PEMBROKE PINES, Fla. — The Florida Department of Highway Safety and Motor Vehicles says its driver’s license offices in Broward County are operating more efficiently than ever.

But customers standing in long lines ― sometimes for hours ― and several state lawmakers are challenging that claim.

FLHSMV Deputy Executive Director Robert Kynoch recently told legislators that wait times at Broward driver’s license offices are now “20 minutes or less.”

The findings were discussed at a Transportation & Economic Development Budget Subcommittee meeting in Tallahassee.

“The vast majority of customers are being served in 20 minutes or less,” Kynoch said, adding that in the videos, photos and social media posts he sees, “it’s very positive of where we are today.”

He even cited a 98% customer approval rating.

But that optimism was met with disbelief in Tallahassee, where lawmakers said the numbers don’t match what they’re hearing from constituents.

Rep. Dan Daley, D-Coral Springs, said the agency has been “playing catch-up.”

“I’ve had seniors passing out in line to get a driver’s license,” Daley said. “It’s a basic function and the agency has not been able to do it.”

Lawmakers also raised concerns about the state’s appointment system, intended to keep people from waiting outside for hours, saying it remains unreliable.

“The portal is a disaster, by the way,” Daley said. “I’ve seen it firsthand. My own family cannot seem to get into the damn thing. So you serve 7,000 people a day, but how many people aren’t able to get access and have to go to an office?”

Committee Chairman Rep. Jason Shoaf, R-Port St. Joe, questioned the agency’s method for calculating its wait-time averages.

Kynoch confirmed that the clock starts only after a customer receives a number inside the building, not during the often-lengthy wait outside.

“I believe those stats are very misleading for the people who are standing outside and waiting,” Shoaf said. “It’s not counting at all until they get in.”

State wait time data, Broward and Miami-Dade counties:

Daley was even more blunt as frustrations mounted.

“You all have one job ― one job,” he said. “And your responsibilities have decreased. Yet we continue to have issues.”

The Pembroke Pines office is located at 8001 Pembroke Road. On Tuesday morning, the lines weren’t as long, but there was still a wait.

“It took me about 45 minutes to get where I am now.” said Jimmy DiBiassi.

DiBiassi was sitting outside.

“It’s an hour and a half, two hours.” said Huguette Rousseau, who was waiting in her car until she was called in.

State officials acknowledged a staffing shortage but said they have logged 30,000 hours of overtime, deployed mobile units and extended hours to help.

At the same time, Florida’s driver’s license system is undergoing a major transition from state to county-run.

Kynoch told lawmakers that Miami-Dade County has already taken over eight of nine state-run offices, with the final location scheduled to transfer next month. The county has opened two new facilities and plans to operate 14 in total.

Kynoch said Broward County is further behind. The state still runs all five existing offices. Broward will not take over those buildings; instead, it is starting from scratch and plans to open 10 county-run offices by June 2027. Until then, the state remains in control.

“As of today, we are doing as well in those counties as we have (at) any point in my 10-year career,” Kynoch said.

The DHSMV did get a one-time $3 million boost to address the long wait times.

Officials say they are able to serve everyone who shows up and no longer have to turn people away.

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