IMPROVING THE METHOD FOR COMMUNICATING APPLICATION ERRORS TO TITLE AND REGISTRATION CUSTOMERS. VOLUME I - FINAL REPORT AND APPENDIXES A THROUGH H

This study evaluated how the Pennsylvania Department of Transportation's Bureau of Motor Vehicles might improve its responsiveness to its customers, and took several actions: (1) rewriting the Bureau's autocorrespondence messages, and providing guidance for future development of these messages; (2) rewriting a selection of the Bureau's Fact Sheets, and providing guidance for future development of Fact Sheets; (3) formalizing and revising an informal organization of messages for easier selection by DEX personnel; and (4) performing a study of a possible improvement to DEX data entry. In a second step, the researchers addressed the problem of transactions remaining open for a long period of time, and devised a procedure that could reduce this problem. In a final step, the researchers observed the Dealer Unit, identified some problems, and made recommendations about automated techniques to alleviate these problems.

• Supplemental Notes:
  • See also Volume II - Appendixes I through N.
• Corporate Authors:

  Applied Science Associates, Incorporated

  P.O. Box 1072
  Butler, PA  United States  16003-1072

  Pennsylvania Department of Transportation

  Office of Research and Special Studies, P.O. Box 2926
  Harrisburg, PA  United States  17120
• Authors:
  • Ditzian, J L
• Publication Date: 1990-11-12

Media Info

• Features: Appendices; Figures; Tables;
• Pagination: 171 p.

Subject/Index Terms

• TRT Terms: Administration; Automobile dealers; Communication; Customers; Errors; Licenses; Motor vehicles; Ownership; Registration; State departments of transportation
• Old TRIS Terms: Communicating; Motor vehicle bureau
• Subject Areas: Administration and Management; Highways; Safety and Human Factors; I10: Economics and Administration;

Filing Info

• Accession Number: 00602797
• Record Type: Publication
• Report/Paper Numbers: PA-007489-10
• Contract Numbers: 24-1-5044
• Files: TRIS, STATEDOT
• Created Date: Dec 31 1990 12:00AM