Volume I - The purpose of this study was to gather data related to reasons for incomplete transactions that occur at LPA offices in order to provide recommendations to mitigate them. The research problem being investigated is to determine reasons for incomplete transactions. In order to assess incomplete transactions that occur at LPAs, the research team completed semi-structured interviews with LPA managers at the 14 selected LPAs. Additionally, site visits were completed for the 9 LPAs that had the highest and lowest ranking for incomplete transactions; during the site visits, LPA employees tallied the types and reasons for incomplete transactions, and LPA customers were surveyed by members of the research team as they exited the LPA. The primary findings of the study indicate that the main contributors to incomplete transactions include: (1) credit card system malfunctioning, (2) long wait times for the Help Desk, (3) inconsistent information provided between the Help Desk and the customer service phone line, (4) improperly notarized documents that do not meet DOT-specific requirements, (5) lack of user friendliness of the NCDMV website, (6) peak customer rush at deadlines for vehicle registration renewals, and (7) issues related to STARS.. Recommendations based on these findings are also discussed in the report.
Volume II covers the scope of the North Carolina A&T State University Team regarding assessment of the various websites that consumers use to find information about handling their transactions at License Plate Agencies in North Carolina, and it identifies from the customers’ perspective, the best methods of delivering the information to them, and uncovers the satisfaction levels reported at the LPAs. The report has two main sections 1) Website Usability Study, and 2) Online Customer Survey. The results of the usability study indicate there is a need to improve the way customers identify what is required to complete their LPA transactions. As shown in the results, very few of the participants in the study were able to correctly identify all of the information/documents needed to complete the specific LPA tasks assigned
