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14MOTOR VEmCLE DEPUTY REGISTRARScounties controlled the process (such as Florida or Texas) or when private agentsset their own fees (such as Pennsylvania, California, and Maryland).Registration and Renewal SystemsTo provide motor vehicle and driver's license services, Mimiesota uses a centralstate office and a system of county, municipal, and private agents. We asked officialsin all states to describe their system for titling and registering motor vehiclesand renewing drivers' licenses. We found that:• States have developed a wide variety of systems to process motorvehicle transactions and driver's license renewals.With the exception of Hawaii, all states have a central office that regulates motorvehicle registration and titles. In some states, the same state agency regulates drivers'licenses; in other states, a different state agency is responsible.Twenty-ninestates useprivate agentsto providesome motorvehicle or. driver's licenseservices.As shown in Table 1.2, nine states use state employees exclusively to process motorvehicle transactions. Another 17 states use a combination of state employeesand private agents. 12 Twenty-five states delegate much of the motor vehicle functionto local government, usually counties.13 Twelve of these states, includingMinnesota, also use private agents in some capacity.Altogether, we identified 29 states that use private agents to provide motor vehicleor driver's license services. The specific services performed by private agents,however, varies widely among states, and in several cases these services are providedon a limited basis. Private agents in nine states process motor vehicle titlesand license plate tabs, and renew drivers' licenses. 14 Agents in 13 states processtwo of these services, usually titles and tabs. I5 Agents in seven other states have asingle function: four do only titles, two do only tabs, and one does only driver's licenserenewal. For example, North Dakota has a single state office and 13 fullserviceprivate agents. Illinois has 102 full-service state offices and over 2,000private agents that process registration renewals. Figure 1.7 shows states usingprivate agents for none, one, or two or more of these functions.In many states, including Minnesota, deputy registrars vary widely in size, andsmall deputies must often be part of another business to survive financially. States12 Several states told us that automobile dealers, leasing companies, and car rental agencies perfonnedsome motor vehicle functions. Most often, automobile dealers completed part of the title paperworkfor new cars or a transfer on a used car. We did not collect infonnation on the number ofstates in which dealers perfonn these functions.13 Four of these states use multiple state and local govennnent offices to register and title motor vehicles.Nevada and New Yorlc operate state and COWlty offices; New Hampshire uses state and municipalityoffices. In Maryland, state offices, COWlty treasurers, and private agents provide motor vehicleservices.14 Connecticut has two types of private agents. Leasing companies process vehicle titles and tabsfor their own fleet; AAA processes driver's license renewals.15 In eleven of these states, private agents process titles and tabs. In Ohio, private agents processmotor vehicle registration renewals and driver licenses. In Connecticut, private agents process titlesand driver's license renewals.
BACKGROUND15Table 1.2: Responsible Governmental Entity, Number of Public andPrivate Agents, and Type of Transactions Processed by Private Agentsfor Fifty States and the District of Columbia, 1993Number & Type of AgentsstateNumber of Agentsor Branch other~ Public Offices PrivatePrivate Agents processTrtlesTabsDriver'sLicenseRenewal........... ~.Q.IJD!l~.~ ............................... J:I. ....... 9.~L!t~~.!~.~ .........._.Q~.Lg~.~!~.!~L......................._..............................._................... y.~.~ ............... 9.Qyn~~§ ............................._.. ~~ ............. ~._ ......_.........._.........._y~§.............................. y.~~ ................... y.~.~ ...............Arizona Yes Branches in 81 Car dealers Car dealers••••••••••••••••••••• c ••••__•••••••••••••••••_ ••••••••••_1..~9.Ynty...................................._....................._..........._..__.... ~.Q ..P.~.P..~!WQ.r:!s..................................................................~.r:!s~[I.~~.~ .................. y~§ ......_....._N..Q...........................................:t§Q................_..........................._..._._............................_............................_.......................California Yes No 172 Car rental, AAA, Car rental, AAA, AAA,Registration Registration Registration........................................................................................................._................. ~~.rylg~.l(:1 ................§.~!Yig~...._................. ~~.rylg~ ..........................................g.Q!Qrn~.Q ................... ~Q ................ ~g.IJ[I!i~.~ .............................. 1QI. ....._..................._..._.........................................................................................................Connecticut Yes No 11 Leasing com- Leasing AAA....................................._..............................................._....................................P.~.!}l~§J..8M1§1..... g.QIT!p..~m.i~!? ........................................................................ Q.~!.?w~r.~ .................. y~§ ............... N..Q ................................................ 1 ............................................._............................................................................................p.i~t: .. 9.t9..Q!y.rr.l.t?i~ ... y~§ ............... N.g ................................................ ~ ..................._......................................................................................................................F..lQ.r}9.? ....................... N..Q ................. Q9.ynti~§ ........_....................... ~Z ........ ~Q ...._......................._.y.~~...............................Y~;L...............................................G.~gf.9i~ ........_........... ~Q ................ ~.Q.lJ[I!i~.~ ..............._..............:t§~..._............................_.................................._....................................................................Hawaii No Counties 13 Registration Yes Yes............................................................................................................................ ~~.IJ!'i.g~~ ........................._........................................................................................!.9~.b.Q.......................... ~Q ................ g.Q!J!}!i~.~ ..................._...........§Q............................._............_...._........................................................................................Illinois Yes No 102 Licensed remit- Licensed Yesters 1006; remittersFinancial institu-........................................................................................._.........._..........._...... JlQJ}§ .. ~~1§ ..._..............._......................................................._............................._!n9.i~n~....................... y~~L ............. N..Q ...._..................................... 1~ ........ 1 ..!?~D.~§................_.... y~§ .............................. y.~.~ ......................... y~§ ....._..........!.QW.?............................ ~Q ................ gg!J[I!i~.~ ..............................:tQ~._...................................._................................_................................................................!S~n§.~§...................... N.g ..._...._...... QQynti~§ ............................... 1:!§._ ............................................_.._....._................................................._................_.._......K.~D!Y.9.!sY ................... ~9 ................. ~.Q.lJ[I!i~.~ ..............................1~Q............_.........................._..........._....................................................................................Louisiana Yes No 83 Title service Yescompany,............................................................................................................................ Q~.LQ~.?!~~ ............._........_...................................................................................Maine Yes Some 444............................................................ fQ!:I.nl9.ip..~!itl~§ ......._.....__..............._._................................_.............................................................................._...............M.~.J:Y.!~.!}.9 .................. y.~.~ ...............§.Q.m.~.QQ.lJ!}!i~!?.................... ~~ ....... P.9. ................................ y.~~ ............................... y~.§ ............................ ~ ....................M.~!?~~.9.b.y§.~tl~ ...... y.~.~ ............... ~Q ......._................................_.. ~.~ ......................................................._......................................................................_..........Michigan Yes A few police 185; Some Fleets, Fleets, Fleets,stations sheriffs do Car rental Car rental Car rental................._....................................................._................... P.t.,J~.I}~w.~.L ..............................._............._........................................................................................MINNESOTA No Some 91 78 Yes Yes Yes,countiesSelected............................................................ ~.I}Q.Ql!i~§ ...................................................................._................................................................................l!g~.I}~..........Mississippi No Counties 92 Application Applicationform at car form at cardealers, dealers,......................................................................................................................_.. Ji[l.?D.9.i~.L .................. ft.I}~.I}f:.l?L ...........................................................................Missouri Yes 3 in city 14 165 Yes Yes Yes~J.~!?~m~ ................... ~Q ..._~!~.~!s~ .........._
Page 2 and 3: Program Evaluation DivisionThe Minn
Page 5: STATE OF MINNESOTAOFFICE OF THE LEG
Page 9 and 10: List of Tables and Figures~Table 1.
Page 11 and 12: Motor Vehicle Deputy RegistrarsEXEC
Page 13 and 14: EXECUTIVE SUMMARYMinnesota's Deputy
Page 15 and 16: EXECUTIVE SUMMARYxiiiAverage Custom
Page 17 and 18: EXECUTIVE SUMMARYxvCost Per Transac
Page 19 and 20: EXECUTIVE SUMMARYxvii• At deputy
Page 21: EXECUTIVE SUMMARYxixThe existence o
Page 24 and 25: 2 MOTOR VEmCLE DEPUTY REGISTRARSTo
Page 26 and 27: 4 MOTOR VEmCLE DEPUTY REGISTRARSFig
Page 28 and 29: 6MOTOR VEmCLE DEPUTY REGISTRARSThe
Page 30 and 31: 8MOTOR VEmCLE DEPUTY REGISTRARSoffi
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Page 47 and 48: Customer ServiceCHAPTER 2This chapt
Page 49 and 50: CUSTOMER SERVICE27sota., there are
Page 51 and 52: CUSTOMER SERVICE29Figure 2.3: Locat
Page 53 and 54: CUSTOMER SERVICE 31Table 2.1: Acces
Page 55 and 56: CUSTOMER SERVICE 33Table 2.2: Custo
Page 57 and 58: CUSTOMER SERVICE 35Figure 2.6: Depu
Page 59 and 60: CUSTOMER SERVICE37process less than
Page 61: CUSTOMER SERVICE 39Table 2.5: Error
Page 64 and 65: 42MOTOR VEmCLE DEPUTY REGISTRARSDep
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Page 68 and 69: 46MOTOR VEmCLE DEPUTY REGISTRARSin
Page 70 and 71: 48MOTOR VEmCLE DEPUTY REGISTRARSHen
Page 72 and 73: 50 MOTOR VEmCLE DEPUTY REGISTRARSTh
Page 74 and 75: 52MOTOR VEmCLE DEPUTY REGISTRARScou
Page 77 and 78: Discussion andRecommendationsCHAPTE
Page 79 and 80: DISCUSSION AND RECOMMENDATIONS 57Vm
Page 81 and 82: DISCUSSION AND RECOMMENDATIONS 59no
Page 83: DISCUSSION AND RECOMMENDATIONS 61An
Page 86 and 87:
Dan JacobsonJanuary 5, 1994Page 2an
Page 88 and 89:
Mr. Roger BrooksPage 2February 28,
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