$1.2M Contract Focuses on Customer Experience, Again
The North Carolina DMV is paying Boston Consulting Group $1.2 million to investigate why people still spend hours waiting for a license renewal. This isn’t the first time they’ve asked BCG for help. In 2019, the same firm walked away with nearly $3 million for similar work.
This new contract, signed in April, directs BCG to study “priority services” and how customers interact with them—from booking an appointment to transferring an out-of-state license. They’ll also be surveying employees to assess morale and workflow.
What residents want, of course, is shorter lines and less frustration. Whether this latest roadmap leads to anything tangible is a separate matter. Previous recommendations led to minor relief, but in fast-growing counties, the DMV experience remains a half-day commitment.
Commissioner on His Way Out
Wayne Goodwin, the DMV Commissioner since 2022, announced he’ll step down once a replacement is found. While he’s praised efforts to modernize services, critics point to persistent staffing shortages and slow adaptation.
Meanwhile, State Auditor Dave Boliek is conducting a full audit. Lawmakers are also exploring whether parts of the DMV could be privatized.
A History of Studies, Few Fixes
It’s a familiar pattern: long lines spark public frustration, politicians demand change, consultants are hired, and nothing moves quickly—except the budget line item.
If you’d like to read the full BCG contract, it’s public here. Results are due by July. Until then, pack a snack and bring a book. Or three.
About the Author
Nell Thomas writes for Strolling Ballantyne and The Charlotte Mercury. You can find her work at cltmercury.com and strollingballantyne.com, covering everything from statewide policy to backyard barbecues.
When not wrangling copy, Nell sips coffee at Einstein Bros. Bagels in Ballantyne, located at 13736 Conlan Cir. The turkey sausage and egg white sandwich is her secret weapon, paired with a hazelnut coffee strong enough to power a legislative session.
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