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How to Improve the NC DMV…

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What are the tasks that are required by the DMV staff to perform?

How can each task be performed the most efficiently?

Is computerization possible?

Will computerization make performance more efficient?

If a task can be completed remotely

Which tasks cannot be performed remotely?

If a task can’t be performed remotely, how can it be performed most efficiently “in office?”

What are the most time consuming or labor intensive tasks?

Why are people standing in line?

Can certain tasks be performed, or partially performed by people, while they stand in line?

Can a person standing in line use a phone to perform processing tasks?

There’s an app for that! NC DMV APP…

If documents of proof are required, could someone check each person in line before they actually come through the office door? Would this speed up the process, once they get inside and start to be processed?

Should a special ID or account be necessary to perform tasks online? If so, can a nationwide account or ID be used, instead of having to create a State specific account? How do we know who we are dealing with?

How can tasks or partial tasks be delegated to be more efficient?

Can a task be performed by staff remotely? Working from home or otherwise?

Hours of Operation? Can hours of Operation extend beyond 9 -5?

Can tasks that can’t be completed remotely, or more efficiently remotely, still be performed remotely to speed up the tasks that must be performed “in office?”

Could a mobile unit provide services more efficiently? Like a mobile library, could NC DMV services be driven “to the customer?”

Could empty facilities be used as “temporary” NC DMV locations?

Could kiosks be used to facilitate tasks?

Can payments be made online or remotely?

How are other states performing their DMV tasks?

What is working elsewhere, and can it be performed the same for NC DMV, or modified to work better for NC DMV?

Look at other States’ DMV web sites to compare with NC DMV’s site.

Which state has the most efficient DMV? Indiana

  • Customer satisfaction:States with high customer satisfaction ratings regarding their DMV services are often considered more efficient. 
  • Streamlined processes:Efficient DMVs tend to have well-organized procedures and clear communication to minimize wait times. 
  • The top-rated DMVs offer an excellent digital experience.