Georgia says 68 percent of driver’s license customers still show up in person — and it wants that to change

Georgia has spent years building out digital government services — but most people getting or renewing a driver’s license still aren’t using them. According to the state’s Department of Driver Services, roughly 68 percent of license transactions still happen at a physical office, meaning nearly seven out of ten customers are driving in, finding parking, and waiting in line when an online option already exists.

Now DDS is making a direct push to close that gap.

The numbers behind the lines

DDS data puts the split plainly: 32 percent of license issuance transactions happen online, while 68 percent still take place at a Customer Service Center. Georgia has millions of licensed drivers, so that imbalance translates into a substantial and sustained flow of foot traffic through physical offices — and the wait times that come with it.

The pattern isn’t unique to Georgia. State DMV-equivalent agencies across the country have expanded digital options over the past decade, yet in-person visits have remained stubbornly common. Availability doesn’t automatically drive adoption, and Georgia’s numbers reflect exactly that.

Five incentives DDS is pitching to go digital

The agency’s case for switching starts with convenience. The online portal at dds.drives.ga.gov runs 24 hours a day, seven days a week — no need to work around office hours, take time off, or schedule around holiday closures.

There’s also a financial argument. Most transactions completed online come with a $5 discount compared to processing them in person. It’s a modest amount, but for routine renewals or address changes, it’s a straightforward reason to choose the digital route.

One feature that may surprise customers is the ability to print a temporary license or ID immediately after completing an online transaction. The permanent card still arrives by mail, but the printed credential is available the moment the process wraps up — no waiting room required.

DDS also points to the security of its systems, describing them as designed to protect customer information while keeping the process efficient. The portal includes step-by-step instructions for common tasks like renewals, address changes, and lost ID replacements, with a support team available for anyone who runs into trouble.

Why the gap persists

Despite those incentives, nearly seven in ten customers still make the trip. Some of that is habit — face-to-face service is familiar, and changing behavior takes time even when a better option exists. Many customers may simply not know the portal is there, or may not realize their particular transaction qualifies.

Some transactions, by design, can’t be completed online. First-time applicants and customers upgrading to a REAL ID-compliant credential are typically required to appear in person, which sets a practical floor on how low in-person volume can realistically go.

Digital access and literacy are real barriers too, particularly in rural parts of Georgia where broadband connectivity can be inconsistent. A 24/7 portal only helps the customers who can reliably reach it.

Then there’s trust. Even with encrypted systems and security assurances, some people remain cautious about submitting personal information — Social Security details, addresses, identification numbers — through a website. That hesitation doesn’t disappear just because an agency says its platform is secure.

What shifting online could mean for Georgia

If adoption climbs meaningfully, the most immediate effect would likely be felt at physical offices. Fewer in-person visits would ease staffing pressure and cut wait times for customers who still need to come in — including those with no other option.

The cost side matters too. Online processing is generally less resource-intensive than in-person service, and the $5 discount DDS offers online customers reflects, at least in part, the lower cost of handling those transactions digitally. Wider adoption could generate savings on both sides of the counter.

DDS signaled its broader direction in the same release, stating that the agency is “continually looking to identify cost saving and efficient methods to improve our customer service.” That framing suggests the current push isn’t a one-time campaign — it’s part of an ongoing effort to expand what the digital channel can handle.

Whether awareness campaigns, financial incentives, and platform improvements are enough to meaningfully move the 68 percent remains an open question. Updated transaction data from DDS in the coming years will show whether the online share inches closer to matching what the portal is already capable of delivering.