Driver's License Backlogs Leads To Long Wait Times At DPS, Tag Agencies

If you're experiencing a long wait to get a new driver's license, you're not alone. 

The Department of Public Safety and a local tag agency say they are seeing a higher volume of costumers than usual. It's a situation both say may have been caused by a perfect storm of changes. 

"Our offices were closed for nearly a month because of the pandemic," says DPS media relations director, Sarah Stewart. "There's a little bit of a backlog from that time that we were closed, and that stretches our personnel a little thin as well because we have to have somebody manning the front door."

On top of the pandemic related delay, Stewart says switching to Real ID also meant switching to a new system. She added those are not the only changes. 

"We took a 9 percent budget cut this year so we have 28 positions in our driver's license services section that we cannot fill. We are dealing with less personnel than we normally have."

DPS used to book appointments 30 days in advance. Because of the number of people in need of service, the department now books 60 days in advance. 

The department recently added walk in appointments with text alerts available for customers to return. Nonetheless, they are discouraging walk-ins because of the wait. It could be 3 hours plus. 

"I would just ask them to be patient with us," Stewart says. "We are doing everything we can to accommodate our customers, but we can only operate with the number of employees that we have and the hours in the day that we have."

A visit to a DPS location is required for all new issued licenses. Renewals and address changes can be done online, or at a tag agency where offered. 

In New Castle, Tamara Holland's agency never closed its doors due to the pandemic, but it did switch to an appointment only schedule. 

"We've had people that are trying to get in all the way back to March whose drivers' licenses have expired," says Holland. "We're working on a 6-month backlog and there's only 237 tag agents who are actually issuing drivers licenses."

Holland says she often sees frustration.

"Be patient with us because we are angry, we're confused too. I actually put a sign on my computer that says look at people with Jesus eyes because it is frustrating dealing with the public," she says. "People get upset and angry, and just where the world is right now there's just so many things that are not normal."

Holland and Stewart want to remind customers to educate themselves on what they need before arriving. They also say customers may not need to upgrade to a Real ID yet. If they have a valid passport, they're asked to wait on the Real ID until current licenses are set to expire. 

 "If you can wait and put yours off, do that. That will help with backlog and it will help with people who need one get one," says Holland, harkening back to another pandemic related issue. "It's kind of like the toilet paper [shortage]."

Customers also may not leave with a physical license. A temporary pass is given, and the license is now mailed to the home address.