Contract Agent Vehicle Registration and Titling Services Are Cost Efficient, but Contracts Need Performance Terms
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1 Contract Agent Vehicle Registration and Titling Services Are Cost Efficient, but Contracts Need Performance Terms A presentation to the Joint Legislative Program Evaluation Oversight Committee April 25, 2012 Kiernan McGorty, Senior Evaluator Program Evaluation Division North Carolina General Assembly 2
2 Handouts The Full Report Today s Slides Two-sided Handout Program Evaluation Division North Carolina General Assembly 3
3 Evaluation Team Kiernan McGorty, Evaluation Lead Sean Hamel, Senior Evaluator Carol H. Ripple, Principal Evaluator Pamela Taylor, Statistician Program Evaluation Division North Carolina General Assembly 4
4 Session Law Directed the Program Evaluation Division to determine the cost-effectiveness of using license plate agencies (LPA) contractors evaluate DMV s oversight of contractors Prohibited DMV from cancelling any contracts until this study s recommendations are acted upon by this committee Report pp. 2, 6 Program Evaluation Division North Carolina General Assembly 5
5 Overview of Findings Contracting with LPAs is a cost-efficient way for the State to provide services Lack of coordination and poor communication hinder DMV s oversight of LPAs Lack of a standardized, performancebased contract for all LPAs limits accountability and oversight Program Evaluation Division North Carolina General Assembly 6
6 Overview of Recommendations Direct DMV to implement a standardized, performance-based contract for LPAs improve oversight and communications in the LPA program outsource the registration and titling services provided by the two state offices Program Evaluation Division North Carolina General Assembly 7
7 Background Program Evaluation Division North Carolina General Assembly 8
8 Contractors In 1961, General Assembly mandated registration and titling services be provided by Private LPA contractors Local public entity LPA contractors Two state DMV offices 18 states, including NC, use contractors In NC, contractors provide 68% of registration and titling services Report p. 2 Program Evaluation Division North Carolina General Assembly 9
9 Customer Fees and LPA Compensation Report p. 5 Program Evaluation Division North Carolina General Assembly 10
10 State Costs for LPA Program in 2011 State offices $1,842,646 Indirect costs include oversight, technical support, and equipment Indirect cost $5,287,853 Compensation to contractors $15,211,600 Total cost = $22.3 million Report p. 6 Program Evaluation Division North Carolina General Assembly 15
11 Findings Program Evaluation Division North Carolina General Assembly 16
12 Finding 1. Contracting with LPAs is a cost-efficient way for the State to provide registration and titling services Program Evaluation Division North Carolina General Assembly 17
13 Average State Cost Per Transaction Entity Total State Cost Total Transactions Cost per Transaction Private LPA contractors (n = 109) Public LPA contractors (n = 17) State offices (n = 2) $19,053,349 8,976,123 $2.12 $1,188, ,064 $2.07 $2,099, ,595 $6.13 Report p. 7 Program Evaluation Division North Carolina General Assembly 18
14 Staff Size and Salaries Drive Staff per 10,000 transactions Higher Costs of State Offices Private LPA contractors Public LPA contractors State offices Report p. 9 Program Evaluation Division North Carolina General Assembly 19
15 Savings from Outsourcing State Office Services State offices provide more than registration and titling services But contractors perform those services more cost-efficiently than state offices State could save $1.3 million from outsourcing registration and titling services currently provided by state offices Report pp Program Evaluation Division North Carolina General Assembly 20
16 Finding 2. Lack of coordination and poor communication hinder DMV s oversight of LPAs Program Evaluation Division North Carolina General Assembly 21
17 Lack of Programmatic Focus No program model to guide program improvements No program performance measures Program Evaluation Division created a logic model for the LPA program Report p. 12 Program Evaluation Division North Carolina General Assembly 22
18 LPA Program Logic Model Report p. 13 Program Evaluation Division North Carolina General Assembly 23
19 Lack of Coordination and Poor Communication Oversight mechanisms are not well coordinated Friction and communication problems between DMV and LPAs A LPA working group and secure LPA website could improve communications Report p. 15 Program Evaluation Division North Carolina General Assembly 25
20 Finding 3. Lack of a standardized, performancebased contract for all LPAs limits accountability and oversight Program Evaluation Division North Carolina General Assembly 26
21 Two Different Contracts for LPAs Contract Terms Duration Computer equipment Indefinite Contracts (78) Automatic renewal State provides at no charge Term-limited Contracts (40) 3-year term State charges to lease Public restrooms Not required Required Notary fees Not required to report Required to report Report p. 16 Program Evaluation Division North Carolina General Assembly 27
22 Term-limited Contracts Provide More Accountability Term-limited contracts specify the time frame for LPA performance assessment LPAs on indefinite contracts had more transaction errors and complaints DMV staff report LPAs on indefinite contracts do not take us seriously Report pp Program Evaluation Division North Carolina General Assembly 28
23 Performance-based Contracts Would Provide More Accountability Customer satisfaction Customer complaints Transaction error rate Report pp Program Evaluation Division North Carolina General Assembly 29
24 Fluctuating Error Threshold is Ineffective Transaction error rate A fixed error threshold would provide a clear benchmark to monitor individual LPA performance Having different thresholds for small and large LPAs would not disadvantage small LPAs Report pp Program Evaluation Division North Carolina General Assembly 30
25 Recommendations Program Evaluation Division North Carolina General Assembly 31
26 Recommendation 1. General Assembly should direct DMV to implement a standardized, performance-based contract for all LPAs Program Evaluation Division North Carolina General Assembly 32
27 Recommended Contract Terms 5-year term Pay to lease computer equipment Public restrooms at large LPAs Report notary fee collection Performance measures DMV provides LPAs notice of changes Report pp Program Evaluation Division North Carolina General Assembly 33
28 Recommended Implementation Schedule Transition LPAs on indefinite contracts between January 1, 2013, and December 31, 2014 Transition LPAs on the current termlimited contract at the end of their 3- year term Report p. 25 Program Evaluation Division North Carolina General Assembly 34
29 Recommendation 2. General Assembly should direct DMV to improve oversight and communications in the LPA program Program Evaluation Division North Carolina General Assembly 35
30 Improve Oversight and Communication Implement a secure website for LPAs Establish an administrative working group to coordinate oversight and focus on program improvement Establish an LPA advisory group to provide feedback to DMV Report pp Program Evaluation Division North Carolina General Assembly 36
31 Recommendation 3. General Assembly should direct DMV to outsource the registration and titling services provided by the two state offices Program Evaluation Division North Carolina General Assembly 37
32 Outsource Services at State Offices Estimated annual savings = $1.3 million Should remain open to provide some specialized services DMV should report its implementation plan by December 1, 2012, and outsource services by July 1, 2013 Report pp Program Evaluation Division North Carolina General Assembly 38
33 Summary of Findings Contracting with LPAs is a cost-efficient way for the State to provide services Lack of coordination and poor communication hinder DMV s oversight of LPAs Lack of a standardized, performancebased contract for all LPAs limits accountability and oversight Program Evaluation Division North Carolina General Assembly 39
34 Summary of Recommendations Direct DMV to implement a standardized, performance-based contract for LPAs improve oversight and communications in the LPA program outsource the registration and titling services provided by the two state offices Program Evaluation Division North Carolina General Assembly 40
35 Legislative Options The committee may endorse any of these recommendations for action May instruct staff to draft legislation or take other actions Program Evaluation Division North Carolina General Assembly 41
36 Report available online at Kiernan McGorty Program Evaluation Division North Carolina General Assembly 42
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