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FOR IMMEDIATE RELEASE February 28, 2014
  14-004

DMV to roll out new queuing system in Reno
Monday launch of Dash Pass will use technology developed for theme parks, hospitals

CARSON CITY – On Monday, Nevada DMV will launch a pilot of a new queuing system called Dash Pass. The new system is designed to revolutionize the way Nevada residents wait in line for DMV services.

The pilot will be conducted at the agency’s Reno office located at 305 Galletti Way.

DMV has entered into an agreement with QLess of Pasadena, CA to provide a queuing system that allows DMV customers to place themselves in a virtual line via text, phone, online or with a traditional queue ticket.

“It changes the whole dynamic of waiting in line at the DMV,” said DMV Director Troy Dillard. “Historically, our customers have had to arrange their schedules to accommodate waiting at a DMV office. Now, they will be able to control the process by utilizing that time for their own purposes and not having to wait in our offices,” Dillard added.

Nevada will be one of the first states to deploy a queuing system for multiple functions, including vehicle registrations, driver’s licenses, identification cards and driver histories. QLess technology is being used at DMVs in Texas, Michigan, Kansas and Missouri. The technology has been used for years in the theme park, retail, healthcare and education arenas.

“With a mission to liberate customers from waiting in line, we are pleased to partner with Nevada DMV, helping the organization take a major leap forward with its customer service,” said Dr. Alex Backer, founder and CEO of QLess.

If the pilot in Reno is successful, DMV has the option to expand the system statewide later this year under a four-year contract.

DMV customers will be able to text, phone or go online to place themselves in the Dash Pass queue. Once in the virtual queue, customers will receive text updates telling them how many people are ahead of them and providing a time estimate as to when their number will be called. The system will even allow people to push themselves back in the queue if they will not arrive at the office on schedule.

When they arrive at the DMV, the last four digits of their phone number will be displayed on the queue screens and announced on the public address system.  Customers who checked in with Dash Pass will be notified via text as to the window number where they will be served.  Customers will have to be in the office no later than 5 p.m. on weekdays and 4 p.m. on Saturdays to complete their transactions.

To use the system, customers will need to do the following:

  • Text in to (310) 494-2789 and use the keyword “dmvreno”
  • Phone in to (844) DASHPASS (327-4727) and follow prompts (Will go active 3/3/14)
  • Go to www.dmvnv.com/dashpass

The launch of the Dash Pass pilot in Reno comes as DMV wait times have jumped from an average of 40 minutes in DMV’s metro areas in 2013 to 65 minutes in January 2014. DMV attributes the increased wait times to new state and federal licensing requirements as well as recovering economic conditions that are driving increased business and transactions into DMV offices.

“We are hopeful that Dash Pass will be a success,” said Dillard. “We conducted a survey last year when this was only a concept and asked our customers what they thought of the idea. Nearly 75 percent of those polled thought it would be either extremely or moderately helpful. We believe the reality will be even better.”

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EDITORS: PIO David Fierro will be onsite in Reno on Monday.

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