You've been asked to fix the DMV. 2-hour waits, paper forms, hostile staff. Write the 6-page memo on what you'd do.
The DMV cannot be fixed because it is not broken — it is working exactly as designed, and the problem isn't execution but the fundamental monopoly-without-accountability model that makes failure inevitable.
Let me be direct: you're asking the wrong question. The DMV isn't suffering from execution problems — it's suffering from a **design problem**. You cannot fix an organization that has never learned to care about its customers, because it ha...