Full Report (PDF) - Office of the Legislative Auditor

More documents

Recommendations

Info

36 MOTOR VEmCLE DEPUTY REGISTRARSFigure 2.7: Business Hours by Size and Type ofDeputy RegistrarHours Per Week50.------------------------------------.I_ PrivatemmJ Public 145+------------------------------403530Small Med Small Med Large LargeSize of Deputy RegistrarSource: Office of the Legislative Auditor.Figure 2.8: Saturday Service by Size and Type ofDeputy RegistrarPercent Open SaturdayI_ Private Ii] Public 180+-----------------------------100~==========~----------------~60~----------------------------40~------------------20oSmall Med Small Med LargeSize of Deputy RegistrarSource: Office of the Legislative Auditor.Large
CUSTOMER SERVICE37process less than 6,000 transactions per year. At 40 hours per week, these deputieswould process less than 3 transactions per hour. This makes it difficult to justifystaying open 40 hours, much less, longer hours, unless the deputy registrar ispart of a business that nonnally has long hours. For example, one small deputythat is operated by store employees is open 6 days a week because the store isopen those days.Comparisons between public and private deputy registrars show that:On Saturdays,42 percent ofprivatedeputies areopen,compared with17 percent ofpublic deputies.• Private and public deputies are open for about the same number ofhours per week, though private deputies are more likely to be open onSaturdays.Private deputies are open an average of 43.6 hours per week, compared with 43:9hours for public deputies. On Saturdays, 42 percent of private deputies are open,but only 17 percent of public deputies are open. One reason that few public deputyregistrars are open on Saturdays is that they are often located in city hall or thecounty courthouse and can not be open unless the whole building is open. In addition,some public deputies said there is staff resistance to staying open on Saturdays.ERROR RATESAnother measure of customer service is how often a title is suspended because of'an error by the deputy registrar. When customers apply for a new title or a titletransfer, the deputy registrar is responsible for ensuring that there is proper documentationand that the application form is properly completed. The Department ofPublic Safety does not issue a title until it reviews the documents. If the departmentfinds an error, it suspends the title until it obtains proper documentation.The deparbnent also reviews registration renewals if the original registration billwas modified or lost.We collected data on errors made by each deputy registrar during 1992 from theDeparbnent of Public Safety. We used the data to compare error rates betweenlarge and small deputy registrars and between public and private deputy registrars.We did not measure how many errors were made by DPS nor how many errorswere not detected by DPS. But these data should be useful for comparative purposes.Overall, the Department of Public Safety reviewed about 1.46 million long applicationsand about I million registration renewals in 1992. DPS stafffound 24,606errors made by deputy registrars on these applications, an error rate of 1 percent.Since deputies are much more likely to make errors on long applications than tabrenewals, DPS calculates the errors as a percentage oflong applications. Table2.4 lists the frequency of different types of errors. The most common types includeerrors in tax or fee computation or incomplete exemption documentation(16.2 percent), inadequate lien information (14.8 percent), incomplete title appli-
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
Page 32 and 33: 10 MOTOR VEmCLE DEPUTY REGISTRARSen
Page 34 and 35: 12MOTOR VEmCLE DEPUTY REGISTRARSThu
Page 36 and 37: 14MOTOR VEmCLE DEPUTY REGISTRARScou
Page 38 and 39: 16 MOTOR VEmCLE DEPUTY REGISTRARSTa
Page 40 and 41: 18MOTOR VEmCLE DEPUTY REGISTRARSSta
Page 42 and 43: 20MOTOR VEmCLE DEPUTY REGISTRARSThe
Page 44 and 45: 22MOTOR VEmCLE DEPUTY REGISTRARSsch
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: CUSTOMER SERVICE 35Figure 2.6: Depu
Page 61: CUSTOMER SERVICE 39Table 2.5: Error
Page 64 and 65: 42MOTOR VEmCLE DEPUTY REGISTRARSDep
Page 66 and 67: 44 MOTOR VEmCLE DEPUTY REGISTRARSSo
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,
show all

Full Report (PDF) - Office of the Legislative Auditor

You also want an ePaper? Increase the reach of your titles

Delete template?

Save as template?