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Scope of Work
Vehicle titles are issued in New York State under provisions of the Uniform Vehicle Certificate of Title Act. At the time of the project, the process for issuing titles was largely paper-bound. Between 1970 and 1990, the number of titles issued annually by the New York State Department of Motor Vehicles (DMV) had increased more than 400%, from 660,000 to over 3.7 million. Along with other factors, this growth in volume led to waiting times of up to 120 days to process a title application. The resulting inconvenience to customers received executive and legislative attention. A 1990 DMV study to resolve these problems recommended that the agency explore a computerized image transaction processing system to improve service.

The objectives of this project were therefore to:
  1. Create a prototype imaging application for a portion of title operations at DMV. The portion selected was the processing of requests to issue a duplicate title.
  2. Evaluate how images may be indexed, audited, and tracked within large agency operations, and how new technologies may work with existing systems.
  3. Evaluate how imaging, automated work flow management, networking, and other information management technologies may improve quality or lower the cost of government services that rely on documents.
  4. Develop cost benefit bases for making decisions about technology alternatives and configurations for various kinds of agency applications.
  5. Evaluate the robustness of imaging and work flow technology in different settings, and identify important characteristics, both functional and physical, that are critical for agency environments.
  6. Provide accurate information to other agencies about these technologies, and educate decision makers about their possibilities and limitations.

To accomplish these objectives, the project team installed a basic imaging system at the Center for Technology in Government and developed a prototype application supporting the processing of requests for duplicate titles at DMV. The prototype allowed the team to investigate work flow software and its ability to facilitate business process reengineering, to demonstrate an interactive connection between this new application and the DMV mainframe, and to investigate ancillary technologies such as optical character recognition (OCR) and rapid prototyping tools.