Page 18 - Guilford County ROD Process Reengineering

Recommendation 2(a) - Implement a passport

tracking capability that provides a record that

assists with reconciliation

Currently, there is a potential weakness in internal control in the passport application

process. Once the application is submitted, there are variable processing times depending on the

processing site which can yield differing results. Applications may be deemed as incomplete and

may require follow-up by the citizen who submitted the application through the ROD, who has

no visibility into the process after it submits the application on behalf of the client. This

recommendation envisions development of a type of transcript that will permit the ROD to
DRAFT
collect allowable information on the transaction. This transcript will aid in the reconciliation of

payments and any error correction that needs to be performed.

The benefits to: ROD include

Creation of an opportunity
for customer survey that
Audit trail documentation can reveal improvements
Creation of a transaction Simpler reconciliations
in processing through
record that can be used for and error correction for on a process that currently feedback from customers
provides no details on the
follow-up payment discrepancies
transaction who are contacted directly
by the Secretary of State
regarding their application

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