Digest Of A Performance Audit Of The Division Of Motor Vehicles Instructions (Page 2 of 2) in pdf

Digest Of A Performance Audit Of The Division Of Motor Vehicles Instructions Page 2

Recommendations

1. We recommend that if the Legislature chooses to allocate DMV

costs to user agencies that they select a process-based cost

identification system to better reflect the actual cost of fee

collections.

2. We recommend that if the Legislature chooses a process-based cost

allocation that direct motor vehicle costs contained within other

Tax Commission divisions be included in the cost allocation.

3. We recommend that the Tax Commission identify direct motor

vehicle costs contained within other Tax Commission divisions.

The DMV Has Made Significant Improvements

to Operations and Customer Service

As a result of legislative changes and improved processes, Utah’s

state/county motor vehicle registration system processes more transactions

while using fewer staff than at any other time over the past ten years.

Further, customer counter times for renewals is 40 percent faster now

with the new Motor Vehicle Administration (MVA) system in place.

Along with this improvement, customer line wait times have also declined

an average of 17 percent. In fact, one Salt Lake office reduced its line wait

time from 44 minutes in 2001 to 24 minutes in 2003, a 20 minute

reduction.

Recommendation

1. The DMV should continue to explore and implement customer

service improvements to alleviate periods of in-office, high

customer volume.

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A Performance Audit of the Division of Motor Vehicles

Digest Of A Performance Audit Of The Division Of Motor Vehicles Instructions Page 2