Full Report (PDF) - Office of the Legislative Auditor

60MOTOR VEmCLE DEPUTY REGISTRARSregistration bill. Whether these are good ideas depends on how customers wouldrespond. DPS could test including return envelopes or inserts to see how manymore people renew by mail. In Chapter 3, we showed that processing renewals bymail is efficient (in fiscal year 1993, the cost was $1.32 per transaction). One disadvantageof mail renewals is that it takes longer to receive license plate tabs bymail than in person. In some areas, service might be faster if customers mailedtheir payments to the local deputy registrar. Furthennore, it could help deputiesbecome more efficient, since they could wolk on the mail renewals when they arenot busy with walk-in customers.As we discussed in Chapter 1, other states are using or testing a variety of approachesto improve customer service, including renewing registrations by telephoneand at kiosks and emission test stations. To renew registrations with eithertelephones or kiosks in Minnesota, the state would have to integrate emission testresults into the motor vehicle data base to verify that vehicles passed the emissionstest. It would also have to change its procedure for verifying that vehiclesare insured. Possibilities range from an ambitious integration of insurance companydata with motor vehicle data to a simple requirement that the customer enterthe policy number with a keypad.Renewingregistrations atemission teststations couldimprovecustomerservice but. requires carefulplanning.Renewing registrations at emission test stations would allow Twin Cities customerswho pass the test to obtain their license plate tabs in one trip instead of two. Ifthese two functions were successfully combined, it could greatly improve customerservice, as indicated by Oregon's experience. Implementing such a programcould have major effects on deputy registrars, particularly if it weresuccessful. There are several issues that need to be addressed before implementingthis approach, including who would provide the service, which services wouldbe provided, how waiting lines could be kept short, and what are the physical constraintsof current test sites. The experiences of Oregon and Arizona suggest thatcareful planning is necessary. In Minnesota, this would require the cooperation ofthe Pollution Control Agency and the Department of Public Safety. Finally, itshould be noted that the current contract between the Pollution Control Agencyand the private vendor who operates the test stations does not expire until 1998.CORPORATE SALESEver since the 1983 Legislature authorized deputy registrars to incorporate, the resultingsales of deputy registrars have been controversial. One problem with corporatesales is that there is no meaningful review of the qualifications of a newowner or manager of a corporate deputy. While DPS may terminate a deputy forcause, this option is not often used, and only after serious or long-standing problemshave developed. There is no limit on how long a corporations may last. Underthe current system, once a private deputy is appointed, the appointingauthority has no more say over who operates the deputy unless there are seriousviolations ofDPS standards.