Department of Public Safety

I have lived in four states, including Illinois, Virginia and California and now Texas. Getting a Texas driver’s license at this DPS office on North Lamar was by far the best experience I have ever had at a DMV. I arrived at 8:15 a.m. I put my phone number into the check-​in screen, and it said I had a 7-​minute wait time. I sat down, filled out the appropriate form, gave back my clipboard with 3 minutes left to wait.
When I got sent to station 7, I met Renee. She was warm and welcoming. She took my form, my old license and all of the background materials and the whole process took 15 minutes. It was awesome that I could do everything with Renee, where as in other states they move you around from station to station and you end up in a big line getting your photo taken or taking a vision test.
I tried to use the online reservation system before I got there, but I engaged it after I dropped my son off at his school, and it said that my wait time was only 8 minutes. It would take me 10 minutes to get there, so I canceled the notification and just showed up.
The whole thing worked out wonderfully. I guess going early is definitely key, and using the online texting service during busier times is a must.

DPS… srsly. I got to be that horrible old age when I couldn’t renew my license online and as a result the need to go to the DMV. Either I would hit them up at the crack of dawn or I would need to waste my afternoon sitting about a room with my fellow Austinitnes. Which frankly isn’t that bad since the people watching is epic. However, I noticed something a bit cool on their website. A «Save my place in line» feature online. I would simply sign in online and I would get a text when it was my turn. I went ahead and signed up as was informed I had a 2.5hr wait! Holy Crap, I’m glad I checked this prior to leaving. When the clock wound down to 30 mins, I made my way over to Lamar and checked in. When i got there, things moved along swimmingly. The estimate ended up being right on the money and before I knew it I was sitting with a young lady going through the process. She was polite and chatty and when my picture was taken, I looked like a turtle in a suit. She promised it would look better when I got my actual license. She was right of course, since when I did get my license a few weeks later, my wifey exclaimed I looked like an old cute baboon. So, there you have it, the no waiting online driver’s license reality. Job done.

If you call them, «there is a very long, slow, set of voice menus, and at the end, if you indicate that you want to speak to a customer service person, it says they’re too busy and the system hangs up!» Further, I emailed them, and never received a response back.

These guys stink. The beauty of monopoly is that you have no choice but to put up with their stink. Their phone number has a busy signal, practically unheard of these days. When you finally get through, there is a very long, slow, set of voice menus, and at the end, if you indicate that you want to speak to a customer service person, it says they’re too busy and the system hangs up! I could not forking believe it! If these guys could say no to welfare applicants as effectively as they do to the rest of us, there would be no more federal deficit.

If you get Dora, get back in line & wait for ANYONE else!
You can save your place in line before leaving home (5 stars)
We waited 5 – 10 minutes & were called to booth 12. We are informed we are in the wrong line. Not permits but new license. This time we wait for 30+ minutes. We are called again to booth 12. She’s a little rude & points out that the proof of residence I have cannot be used. Also states that the VOE form (proof of school enrollment) cannot be accepted with a date crossed out. She’s a little rude, but does tell me I can come back within 2 hours with the correct documents & not lose my place in line. Off we go to get the correct documents. I find at least 6 different pieces of mail with my address on it. When I get back less than an hour later I’m told I’ve lost my place in line & have to start over (50 minute wait). I explain what I had been told and they asked who I had talked to. They said they understood & to go ask booth 12 about it. Booth 12 said she didn’t think I would come back so she didn’t bother to keep my place in line. I’ll admit I was starting to get mad, but again deep breaths, we are in the home stretch. She starts tossing the documents back at me saying she can’t use them. I try to explain what they are & she won’t let me finish. I finally raise my voice & say «but this is my electric bill! At one point I asked to talk to a supervisor. She starts looking through all the paperwork again & doesn’t seem satisfied with the VOE which is from a charter school. She grabs my electric bill & VOE and says she has to see if these can be approved. I look around & see all her helpful, cheerful co-​workers. I ask one of her co-​workers what booth 12’s name is, that she has been very rude. The helpful co-​worker tells me I dealing with Dora then starts to say something else, but then says she’s sorry but she can’t get involved. I tell her I understand, I just wanted her name so I could lodge a complaint. After waiting 30 minutes for my documents to be approved I am really getting steamed. Then a very nice patrolman comes around the corner & asks how I’m doing. I tell him I’m about to blow my top. I’m getting ready to complain when here comes Dora & her supervisor. Yea! Supervisor explains that my electric bill is ok, but they cannot accept a copy of the VOE. I say it isn’t a copy. Yes it is we can tell it is. It has to be an original. We go back & forth & I say here is the pen it was filled out with. I take the form to show how the ink looks on it & see that sure enough it is a copy! Dora just sits back & smiles. How did my original become a copy? I am offended that they are implying that I made a copy then lied about it! Why would I even bother to make a copy. They tell me that if it is a copy that my son could lose his license. Well, I had given Dora the original, so I don’t know what happened. I ask them if they called the administrator of the school. They said they did but only got her voicemail so instead they looked at the schools website. I’m thinking if you did that you probably saw my sons picture all over it. They finally tell me they will let it go. I’m fuming. I realize that is why the patrolman is standing there. I’m chitchatting with the patrolman & supervisor as Dora looks through all our paperwork AGAIN. Oh, but look, not sure we can accept his SS card. It’s been altered. It’s obvious I added 2 letters. He has 2 middle names which make it too long. (funny how when she looked at it 3 times before it was ok) Her supervisor checks it against his birth certificate & says its fine. They warn me that if he applies to college or to get his passport the altered card won’t be accepted. Thats when I hold up his passport (they didn’t seem to have a problem with it). Then they are asking what name he would like on his license since his whole name is 1 letter too long, he tells them then Dora speaks up & says no he can’t do that, he has to use the 1^st 2 names. When he suggest using those with his 2^nd middle initial also she says he’s under the age of 18 & can’t make that decision Really, Dora! I’m sitting right here nodding my head agreeing with him.
Then she asks for some form I’ve never heard of. Evidently she was suppose to give it to him to take his test. As she’s shuffling papers, making more copies, the patrolman makes a comment about her nice copy machine right on her desk.
My son gives me his cell phone & goes to take his test. 11 minutes later he has passed.
This ordeal took about 4 hours.
On the way home I apologized to my son for losing my cool and still puzzling how my original became a copy. My son smiled and said Dora had made some copies before she left her desk and probably accidentally picked up the copy instead of the original. He said it was probably an innocent mistake that got out of hand. I should be as cool as my son.

This place used to be hell. Like… really, as close as you can get to literal hell. The wait was atrocious, the mood was unpleasant, and the employees were unnecessarily cruel. This is true of this DMV, and every one I’ve been to in my life. DMVs are the worst.
I hadn’t been back since the reopen and my recent experience was as close as you can get to heaven in a DMV. I walked in, signed in, sat for 5 minutes filling out paperwork, and was assisted. A pleasant woman received my papers, took my picture, and helped in getting my replacement driver’s license.
This may sound like a pointless review, but I’ll tell you what I texted my boyfriend the moment I left the building– «WOW, I actually had a pleasant DMV experience…»
… And yes, 3 stars for the DPS counts as, like, 9.

Most people don’t think of the DMV (as we called it in CA) as a place that will make your day but this place strangely did!
Went at around 10am on a Monday which I think helped me out a bit. Started off great that you can now join the line online before you go — HUGE plus, because I joined the line before I left my house and you are able to get status updates and also move back the time in case you need more time.
The person who helped me out was SO kind which was pleasantly unexpected. He even was patient when I realized I left my insurance information in my car and let me run out to get it.
My only complaint is that the times they were quoting were wrong (ended up working out in my favor though), but there are definitely minor glitches in their system. Also the person helping me made a few minor mistakes with my paperwork which prolonged the process.
I highly recommend going to this location — in and out fast, friendly people, and convenient location to both MoPac and 35!

I’ve lived in three different states since I’ve started to drive. This experience of getting a driver’s license in Texas is by far the most «pleasant».
Although I did read the Dept of Public Safety website very thoroughly before arriving, the requirements I read at the office did not fully match up with the website. I had to go home to get more documents. This wasn’t a big deal since I live pretty close but it was frustrating because I like to be prepared and I spent time researching what I needed.
I also like how the Dept of Public Safety allows you to que up by entering your phone number online. I did that and it was nice that it kept me in line while I ran home. When I came back I was at the top of the que and got everything done.
Overall it wasn’t a bad experience but the lack of consistency of information on the website vs. what was communicated in the office was really annoying to me.

The best experience I’ve ever had here. Smiles and the guy that helped me was very kind. I even got a great picture taken! They are even so advanced. You sign in with your phone number and it keeps you updated on your spot in line. You can even join the line from your computer before showing up. If you need more time there is a certain reply and it will just push you back a slot or 2. All over, great job Texas!!!

I can honestly say that this is the most stellar experience I’ve ever had at a DMV. My wait time was under 10 minutes and the new system they have made it seem like zero time at all. Instead of standing at a counter – you are welcomed into a semi-​private cute where you can sit down like a human being and do your business. Kudos on the new, efficient system.

I can understand long waits and bureaucracy when it comes to official paperwork. I don’t understand rudeness, though. I dealt with a woman named Tilly. I don’t know if that’s the right spelling, but I asked her for her name, because I was planning to lodge a complaint with the Department of Public Safety. It turns out that’s not so easy.
I went to the DPS because I had a question about my wife’s situation, which is slightly complex. The website wasn’t completely clear on paperwork and timelines, so I thought, hey, why not go and ask in person? I could hardly get a question communicated to Tilly between the eye-​rollings and interruptions. Where am I supposed to go if I have a question about drivers licenses? If I were asking about something unrelated, ok. Tell me to stop wasting your time. But asking questions about drivers licenses in a drivers license office — somehow that makes sense to me.
Give straight answers without smiles. I can appreciate that. But rudeness?

This place is the Worst.
There are some people in management here that are trying to tell people you cannot get your photo taken with «unnatural» hair color. THIS IS FALSE. Do not let them tell you no! I was told I could wear a wig? After having one of the most bizarre conversations in my life, leaving, and several hours on the phone with DPS customer service it was revealed to me that there are NO rules for hair color /​style etc.
This also happened to a friend of mine. I mentioned it the next time I went in and the woman helping me told me about the management cabal /​I had no problems.

I can’t make one complaint about the visit I made to this office today. I booked my driving test online via the DPS QLess system, arrived ten minutes before my appointment, checked in at the touch screens, and instantly saw my number on the screen with a 7 minute estimated wait time. I was called to the desk within 6 minutes, was greeted pleasantly, and within moments met the lady who would be assessing my test. She was friendly, approachable, but no-​nonsense, as I’d expect. Without a doubt, this was the best DPS experience I have ever had.
Tip: use the online booking system. If you’re waiting, you’re doing it wrong.

While I have to admit there is nothing fun about the DPS office, this location has it together. They’ve had a remodel since I was there last. My DL was going to expire so I had to get it renewed. They have an online check-​in system which puts you in line before you’re even there. I had to keep pushing my spot back in line so much because I kept getting to the front. I was in and out of that place in 15 minutes. Of course my picture is terrible but what can you do, they always are.

This office has been closed for months. After seeing a few billboards indicating that this office was now open I knew I couldn’t put getting my license off any longer. I double-​checked the hours and gathered ALL the proper paperwork and ID info I needed. I made my way through the rainy roads to this office at 11:10am this morning. When I arrived the doors were locked with no note or signed posted to indicate a reason for closing. I called their phone number and there wasn’t even an option to speak to an actual human. I called the line 3 different times and tried various extensions until one finally said «This office has unexpectedly closed. Sorry» And clicked off.
Such crap. And to think that the people working today still got paid. Ugh.

I never thought so many incompetent people can work at one place. No one is a team player and no one seems to know their own guidelines. One teller says one thing and the other says something else. There was an issue with the numbering system and at least 40 people were asked to go to another building several blocks away for processing. They started giving numbers out arbitrarily and many other patrons were starting to get angry.
I’m from out of state and just moved to Austin and I need a Texas license. After 2 hours of waiting and arguing with several managers, I was allowed to walk up to a window, only to find two dumb-​dumbs working. Frustrated with their behavior towards me and their lack of knowledge of the DL guidelines, I vacated the premises with a smile of disbelief.
«This is a government facility,» says one of the pushy tellers in a smug tone. I hope it’s not indicative of the entire system. I will not return to the N. Lamar DPS.

You soul stealer, DPS.
«Take a number,» she says patiently, friendly.
I take the slip of paper offerred.
«Now serving 538.», they call.
My number is 64.
Great people watching, for about an hour.
Nice reading time for about half an hour.
Anger inducing frustration for the rest of the time.
3 hours later:
«Now serving 64.»

Okay, it’s hard to say «I’m a fan» of DPS, but they deserve the 4 stars. I came in with a list of possibilities, and a need for a new ID. They found me the cheapest, easiest option building on my existing expired and lost IDs (I had one expired license, and one lost ID, two separate things). I just wanted one of the two, and I don’t drive, so the ID was cheaper to deal with. Everyone I spoke to was polite, quick, sometimes funny and sweet, and yeah, it took an hour between info desk and license desk and I should have brought a book, but that’s not their fault.
The one star loss is twofold: Their number calling system is weird, they call people in the 100s, 200s, 700s, 900s, and so it’s not so clear if you’re next.
The second half of that is that the website made it seem like I’d have to pay and pay and pay since I wanted ID replaced, possibly renewed (dunno, since I hadn’t seen it lately) and address change, and you can’t do that online. The extra fees were not the case for me. $ 16 for my ID. $ 25 if/​when I go back to get my license renewed (I don’t have a car but I might want one). So if you’re stymied by the website requirements, just go see them. It intimidated me by suggesting the million forms of ID I’d need, and possibly a notarized form for waiving insurance since I don’t have a car, but I was assured I wouldn’t need that, and for the ID, they accepted my expired license (they issued it), and my SS card.
Oh hell, I should probably put back that one star since I was able to walk there, but it was 90 degrees today and windy and my new ID photo is funny.

Meh… you know what you’re getting into when you pull into the parking lot.
I arrived at 7:30am, stood in an already lengthy line outside, they opened the door at 7:45am, started taking people at 7:50am, I got my number at 8:10am, and I was walking out the door with paper license in-​hand by 8:45am.
There were a TON more people in line when I left than when I arrived, so if you have an option, arrive early and bring a book or a fully-​charged smartphone. I also suggest you call ahead if you don’t understand the instructions on the web site for what types of identification to bring. I took my drivers license, passport, and social security card and I was good to go.
There have been complaints about them only taking cash, check, or money order, but they told me they take credit card when I was there. I’d brought cash with me anyway because of previous experiences.
Not everything in life can be a self-​checkout express lane at HEB, so be patient and smile. Thank the person handing you your number, and tell the person who snapped the ugly photo of you to have a nice day (and mean it).

It’s loud. It’s crowded. It’s a government agency!
Bring something to read, you will be there a while.