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Division of motor vehicle (DMV) offices serve a wide swath of Americans in all states and can therefore serve as excellent vehicles to study the quality of public services in the country. However, relatively little attention has been devoted in the academic literature to studying operations in DMV offices, especially as it relates to service quality and productivity. In an attempt to address the same, this paper aims to present the results of a study of DMV offices across the USA through a nationwide survey about vehicle titling and registration services, that received response from 31 of the 50 states and District of Columbia.

The authors use a mixed methods approach – a sequential unequal weight mixed methods approach starting with a quantitative analysis of DMV operational data followed by a qualitative case study approach. The primary data collected for this study were with a nationwide survey of the highest DMV office in each state, conducted through the American Association of Motor Vehicle Administrators. Out of the 50 states, 31 states and District of Columbia responded to the survey. In addition to descriptive statistical analysis performed to glean nationwide findings, Data Envelopment Analysis was used to determine efficiency of operations. Finally, extensive in-person interviews with senior managers of DMV offices in Ohio and Indiana were conducted to get more in-depth information for case studies and identification of best practices.

States exhibit significant variations in labor and capital productivity and based on Data Envelopment Analysis, Texas and Minnesota DMVs are the most efficient in terms of using their labor and capital inputs to maximize the number of transactional services rendered. The authors also find that while operational performance of vehicle titling and registration services is monitored by most DMV offices across the nation, assessment of customer satisfaction received much less attention. Among the states that do well on both are Indiana and Ohio; the case studies presented based on interviews with their officials that also identify best practices.

This research was limited to the USA as are its findings. Additionally, it focuses only on vehicle titling and registration at DMV offices because that represents the bulk of services performed by a DMV and the output is standard across all states. Nonetheless, a future study should be extended to other DMV services.

Given the finding that assessment of customer satisfaction is not widely practiced in DMV offices, DMV officials should address this by putting appropriate systems in place. Additionally, practitioners and state officials can use the findings of this study to develop best practices for their operations and also determine the most appropriate ways to structure the provision of those services that result in enhanced efficiencies and customer satisfaction.

DMV services are among the most widely used services offered by the government in the USA and the overall size and scope of services provided by them across the country is immense. Thus, any improvements in productivity and service quality has significant implications in terms of improving public satisfaction with government services.

To the best of our knowledge, this represents the first nationwide comparative study of DMV offices in the USA that focuses on service quality and analyzes productivity across the states. Additionally, the case study provided at the end of the paper identifies best practices from two states that have received national recognition for service quality which could be adopted by all DMV offices across the USA. The findings also conform/strengthen numerous hypotheses espoused in existing models and theories from service operations literature by providing evidence in their favor.

The public relies upon the government for many areas of their lives such as: obtaining a driver’s license, applying for a job, licensing pets, applying for a business license, paying taxes, buying a home, or even applying for college admission. Starting from humble beginnings the invention of the computer system opened pathways for the community to interact with government agencies. In the early years of the computer and internet the federal government was known for their advances and for being at the forefront of technology. However, the same was not true for state and local governments who found themselves left behind the technological race. Somewhere in the early 2000’s even the federal government found themselves behind the private sector as integration and innovation became stagnate within government agencies. The workforce of these agencies did not change into a highly technical workforce until the costs of technology lowered and access and availability were more widely distributed to conduct business (Moon, 2002). Once technology started to trickle down to state and local governments it began to expand to all avenues of public service. In addition, the processes were streamlined for the public. However, issues such as lack of access, lack of computer skills, lack of government trust, and the risk to safety of personal information still hinder technological use at this level.

The prevalence of individuals with an autism spectrum disorder (ASD) being associated with terroristic threats, lone wolf terrorism or affiliating with terroristic groups is rare. This paper aims to discuss this issue.

However, several cases are presented, where individuals with autism are involved in making a naïve, empty terroristic threat or uttering serious serial terroristic threats. Other cases are also presented of individuals being at risk for an abduction or being used by a terrorist group, and finally committing an act of domestic lone wolf terrorism.

Essential to the analysis was establishing a functional connection between autism-based deficits and the terroristic threats, terrorism, and when to not criminalize naïve, empty terroristic threats or acts.

Currently, tools available to law enforcement and prosecutors exploit the vulnerabilities and liabilities which arise as a result of group interactions, a “preventive” approach to terrorism that is not applicable to the solitary, “lone wolf” terrorist. There has been relatively little research (including case studies) examining individuals with ASD who engage in terrorism. For instance, when dealing with an individual with ASD who is charged with terrorism, it is crucial to consider how the diagnosis of autism may have presented as a contextual vulnerability, and to make sure that justice, rehabilitation and management, are informed by an understanding of the person’s diagnosis of ASD.

This paper has the purpose of presenting intelligent authentication, authorization, and administration (I3A), a new concept that enables trust and information security between involved sides by agreement, rather than by over‐exercised enforcement.

To understand the needs and motivators for the concept, the areas of technology, policies, law, and human mindsets are discussed. The I3A is introduced by discussing two examples of possible solutions that would use the concept in e‐commerce.

In essence, I3A offers an open platform for enabling I3A of cryptographic keys, certificates, and privileges and integrating the use of such with secured applications on a wide variety of devices and environments. The paper argues that for the first time I3A creates a true public key infrastructure (TPKI) and leverages the benefits and the potential of existing and future PKI under one common unconstrained umbrella.

Focuses on a TPKI.

A quick search of the headlines of major newspapers reveals a treasure trove of technology procurement gone wrong. While the private sector seems to adopt and implement new technology seamlessly and quickly to deliver for customers, the government struggles to accomplish technology purchases and integrations with the same ease. As governments in the United States are looking to retain their current workforce and attract the next generation of workers, the technological capabilities and ethos of governments will be paramount. With nearly every industry being transformed by technology and Generation T being the first generation to have an ingrained “technology first” mindset, the ability of governments to attract these workers depends, in large part, on the ability to transform their government technology culture, policies, and practices.

In this chapter, the authors examine the administrative branch and observe two key components at the root of most technology failures: poor organizational structure in the bureaucracy and the lack of an empowered Chief Information/Technology Officer. Building upon case studies from Massachusetts and California, this chapter looks at the factors related to failure or success to understand the technology procurement culture. The chapter concludes by presenting four key “best practice” principles of public policy and administration that can be implemented by almost any governmental entity to improve their acquisition and implementation of technology.

Three years ago, a small group of Connecticut state agency leaders got excited about the possibility of reinventing government in the image of businesses which were pursuing quality management. The leadership of these agencies believed that the existing pressures of the time demanded changes in the way government does business. A crippling recession, a budget deficit, threatened lay‐offs of state employees, and increasingly higher customer expectations called for radical change, and a number of agencies rose to the challenge.

The purpose of this paper is to examine the situational and individual officer characteristics of officer-involved vehicle collisions that result in fatality, injury, and non-injury outcomes.

Data on 35,840 vehicle collisions involving law enforcement officers in California occurring between January 2000 and December 2009 are examined. A descriptive analysis of collision characteristics is presented.

There were 39 officers killed by collisions over this study period and 7,684 officers who received some type injury. Incidents involving officers on motorcycles represented 39 percent of officer fatalities and 39 percent of severe injuries. In the case of fatalities, 33 percent of officers were reported as wearing seatbelts, 38 percent were not wearing a seatbelt, and seatbelt use was not stated in 29 percent of car fatalities.

The findings only represent one state and the analysis is based on an estimated 86 percent of collisions that occurred during the study period due to missing data. Nonetheless, the results are based on a robust sample and address key limitations in the existing literature.

During the study period in California the estimated financial impact of collisions reached into the hundreds of millions of dollars when considering related fatality, injury, and vehicle damage costs combined. These impacts highlight the need for the law enforcement community to give greater attention to this issue.

At the time of this writing there was no published independent research that compares the situational and officer characteristics across fatality, injury, and non-injury outcomes in these events. The findings reported here will help inform emerging interest in this issue within the law enforcement, academic, and policy-making communities.

In this chapter, the interplay between the development of the discipline, the development of the field of study, and the emergence of professional fields is examined using the example of mathematics. In connection with the formation of the modern research university, mathematics has emerged as an independent scientific discipline and as an independent field of study. In the process, mathematics attains a high degree of formalization and internal coherence. This is the basis for the penetration of mathematicians into more and more professional fields, even outside science. Real problems or real facts are reduced to aspects that are amenable to mathematical modeling by treating them as quantifiable parameters. As mathematics expands as a field of study, more and more professional sectors become applications of mathematical models. As a consequence, more mathematical fields of study are differentiating themselves, specializing in these application fields. This chapter analyzes this dynamic and its preconditions.

To show how managing the right‐of‐way asset, a lesson the railroads didn't learn when they gave or bartered it away in the nineteenth century, will be a key to business success in the future.

Businesses large and small, dot.com and brick and mortar, spend years establishing a network of customers, suppliers, creditors, investors, employees, and stakeholders that is, in effect, a right‐of‐way. Unfortunately, few have understood how to capitalize on their right‐of‐way, thus leveraging one of the most currently underutilized assets in the economy.

Learn to imagine the effect of disruptive innovation on an established right‐of‐way and how to discern what capabilities will be needed to take advantage of such potential opportunities. Having invested in building a business or a professional practice or an organization or a network, you have developed associated strategic assets that you need to leverage adequately to provide additional returns.

This conceptual paper provides historical research only.

Focusing on right‐of‐way enables companies to see and benefit from the potential customer instead of just the “best” customers. This amounts to a key recognition – that managing access to the customers equals managing the right‐of‐way, one of the most valuable assets a business can have in a time of growing competition.

To understand its true value and possibilities you must first escape the mental trap of limiting your asset management to just the business you think you're in. Then a strategy based on creative leveraging is not only possible, it is desirable.