Page 6 - Guilford County ROD Process Reengineering

CONTENTS

Executive Summary------------------------------------------------------------------------- 02
Objective and Scope----------------------------------------------------------------------- 03
Background--------------------------------------------------------------------------- 04 02
02
Assessment Result(s)--------------------------------------------------------------- 05
Transmittal Letter-------------------------------------------------------------------------- 07 03

Background----------------------------------------------------------------------------------08 04
Scope and Methodology-------------------------------------------------------------------09 5-6
Schedule of Key Recommendations------------------------------------------------------ 12
Recommendation 1 – Implement a customer kiosk----------------------------- 17 02
Recommendation 2(a) - Implement a passport tracking capability that
provides a record that assists with reconciliation------------------------------ 18 02
02
DRAFT 21 02
Recommendation 2(b) - Implement a passport delivery receipt mechanism
that provides a record to verify delivery of passports-------------------------- 19
Recommendation 3 - Create a consolidated report that ties together key
data from a variety of screens that assists with daily reconciliations--------- 20
07
Recommendation 4 - Create an ACH payments interface with BIS to
account for all payments received-------------------------------------------------

Appendices--------------------------------------------------------------------------------- 22
Appendix A - Vital Records -------------------------------------------------24
Appendix A.1 – Vitals Records: Mail Subprocess -----------------------
25
Appendix A.2 – Vital Records: Online Subprocess------------------------
28
Appendix A.3 – Vital Records: In-Person Subprocess---------------------
32
Appendix B: Recording/Land Records------------------------------------------ 34
Appendix B.1: Recording: Recording Subprocess------------------------
35
Appendix B.2: Recording: Copy Request(s) Subprocess------------------
37
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Appendix B.3: Recording: Notary Subprocess-----------------------------
Appendix C: Passports-----------------------------------------------------------------
43
Appendix C.1: Passports: Applications Subprocess--------------------------------
44
Appendix C.2: Passports: Supervising Agent Postage Reconciliation
Subprocess------------------------------------------------------------------- 47

Appendix D: Daily Reconciliation----------------------------------------------- 49
Appendix D.1: Daily Reconciliation: Pre-Balance Subprocess----------
50
Appendix D.2: Daily Reconciliation: Daily Balance Subprocess--------
52
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Appendix D.3: Daily Reconciliation: Daily Deposit Subprocess--------
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