Governing for Results 13 - Washington State Digital Archives

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Department of Licensing Financial Responsibility Hearings The team's mission was to examine the necessity of Attorney General (AG) involvement in the Financial Responsibility (FR) hearing process. During fiscal year 2000, the unit conducted 98 FR hearings. This was down from 168, the number conducted during fiscal year 1999. Each hearing required the presence of an Assistant Attorney General to present the state's case. AG involvement averages a cost of about $250 per FR hearing. An examination of the process revealed that FR hearings could be presided over by a Department of Licensing (DOL) hearing officer without the assistance of the AG. This was accomplished by having a Hearings Unit manager review the file, and prepare the evidentiary exhibits necessary for the hearing. During fiscal year 2000, when the process was fully implemented, it resulted in savings of about $25,000 in AG expenditures. Results ★ Reduced the cost of the Attorney General’s involvement by $250 per hearing, or approximately $25,000 in fiscal year 2000. ★ Redesigned the Financial Responsibility hearing process. ★ Savings were redirected to the Business & Professions Division’s AG needs. Team Name: FR Hearings Team Team Members: Jeff Burkhardt (Team Lead), Alan Verme, Glenn MacDonald, Terry Hawes, Hawes Landis, Debbie Sloan, Nancy Wicker; AAG: Kelley Sweeney CONTACT: Jeff Burkhardt, (360) 902-3849 51
Department of Licensing Fleet Billing Process Improvement Once a year, Department of Licensing’s (DOL’s) Vehicle Licensing unit sends out billings to over 700 fleet customers, notifying them of their renewal obligations. In the past, this billing report was printed in triplicate on 12”x15” greenbar paper. One copy was kept on file, the other two copies were sent to the customer – one for their files and the other to return with their payment and amendments. The two sets of reports had to be sorted, folded and inserted by hand into 9”x12” envelopes. This took 16 staff members some 7 hours each (total of 115 hours), and cost over $1200 in postage alone. With the changes made, the reports are printed on plain 8-1/2”x11” paper, only one copy is mailed to the customer (they copy their report for their files) who indicates amendments on that copy and returns it with their payment. The customer copy is now pre-folded – saving labor on envelope insertion. Staff time saved is 86 hours and postage has been reduced to $456, saving $776. A DOL vehicle fleet website was developed to provide fleet customers answers to their most commonly asked questions – decreasing calls to DOL offices and increasing customer service. Results ★ Reduction in staff time completing the billing from 115 hours to 29 hours. ★ Reduced cost of postage from $1232 to $456. ★ Improved customer service and reduced phone calls to DOL offices. ★ We can now fax copies of customer billings for those who need an immediate copy – which was not possible using the computer printout paper. Team Name: Fleet Billing Process Improvement Team Team Members: Cheryl Ross, Bob Turcotte, Rick Breidenbach, Rob Cook, Denise Carr, Christina Blue CONTACT: Cheryl Ross, (360) 902-3789 52
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Dear Fellow Citizens: I am pleased
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The following teams were selected a
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TABLE OF CONTENTS MULTIPLE AGENCY P
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SINGLE AGENCY PROJECTS Board of Acc
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Department of Social and Health Ser
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Page 38 and 39: Board of Accountancy National Award
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Page 102 and 103: Health Care Authority Getting Basic
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Office of Trade and Economic Develo
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Parks & Recreation Commission E-Sch
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State Library Consumer Information
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Washington School for the Deaf Impr
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Washington State Lottery Inventory
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Washington State Patrol Pilots Take
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Governing for Results 13 - Washington State Digital Archives

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