attributed part of the problem to staffing shortages, with about 13% of driver’s license office positions statewide unfilled. In major cities like Dallas-Fort Worth, the vacancy rate climbs to 25%, meaning that one in four positions is unoccupied.
Gipson explained that the salary for these roles, starting at $39,000 annually, is not competitive in high-cost areas like Dallas-Fort Worth. To address this, DPS is considering a virtual appointment system that would allow staff to work remotely from areas with lower living costs. “This could increase the number of appointments we can handle and allow us to hire from across the state,” she said.
State Senator Royce West (D-Dallas), who sits on the Senate Transportation Committee, expressed frustration with the extended wait times. “It shows we don’t have enough personnel,” he said. He was interested in the idea of virtual appointments and noted that such innovations could improve the system.
The DPS also faces issues with no-shows. In 2023, around 2.1 million appointments were missed. The department is working on strategies to estimate no-shows better and open up more last-minute slots for others.
Elsa Kahn, a driver who managed to secure an earlier appointment by frequently checking for rescheduling options, noted that while it’s possible to find sooner appointments, many Texans are still stuck with long waits. “We deserve better service,” said Alfredo Silva.
For those needing driver’s license services, it’s advised to check online for renewal or replacement options before visiting an office. New residents must apply in person, but many renewals, address changes, and other updates can be handled online. Learner and provisional licenses, as well as ID cards, require in-person visits.
State officials are hopeful that upcoming legislative sessions will address these issues and lead to improvements in the appointment system.
