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Improving Customer Service Through Title Imaging

Summary

Publications & Results

Prototype

Press Releases & News Stories

Partners

Funding Sources

Scope of Work

Contact Information

Summary
Government is an information-intensive enterprise with a legal obligation to create and maintain huge volumes of public records. Motor vehicle records are a case in point. Paperwork problems exist in part because these records are caught up in processes that are often antiquated, slow, error prone, and expensive.

Document imaging and work flow management systems merge several technologies to convert paper documents to electronic images. They offer both operational and financial benefits. Document imaging systems, however, are expensive to implement, and they nearly always require extensive analysis, business process reengineering, and organizational change.

This first project of the Center for Technology in Government demonstrated document imaging and work flow solutions in a particular government application, the vehicle title operation at the New York State Department of Motor Vehicles. The project was completed in 1993 and produced a prototype application of a portion of the title issuance operation at DMV. The project answered many technical, managerial, and organizational questions. The project also involved demonstrations and presentations to more than thirty-five other government agencies and generated important lessons about imaging and work flow.

Publications & Results
Reports and Working Papers (1)
Reports Cover
Title Imaging Project with NYS Department of Motor Vehicles
Tue, 01 Nov 1994 >Download PDF
Paperwork. Few words evoke such a negative picture of government operations. This report presents the results of a prototyping project that demonstrated document imaging and work flow solutions in the vehicle title operation at the New York State Department of Motor Vehicles (DMV).

Lessons Learned

The following broader lessons of the project are of value to any government agency considering workflow and imaging technologies:

Prototype
The title imaging prototype is no longer operational, but descriptions of the design and requirements are included in the project report, Title Imaging Project with NYS Department of Motor Vehicles.

Press Releases & News Stories
Press Releases

A Model for Simplifying and Improving Government Services
Tue, 06 Jan 1995


Partners
Government Partners

Corporate Partners

Center for Technology in Government


Funding Sources
This project was supported entirely by the in-kind contribution of professional services, hardware, software, and communications provided by the NYS Department of Motor Vehicles; University at Albany faculty, staff, and students; and five corporate partners, led by AT&T Global Information Solutions.

Original 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.

Contact Information
Center for Technology in Government
University at Albany, SUNY
187 Wolf Road, Suite 301
Albany, NY 12205
(518) 442-3892 (phone)
(518) 442-3886 (fax)