1. Online and Mail Registration In improving the performance of the organization in the long-term, the DMV must offer online and mail-in registration services to its customers, thus, it’s the first recommendation of this report (refer to Appendix C [Table 1] for in-depth cost-benefit analysis). The alternative services achieve the two SMART goals of the organization because it reduces the volume of the in-person renewals [remote registration capabilities], streamlines the process, and reduces the wait-time because customers can complete the registration process before visiting the service center. The implementation of this strategy is a high cost to the organization, but it’s also a great benefit. The costs of this strategy remain …show more content…
Outsourcing Vehicle Inspections Similar to the previous recommendation, the strategy of outsourcing vehicle inspections reduces the volume of in-person renewals as well as streamlines the registration process (refer to Appendix C [Table 2] for a cost-benefit analysis). Also, outsourcing offers customers the convenience of extended hours and more locations to get their vehicles inspected. In the case of the DMV, it improves performance because it reduces the cost of operating field offices and the agency receives assistance in meeting the demands of the 4 million patrons with up-to-date equipment. However, it’s imperative to mention that contracting out services results in a loss of control for the organization, such as training of associates or providing quality inspection service. In spite of that, the DMV can carefully negotiate contracts to include performance evaluations and audits on the vendors to ensure that customers receive great service based on state inspection standards. Overall, the Dept. of Motor Vehicles can meet its two SMART goals and improve its performance by implementing this strategy—it’s a low cost and a high …show more content…
of Motor Vehicles is in need of improving its performance to address the complaints of many drivers. The main problem of the organization is that the registration process is too slow. Therefore, the state agency must consider these three ranked recommendations—online and mail options, outsourcing the vehicle inspection division, and creating a one-stop processing center—as strategies to ratify the situation. As a result, in two years, the DMV will reduce their in-person renewal by 33 percent as well as streamline the registration process and reduce the average wait-time of patrons to 15 minutes. In essence, the DMV will improve their customer satisfaction in achieving the SMART goals and become an efficient organization (Miller,