JMP
174 Case Studies
Case Study: North Carolina Department of Transportation reduces DMV wait times with JMP
A JMP Case Study
JMP helps analysts improve customer service at DMV offices across the state
The North Carolina Department of Transportation, through its Division of Motor Vehicles, needed to reduce long wait times in driver license offices and improve customer satisfaction and staff morale. JMP helped the agency analyze customer and transaction data as part of its “Driving Change” initiative, using JMP alongside Lean Six Sigma practices to understand where delays were happening.
JMP supported the team in visualizing and interpreting data from thousands of customers across the state, helping identify peak wait periods and validate staffing and process changes. The result was a rollout of extended hours, online license renewal, office upgrades, and other efficiency improvements, with data indicating that average wait times were reduced and more than 600,000 people avoided lines by renewing online.
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