United States Department of Transportation
i
A study of the usage of LPAs by the North Carolina Division of Motor Vehicles : interim report - phase I.
-
2014-02-27
-
[PDF-15.25 MB]
Details:
-
Creators:
-
Corporate Creators:
-
Corporate Contributors:
-
Subject/TRT Terms:
-
Publication/ Report Number:
-
Resource Type:
-
Geographical Coverage:
-
Abstract:This interim report was prepared to assist NCDMV in meeting the requirements of S.B. 402, Sec. 34.17, which mandates that NCDOT in collaboration with NCDMV “shall evaluate current contractual models and compensation” for license plate agency (LPA) contractors. An extensive data and information collection effort was undertaken to provide content for the report. Findings from numerous interviews conducted with NCDMV staff and LPA managers, combined with research and analysis of various existing reports, establish the basis of Phase I of this study. A summary of the report’s recommendations are: 1. NCDMV should enact and enforce a new standard contract for all LPA offices, replacing the two existing and different contract types. The new standard contract should be term-limited, performance-based, and assess performance utilizing a well-developed criteria so as to result in improved and continuing excellent customer service. 2. NCDMV’s performance standard for transaction errors should be changed so that all LPA offices are informed in advance of the error threshold against which they will be benchmarked. This error threshold should be stable for a reasonable period of time to allow LPA offices to make necessary adjustments. 3. Continuous, proactive, and routinely updated training of LPA employees by NCDMV should be a high priority action item in the future. Such training may consist of a combination of classroom and online training activities. 4. NCDMV should substantially enhance the usage of current and modern technology in delivering services to the citizens of the state. This includes upgrading the STARS system, complete operationalization of credit/debit card transactions; and facilitating growth in online transactions by citizens. Co-location of Driver License offices and LPAs also should be investigated as a means to provide a “one stop shop” for citizens. 5. At present, sufficient data regarding service times and operational costs of LPAs do not exist that allow a credible judgment on the appropriateness of current LPA compensation rates. Collection and analysis of this data will be a significant focus in Phase II of this study.
-
Format:
-
Collection(s):
-
Main Document Checksum:
-
Download URL:
-
File Type:
