Improving the Method for Communicating Application Errors to Title andRegistration Customers. Volume 1. Final Report Including Appendixes A through H. Volume 2. Appendixes I through N

摘要

In 1986 the Pennsylvania Department of Transportation (PennDOT), Bureau of MotorVehicles, adopted a computer-based system of entering and tracking data related to motor vehicle title and registrations. The project began with the idea that there might be some things to do about the number of second resubmissions to the Bureau. The study evaluated how the Bureau might improve its responsiveness to its customers, and took several actions: rewriting the Bureau's autocorrespondence messages, and providing guidance for future development of these messages; rewriting a selection of the Bureau's Fact Sheets, and providing guidance for future development of Fact Sheets; formalizing and revising an informal organization of messages for easier selection by DEX personnel; and 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.