Skip-the-Line Program – Eliminating the ‘Time Tax’ to Serve You Better

Everything we do at the Secretary of State’s office is centered around creating an environment of excellent customer service. Each day we look to make improvements to better achieve this goal.

Our “Skip-the-Line Program” is an important step to improve the customer experience using a multi-pronged approach designed to eliminate the unpredictability of wait times at Driver and Motor Vehicle (DMV) facilities that Illinoisans have experienced for far too long.

It includes:

• encouraging more customers to renew online through our improved website;
• requiring appointments at 44 DMV locations across the state; and
• extending DMV hours across the state.

The Skip-the-Line program, which launches September 1, will require customers to schedule an appointment for in-person visits at 44 of our busiest DMVs in Chicago and the collar counties and locations in central and downstate Illinois.

Making an appointment that works best for an individual is standard practice in today’s world. Whether needing a haircut, an appointment with a doctor or dentist, or getting a car repaired, it is easier for consumers when they can reserve a specific time that accommodates their schedule. This is the world we live in now.

That’s what this program will accomplish. The Skip-the-Line program will eliminate the “Time Tax” Illinoisans have had to pay and allow our staff to enhance the service customers receive when they visit a DMV. We are offering services to customers when it works for them. No longer will they have to block out the whole day to visit a DMV. Now – we will be available when our customers want us.

Please note that motor vehicle transactions, including license plate sticker renewals, do not require an appointment because of the quick nature of the transaction. You can fulfill them at ilsos.gov or visit a DMV for walk-in service.

When I was running for Secretary of State, I spent a great deal of time sharing my vision for the office. But I also prioritized something else when I visited communities throughout Illinois: I asked questions, and I listened.

I listened and learned directly from residents about their experiences when visiting a DMV. And to be honest, most people dreaded this visit. In fact, many of the residents I talked with expected to have a negative experience at the DMV before they even walked in the door. It’s been this way for years.

I am committed to changing this!

Under the Skip-the-Line program, when a customer needs to get a REAL ID, a driver’s license or ID card service, or take an in-car driving test, they can visit ilsos.gov and select the “Make an Appointment” button that’s located prominently on the main page.

Then they follow the simple prompts and select the DMV location and available date and time that is convenient for them.

It’s that simple.

Those who would prefer to make an appointment by phone can call 844-817-4649.

We want to make the process as straightforward and efficient as possible so that our customers can obtain the services they need quickly and easily.

But we aren’t stopping there.

All DMVs throughout the state will have new extended, standardized hours beginning September 1. Every DMV will be open Monday through Friday from 8 a.m. to 5:30 p.m.

In addition, 16 DMVs throughout the state will be open on Saturdays from 8 a.m. to 12:30 p.m. That’s six days a week serving customers. Customers can visit ilsos.gov for a list of the DMVs operating six days a week.

These new extended hours, coupled with appointments and the newly redesigned ilsos.gov website, will improve transacting business with the Secretary of State’s office and ultimately eliminate the “Time Tax” associated with visiting a facility.

It is important to emphasize that we have broadened the scope of services available on ilsos.gov so that customers can conduct a wide range of business online, without needing to physically visit a Secretary of State’s office or DMV.

The revamped website is easier to view and navigate, is more intuitive, and prioritizes our most popular services.

My goal is to change the stereotype of dealing with governmental offices. I am determined to exceed our customers’ expectations, and I want them to leave our DMVs with a positive experience.

The Skip-the-Line program is a strong step toward accomplishing this goal and transforming operations to best serve our customers, and changing the way they perceive the DMV. Learn more about Skip-the-Line at www.ilsos.gov/skip_the_line/home.html.

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Alexi Giannoulias was sworn into office as Illinois’ 38th Secretary of State on January 9, 2023. Giannoulias is committed to transforming the office’s antiquated IT infrastructure to modernize operations and improve customer service for all Illinoisans.