Press Release - 10-27-2022

DMV news

FOR IMMEDIATE RELEASE 
Thursday, October 27, 2022 

DMV EXPANDS “LIVE CHAT” TO PROVIDE NEW YORKERS WITH FASTER, MORE CONVENIENT SERVICE

Additional Topics to be Added to Live chat Option in Coming Months

The New York State Department of Motor Vehicles (DMV) today reminded New Yorkers they can chat live with DMV representatives through the DMV website and announced it has expanded the number of topics that customer service agents can assist with. This means customers can directly message DMV representatives to get answers more quickly and on their own schedule rather than calling or visiting the DMV.

Customers can access the live chat feature through the agency’s “virtual agent” or chatbot. Agents can help answer questions related to the following topics:

  • Where is my license, permit or registration? (NEW)
  • REAL ID / Enhanced license questions (NEW)
  • Clean Pass Stickers (NEW)
  • Traffic Tickets
  • Refunds/accounting questions

DMV will expand the topics live chat representatives will respond to, in the coming months.

“This expanded service option is part of a much broader effort underway at DMV to better serve customers,” said DMV Commissioner Mark J.F. Schroeder. “Nearly every New Yorker relies on the DMV at some point in their lives, so we are focused on simplifying the way we do business and meeting customers where they are. The expansion of live chat is proof of our commitment to doing just that.”

Live chat offers many benefits to the customer including: 

  • Shorter wait times for customers to contact an agent
  • Easier communication between representatives and customers
  • Convenience for customers who can contact DMV and then step away, if needed, and return to the chat later
  • Pre-filled information to speed up the process and improve clarity

This is one in a series of important transformative efforts for the DMV. Some such efforts include the launch of DMV’s Innovation Center on Swan Street in Albany and the new online records request navigator, which allows customers to request and pay for records online rather than mailing in a request, saving the customer time and money. Customers can also use the DMV’s REAL ID pre-screening process to make sure they have all the documents they will need to bring to an office to get a REAL ID or Enhanced ID.

The DMV also offers more than 65 transactions online. Customers can quickly and easily renew a driver license, renew a registration or renew a non-driver ID on the DMV website. Other top services include address change, replace a lost license, permit, or ID, replace a registration, check the mailing status of a license, permit or ID and sign up to get emails and/or text reminders.

 For more information about the DMV, visit dmv.ny.gov or follow us on Facebook, Twitter and Instagram.

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