The audit found that Division of Motor Vehicles’ (DMV) governance structure—as a division of the Department of Transportation (DOT)—limited its ability to deliver timely, efficient, and citizen-centered services to North Carolinians. Specifically, DMV:

  • Lacked strategic input in statewide decision-making.
  • Had no direct control over its budget or ability to advocate for needed resources.
  • Operated without sufficient performance data to guide decision-making.
  • Was excluded from key process modernization initiatives.

As a result, DMV has faced increasing customer dissatisfaction and deteriorating service quality, rising employee burnout and attrition, delayed or failed modernization efforts. Additionally, if DMV inefficiencies are not addressed the state faces increased risks to workforce participation, business operations, and overall economic productivity.

Details about each item are provided in the Findings and Recommendations section of the report.

Division/Office
All/Any Audit Types
Audit Reports
Performance Audits
Has Findings
High Profile
Document Entity Terms
General Government
First Published