Page 13 - Guilford County ROD Process Reengineering

I5O Consulting Services identified opportunities for management to improve some of its

processes as well as some areas where new tasks and procedures could be designed and

implemented to ensure improved efficiency. Please refer to the matrix below describing the

identified key processes, recommendations, and the proposed rationale.

Key Processt Description of Process Recommendation Rationale

When a customer comes into the Implement a kiosk to handle all in-person Pushing customers to complete the
office for a vitals request, they requests to eliminate Vitals Request Form. The required information for a vitals request
required to physically fill out a Vitals implemented kiosk would capture customer in a kiosk will allow the ROD to
Vital Records (In- Request form. The customer is details such as name, contact information, and maintain an accurate log of vitals
Person) required to complete the form before vitals request that are all captured on the Vitals requests electronically and eliminate
moving on through the vitals process. Request Form. The request will then to all physical forms. This elimination will
reduce the physical retention of records
Vitals staff in a queue in BIS. The Vitals
DRAFT
personnel who accepts the customer will then
and provide some additional security of
records.
process and close the Vitals request as usual.
After ROD Vitals Personnel has Store Success Letter on the server for all The elimination of the printed Success
processed and completed the completed transactions. Letter for the retention of records for
customer vital records request, Vitals Register of Deeds can be housed on the
Personnel will then print two (2) server for ease of use. This elimination
copies of the Success Letter detailing will reduce the physical retention of
Vital Records (In- the request completion and present records and provide some additional
Person) the requested document(s) to the security of records.
customer. One copy of the Success
Letter is presented to the customer as
a receipt and the additional copy is
maintained by the ROD staff for
records.

Once the Passport applicant has Implement a separate Kiosk location to track A weakness in internal controls may
completed the requirements for the all Passport requests. It is recommended the exist within the Passports process. To
Passport application, signed the ROD requires Passports customers to provide reduce this risk, an automated log of all
document and paid both ROD and US contact information once entering the ROD Passport applicants can provide the
Department of State fees, the office for Passport processing requests. This ROD with some form of checks and
applicant is free to leave the ROD customer contact information will provide the balances. This listing can serve as a
Passports office. The application is then given ROD with an audit trail of all Passports means for reconciliation for input source
(Application) the contact information for the US requests that come in the office. This documentation to receipts as well as
Department of State for tracking and information/data can also be used to complete input to US Department of State
any future questions or issues. The reconciliations and have the potential for transmittal.
US Department of State will only opportunity to survey for customer service.
discuss submitted applications with
the applicant.

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