Full Report (PDF) - Office of the Legislative Auditor

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viiiMOTOR VEmCLE DEPUTY REGISTRARSFigure 2.6Figure 2.7Figure 2.8Figure 3.lFigure 3.2Figure 3.3Figure 3.4Deputy Registrar Business HoursBusiness Hours by Size and Type of Deputy RegistrarSaturday Service by Size and Type of Deputy RegistrarCost per Transaction by Size of Public Deputy, 1992Transactions per Full-Ttme Employee by Size of PublicDeputy, 1992Salary and Benefits Per Full-TIme Employee by Size ofPublic Deputy, 1992Average Income of Private Deputies, 1992, Actual and withCurrent Fees35363645464751
Motor Vehicle Deputy RegistrarsEXECUTIVE SUMMARYMinnesota uses a state-regulated system of90 public and 78 private deputyregistrars to register and title motor vehicles and watercraft, renewdrivers' licenses, and register snowmobiles and all-terrain vehicles(ATVs). In an average year, deputy registrars process about 4.5 million motor vehicletransactions, 800,000 driver's license applications, and 260,000 watercraft,snowmobile, and ATV transactions. The Department of Public Safety (DPS) hasprimary responsibility for regulating the system. It can appoint and, for cause, discontinuea deputy registrar, and it sets criteria governing the establishment of newdeputy registrars. In fiscal year 1993, Minnesota's deputy registrars collectedabout $610 million in motor vehicle registration fees and excise taxes on behalf ofthe state. As a result, many of the Department of Public Safety's regulations concerningdeputy registrars are designed to protect the financial interest of the state.The Department of Natural Resources regulates the boat and snowmobile programs,but has no authority to appoint or discontinue a deputy registrar.There is a variety of viewpoints about how a deputy registrar system should be designed.Proponents of a public system contend that private deputy registrars earnl~e profits and that replacing them with public deputies would provide additionalrevenue that could finance other programs or reduce taxes. Proponents of aprivate system contend that private deputies are more efficient and provide bettercustomer service than public deputies.Some critics argue that there is a lack of competition in the system that discouragesimprovements in customer service and leads to excessive profits. The 1984law that authorizes the appointment of corporations as deputy registrars is controversialbecause it allows deputy registrars to be sold.Because of these concerns, the Legislative Audit Commission directed the ProgramEvaluation Division to study the deputy registrar system. In our study, weasked:• How does Minnesota's deputy registrar system work? How do otherstates provide motor vehicle and driver's license services?• How good is customer service? How long do customers wait beforebeing served? How accessible are deputy registrar offices? How doescustomer service vary by size and type of deputy registrar (public andprivate)?
Page 2 and 3: Program Evaluation DivisionThe Minn
Page 5: STATE OF MINNESOTAOFFICE OF THE LEG
Page 9: List of Tables and Figures~Table 1.
Page 13 and 14: EXECUTIVE SUMMARYMinnesota's Deputy
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CUSTOMER SERVICE 39Table 2.5: Error
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Discussion andRecommendationsCHAPTE
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DISCUSSION AND RECOMMENDATIONS 57Vm
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DISCUSSION AND RECOMMENDATIONS 59no
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DISCUSSION AND RECOMMENDATIONS 61An
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Dan JacobsonJanuary 5, 1994Page 2an
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Mr. Roger BrooksPage 2February 28,
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