The Text That's Saving Illinois DMVs Time (and Frustration)

Waiting for your number to finally appear on a digitalized screen in a crowded waiting room at the Department of Motor Vehicles (DMV) is a least favorite pastime for many Americans. In Illinois, the state decided to tackle that headache with a new program, “Skip the Line,” an online portal to reduce congestion at busy DMVs.

But the new digital service quickly ran into a snag — one that a simple text message may be helping to alleviate.

Skip the Line centers around digital appointment scheduling so that patrons can come into the DMV with staff prepared and ready to provide service. Customers are required to make appointments for in-person visits at 44 DMVs in the state for REAL IDs, standard drivers' licenses, ID cards and in-car driving tests.

However, the system was soon plagued by no-shows, reaching a staggering 40 percent at some locations. This not only wasted staff time but also made it harder for others to secure appointments.

In October 2023, the second month of the program, there were more than 56,000 no-shows across the state. The problem was concentrated at many of the state's busiest locations.
“People would grab an appointment a couple weeks down the line and also grab another one and wait to see when they can grab another one without canceling the one they had,” Illinois Secretary of State Alexi Giannoulias said to ABC7 Chicago at the start of 2024.

A TEXT MESSAGE SOLUTION?

In January, several months after the digital launch, Giannoulias announced a round of updates to the digital modernizations in effort to free up appointments at the DMV.

One change included sending text message reminders that ask patrons to confirm or cancel upcoming appointments.

As government agencies nationwide embrace digital appointment scheduling, a key question emerges: Can simple tech solutions like text message reminders truly improve efficiency? Government Technology investigated this question by analyzing Illinois' Skip the Line program, which faced high no-show rates after its launch.

We obtained data on no-shows since the program's inception via a Freedom of Information Act request. Our analysis reveals a promising trend: After implementing text reminders with confirm/cancel options, no-show rates decreased, although the problem persists.
While the statewide no-show rate decreased by an average of 3 percent, resulting an an average no-show rate for online booked appointments of 17 percent, the impact of text reminders wasn't uniform. Some DMVs experienced more dramatic improvements. The Chicago Diversey location saw the most significant drop, with no-shows plummeting by 8 percent, translating to roughly 600 fewer missed appointments in June 2024 compared to October 2023.
However, a clear geographic pattern didn't emerge. While many urban DMVs saw notable decreases, some suburban and rural locations experienced little to no change. This suggests that factors beyond simple reminders might influence no-show behavior.

A PROMISING START, BUT MORE TO EXPLORE

While text reminders have undoubtedly played a role in reducing DMV no-shows, it's crucial to recognize other contributing factors. Giannoulias' emphasis on online services and the media campaign highlighting their availability likely discouraged unnecessary appointments from the outset.

The data suggests that a multipronged approach, combining technology with public awareness, is key to tackling the no-show challenge.

Looking ahead, Illinois DMVs will see more modernization changes, including self-service kiosks and digital IDs.