By Reagan Bembridge, Online Editor-in-Chief

The Division of Motor Vehicles in North Carolina has carried a reputation for many years of being understaffed, having long wait times and leaving customers feeling frustrated. The Outer Banks community is not a stranger to these often lengthy lines, inconsistent customer service and employee dissatisfaction.

Paul Tine, an Outer Banks resident since 1995, was appointed commissioner of the DMV in May of this year and tasked with the job of fixing the unpopular state agency. Tine views this as a challenge, one that provides a chance to change how individuals experience government in their everyday lives.

“We have the opportunity to positively impact millions of people’s lives every year. It’s a great job,” Tine said. “This is the best job I’ve ever had, because it is the most challenges that you could possibly want.”

While people across the state have spent this year getting to know Tine, he’s no stranger to those on the OBX. Tine moved to Dare County after earning his bachelors in English from James Madison University. He then met his wife, Whitney Midgett from Manteo, and joined her family’s insurance business. Soon after, Tine poured himself into civic work ranging from broadband projects for rural communities to economic development.

“I really enjoyed helping out with different community activities, but realized that I wasn’t able to get as much done as elected officials were,” Tine said.

That led him to serve two terms in the North Carolina House of Representatives, where he worked to reform the Department of Transportation and co-wrote the legislation creating the Department of Information Technology.

Tine’s family later asked him to step away from public life. Tine agreed, promising his wife he would not return until their youngest child graduated high school. When that happened – popular StageKraft actor Alex Tine graduated from FFHS in 2025 – Paul Tine used his drive to create impactful change by starting the transformation of the DMV.

According to Tine, the DMV collects $3.3 billion in taxes and fees annually, manages a $180 million budget, and employs more than 1,300 individuals, plus 600 contractors running license plate agencies. That might sound like an overwhelming task for one person to lead, yet it’s only a preview of Tine’s responsibilities. In order to make improvements, Tine said he prefers not to rely solely on reports from headquarters. Instead, he spends time getting first-hand experiences around the state.

“The best way to figure out how to make the changes that are necessary, that are going to impact the customer, is to get in there and really see and hear and listen to the folks that are actually doing the job,” Tine said.

Fridays are reserved for visiting offices, and since May, Tine has been to 77 of the 115 DMV offices. By listening to employees and individuals face-to-face, Tine is able to learn what works and what does not. These trips have produced a list of 120 projects, many underway, that were based on this input.

Some projects are simple but purposeful, such as new uniforms, hosting appreciation events for employees, and adding new carpeting and fresh paint to offices picked with intention.

Simple fixes to major process changes are also a part of that list, such as how customers move through offices. Instead of long waits standing in line, people can now wait in their cars or outside all thanks to a text system.

“We changed the way you wait, especially as I was concerned people were going to have medical issues this summer standing out in the heat,” Tine said. “Their target is 15 minutes of waiting inside before they are able to serve you.”

Long-term improvement projects concentrate on technology. Senate Bill 245, signed into law Sept. 29 by Gov. Josh Stein, allows the DMV to move around 5,000 transactions online, reducing the pressure on offices. Additionally, the DMV is preparing for full modernizations of its systems, many of which date back to the ’90s. This project may take numerous years and cost up to $80 million, Tine explained, but he is ready for the challenge.

Tine not only radiates passion about the DMV as he speaks – he sat down with Nighthawk News for a wide-ranging interview at the school in late September – but also for its employees. Despite going years with low pay and dealing with outdated systems, they keep showing up.

“The thing that surprises me the most is how willing the people in the frontline staff have been to deliver day in and day out, how dedicated they are to service. That’s been a wonderful surprise,” Tine said.

Individuals often discuss what could have contributed to the current hardships, with a common factor he’s hearing that there’s not a singular reason that brought the DMV to where it is today.

“There’s a bunch of reasons all that happened,” Tine said. “Same thing – we’re not going to get out with just one simple thing.”

What started – and continues – to drive Tine toward positive change within the DMV is working with inexperienced drivers. The process of teenagers arriving to take their initial tests, both written and behind the wheel, can be stressful. Parents are waiting for their driver to walk back in and announce if they have passed, or if they must return for another round.

Examiners are dealing with stressed teens and parents, and this process is just one highlight of why reform matters to Tine.

“We want to make it a positive experience for them,” Tine said.

A newly developed program for driver permits allows driving schools to administer the driving test, which helps reduce the frequency of going into the DMV. This also lessens the amount of work for employees in the offices. The DMV authorized the first company to do this program the week of Sept. 14.

Many concepts are being developed and work is actively being performed constantly. Tine expressed that he always loves a challenge, and it’s clear the DMV falls into that category. His journey as commissioner may have just begun, but he’s eager to achieve his end goal for the Division of Motor Vehicles: creating an easier system that understands and addresses the customers’ needs.

“I want DMV to be an afterthought, where it’s just like, ‘Oh, I’ve got to drop by the bank today,’ and you drop by the bank,” Tine said. “And you might wait for a little bit in line, but you get taken care of quickly.”

Senior Online Editor-in-Chief Reagan Bembridge can be reached at BembridgeRe9700@daretolearn.org.