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38 MOTOR VEmCLE DEPUTY REGISTRARSTable 2.4: Deputy Registrar Errors on LongApplications, Type and Frequency, 1992CategoryOdometerLien InformationIncompleteTax-FreeIncomplete TitleApplicationBill of SaleIncompleteSupportingDocumentsMiscellaneousPercent ofDescriptionAll EmusOmissions and alterations in the odometer state- 13.5%ment, including missing readings, alterations,and lower readings than recorded on former title.Failure to follow correct procedures in the re- 14.4lease of lien or repossession when lien not perfected.Errors in calculation and required information 16.3for excise tax, registration tax, base values andother taxes, including any exemption information.Omissions, errors, and alterations on the title ap- 14.4plication, including name, date of birth anddriver license number, and information aboutbase value, insurance policy, motorcycle enginenumber, trade-in, and signatures and dates ..MiSSing, inaccurate, or altered bills of sale, in- 12.6cluding date, signature, joint owners, disclosure,and duplicate title information.Missing or incomplete documents, including 4.4court pap~rs, corrected title applications, receipts,photos, proof of death, proof of ownership,and proof of name change.Includes specific categories for verification, issu- 24.3ance of wrong plate or sticker, failure to issuenew plate when required, and salvage renewal.Also includes other miscellaneous situations,usually accompanied by an explanation of thespecific problem.Note: Percentages may not total 100 due to rounding.Source: Department of Public Safety.cation (14.4 percent), and odometer readings that were missing, altered, or lowerthan previous readings (l3.5 percent). Error rate comparisons in Table 2.5 showthat:• Large deputies have lower average error rates (1.5 percent) than smalldeputies (2.5 percent).• Public deputies have lower average error rates (1.6 percent) thanprivate deputies (1.8 percent).
CUSTOMER SERVICE 39Table 2.5: Error Rates by Size and Type of DeputyRegistrar, 1992AnnualNumber ofSize Categorl Transactions Private Public TotalSmall 60,000 1.4 1.5 1.5Total 1.8 1.6 1.7Source: Office of the Legislative Auditor analysis of Department of Public Safety data.SUMMARYOverall, we found that most customers receive good service from deputy registrars.Almost all residents live within 15 miles of a deputy registrar- and most peoplewait less than 5 minutes before being served. We did not find large differencesbetween public and private deputies. Private deputies have slightly better hours,and public deputies have slightly lower error rates. There are significant differencesbetween large and small deputies. Large deputies have longer customerwaiting times, though they offer better hours and have smaller error rates.
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Program Evaluation DivisionThe Minn
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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
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Page 21: EXECUTIVE SUMMARYxixThe existence o
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Page 47 and 48: Customer ServiceCHAPTER 2This chapt
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Page 51 and 52: CUSTOMER SERVICE29Figure 2.3: Locat
Page 53 and 54: CUSTOMER SERVICE 31Table 2.1: Acces
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Page 57 and 58: CUSTOMER SERVICE 35Figure 2.6: Depu
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Page 77 and 78: Discussion andRecommendationsCHAPTE
Page 79 and 80: DISCUSSION AND RECOMMENDATIONS 57Vm
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Page 86 and 87: Dan JacobsonJanuary 5, 1994Page 2an
Page 88 and 89: Mr. Roger BrooksPage 2February 28,
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