Most motor vehicle agencies lag in providing access to services on the Internet, study finds

Most motor vehicle agencies lag in providing access to services on the Internet, study finds

Three out of every four state motor vehicle agencies did not support Web transactions with citizens last year, an industry study found.

The study, from Andersen Consulting of Chicago, said state motor vehicle agencies are not taking full advantage of the Web for service improvement and cost savings.

'The Internet is still being treated as an 'add on' to basic MVA activity, not as the primary means of processing,' the report said.

By last year's close, 13 states provided at least one of five transactional services over the Net.

Nine accepted vehicle registration renewals, seven accepted license plate orders, one each accepted citation payments and online inquiries, and two accepted driver's license renewals.

Andersen applauds the Massachusetts Registry of Motor Vehicles and the Virginia Motor Vehicles Department. Each agency's site supports credit card transactions for license renewals, registration renewals and license plate ordering.

Massachusetts also lets citizens pay citations, and Virginia lets citizens request administrative hearings and order copies of their driving records.

Andersen checked out the motor vehicle agencies of each state and the District of Columbia. Four'Delaware, Hawaii, Kentucky and Rhode Island'did not have Web sites. Seven motor vehicle sites simply provide information, and 39 let customers download forms.

Online transactions likely would be in a state's best interest both to improve customer service and save money, the report said. The average Internet transaction costs 10 cents to 40 cents, and office transactions range from $40 to $400 because of staff and overhead costs, it added.


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