Customer Story The North Carolina Department of T ransportation (NCDOT) routinely analyzes road condition and traffic data to ensure the safety of the travel - ing public. As one of NCDOT’s largest divisions – and one of its highest revenue generators vis-à-vis driver and vehicle fees – the Division of Motor Vehicles (DMV) realized that analyzing customer data, specifically overall wait time at DMV driver license offices, was a critical element in understanding the current DMV customer experience. The collection and analysis of data across high-volume driver license offices yielded the first baseline data set for the state. T o improve customer service, DMV launched the “Driving Change” initiative to reduce wait times and improve customer experiences at DMV offices. Reducing wa

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