Page 19 - Guilford County ROD Process Reengineering

Recommendation 2(b) - Implement a passport

delivery receipt mechanism that provides a

record to verify delivery of passports

There is not currently any means of verifying that passport applications have been delivered or

received. This capability will eliminate a liability for the ROD because we will be able to verify

delivery status. This tool, in conjunction with the passport application transcript, will provide a

new capability that provides protection from liability and opens new audit trails for error

correction and problem resolution.

DRAFT
The benefits to: ROD include

Creation of a transaction record that
can be used for follow-up

Audit trail documentation on a process that
currently provides no details on the transaction

Creation of an opportunity for customer survey
that can reveal improvements in processing
through feedback from customers who are
contacted directly regarding their application

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