Full Report (PDF) - Office of the Legislative Auditor

Mr. Roger BrooksPage 2February 28, 1994Some of the recommendations to improve customer service we seeas having limited bene.fit. There are some technological innovations,e.g. kiosks, which are not yet sophisticated enough toserve our purposes. The monitoring of waiting time is impractical.Increasing the number of deputies may have adetrimental e.f.fect on customer service.The recommendation to issue tabs at emission test group siteshas merit. However, we suggest the formation of a study groupcomprised o.f the DPS, peA, Deputy Registrar Association, andothers to determine if and how that goal can be accomplished.In addition, the group may want to consider other sites wheretabs could be issued.We do not object to the recommendation that the Legislatureconsider repealing the authority to appoint corporations asdeputy registrars.Our Department is skeptical of the findings that indicate manypublic deputy registrars lost money. Although we do not havedata to support our contention, through contact with theseoffices we have observed that many o.f the clerks serve incapacities other than just as deputy registrars.Once again, thank you for the opportunity to provide thisresponse. Please contact me at 296-6642 or Katherine BurkeIl1oo1:'e at 296-9525 if you have any questions.Sincerely,Deputy Commissionercc: Katherine Burke MooreDirector, DVS66