BACKGROUND:

To provide for ongoing security and accuracy of daily operations in CSCs, the Field Operations office sends Quality Review requests to CSC management on a random basis requesting a review of specific operations (defined as LIABILITIES) performed in the CSC. Any number of random Quality Review requests may be received per month. The following processes are currently reviewed using the Quality Review process:

• Review of the CSC's daily driver, vehicle, and other miscellaneous transactions for accuracy
• Review and verification of CSC inventory

The Quality Review is performed on CSC processes which are considered to pose a high "LIABILITY" or high risk to DMV. As a result, the criteria listed for review on the Quality Review request are referred to as "LIABILITIES".

A Quality Review request will consist of the following information:

• Date the review is to be performed
• Type of review to be performed (daily transaction work or inventory)
• Percent of work to be reviewed, or size of sample to be looked at (if applicable)
• Specific LIABILITIES to review for (high risk functions)
• Reporting deadline (normally 3 days from date of request, unless otherwise specified)

When a Quality Review request is received, the CSC manager, or management designee, must perform a review of the CSC process in an effort to discover errors in the daily work, or in the inventory, for the LIABILITY specified on the review request. When errors are found, management must document the discrepancies found, and report the results of their review on or before the date specified on the request.

If the CSC manager is unable to perform the requested review, a management designee must be selected from the employees granted physical security access to the building (refer to CSCOM-204). For larger CSCs, an assistant manager, or an assistant manager and work leader may assist the manager in the performance of the Quality Review.

The CSC manager is responsible to report the results of the Quality Review within 3 business days of the request date (or within a time period as specified in the request). Results are recorded on the Quality Review Discrepancy Report, (CSMA 40), and summarized in the Quality Review Tracking (QRT) database located in MySelect.

Report all discrepancies discovered during the Quality Review, even if the discrepancy is not one of the requested LIABILITIES. All discrepancies must be recorded. As always, immediately report all questionable or potentially fraudulent activities discovered while performing the Quality Review to your District Manager.

NOTE: Refer to CSCOM-903 regarding the daily audit process.

The LIABILITY table lists what is to be reviewed for each LIABILITY type.

CSC MANAGEMENT/DESIGNEE QUALITY REVIEW PROCESSING:

1. Receive a random Quality Review request.
   
   NOTE: Management must ensure they always check their email a minimum of twice a day, first thing in the morning and before leaving at end of day, in the event a Quality Review request is received.
   
   
2. Determine type of LIABILITY review to be performed.
   • Daily work transaction documents
   • CSC inventory
   • Motor Voter
3. Review the requested percentage of daily work transaction samples or the requested inventory items for each specified LIABILITY requested on the Quality Review request.
4. Record all LIABILITY discrepancies on the CSMA 40.
5. When other discrepancies are discovered in the process of performing the Quality Review, note the discrepancies in the miscellaneous section of the CSMA 40.
6. Once completed, the reviewer signs and prints their name on the CSMA 40 in the "Reviewer Name (print)" and "Reviewer Signature" certification section at the bottom of the form.
7. If the Quality Review request is completed by a management designee, submit the CSMA 40 and photocopies of any associated transaction documents, or documentation used to explain discrepancies, to the CSC manager for review, follow up, resolution, and signature.

DISCREPANCY TRACKING PROCEDURES:

CSC MANAGEMENT/DESIGNEE PROCESS-DISCREPANCY TRACKING/REPORTING:

1. Review the CSMA 40.
2. Compile, clarify, and note findings/resolutions for discrepancies for each LIABILITY on the CSMA 40.
   
   <<<<<REVISION
   
   EXAMPLE: For noted inventory discrepancies, determine the cause by reconciling the Receiver/Transfer report against received and transferred inventory shipment forms on file.
   END REVISION>>>>>
   
   • ASA 50 - Title Consignment
   • VSA 32 LP or ASA 32 (LP) - License Plate Consignment
   • VSA 32 DC or ASA32 (DC) - Decals/VIN Plates/Permit Consignment
   • ASA 42 or PLATES - Plate/Decal Transfer form
   • Transferred title documents forms (including screen prints and authorization from District Office for the transfer - refer to CSCOM-301).
3. Record the Quality Review results, as compiled on the CSMA 40, to the Quality Review Tracking (QRT) database located in MySelect.
4. Take the following actions after completion of the random Quality Review request:
   1. Determine, if possible, employees responsible for the discrepancies.
      
      NOTE 1: Ensure the correct employees are identified when determining responsibility for discrepancies.
      
      NOTE 2: Document handling is the responsibility of all employees who are involved in processing a transaction (CSR, document verifier, or the CSR who records the test). The same is true for receiving, transferring, shipping, and adjusting inventory. If unable to clearly identify the responsible party, remain watchful for further unusual activities or trends.
   2. Assess the employee's performance record to determine if there is a need for counseling, training or both.
   3. Inform the employee(s) of the discrepancy; proceed with disciplinary action, if warranted.
   4. If disciplinary action is warranted, place documentation in the employee personnel file for tracking.
5. Print and sign in the Certification section of the CSMA 40, once discrepancies are reviewed, compiled, and necessary corrective actions are determined.
6. Fax or email the completed and signed CSMA 40 to the District Office for the District Manager's review.
   
   NOTE: Anytime that CSC management or designee suspects questionable or fraudulent activity, notify the District Office, or Special Investigations Unit (SIU) immediately.
7. Sign in the certification area of the CSMA 40 once the review is completed, certifying that all discrepancies have been reviewed and resolved to management's satisfaction.
8. Once all discrepancies are keyed into QRT, attach a printout of the View Liability screen (located in QRT) to the CSMA 40 and retain in the CSC for 3 years (refer to CSCOM-1101).

DISTRICT MANAGER PROCESS-MONITORING QUALITY REVIEW COMPLIANCE:

<<<<<REVISION

NOTE: District Managers will monitor and review the CSC's in their District for compliance with Quality Review requests. DMs must check for the following when monitoring completed Quality Reviews: END REVISION>>>>>

• The correct LIABILITIES are reviewed,
• Proper Quality Review documentation,
• Discrepancy reporting,
• Accuracy checking, and report retention.

DM - MONITORING QUALITY REVIEW OF CSC DAILY WORK:

1. When making monthly site visits, spot check Quality Reviews following the same guidelines provided on the LIABILITY table for the type of LIABILITY being monitored.
2. When in between site visits, at the request of the Director of Field Operations, the District Manager will review Quality Review Request compliance as follows:
   • Print copies of the final reports for the Quality Review Request date
   • Request a faxed copy of the CSMA 40 completed for that review date from the CSC (if not already on file).
   • Logon to OnBase Document Retrieval located in Secure Apps
   • Recall the transaction documents imaged in OnBase, associated with the log number on the CSMA 40, showing "liability" errors.
   • Reconcile the imaged transaction documents sampled for the Quality Review to the final reports, the CSMA 40, and the Quality Review Tracking Database for that work date using the process under CSC MANAGEMENT/ DESIGNEE QUALITY REVIEW PROCESSING: in this procedure
3. Periodically review the Quality Review Tracking Database to monitor CSC error/accuracy percentages.
4. Note low accuracy rates for potential trends (i.e., training needs, staffing, fraud, etc.), and high accuracy rates for potential awards and recognition.
5. Discuss the results of these reviews with the CSC manager.
6. When low accuracy rates or performance issues point to a negative trend, prepare a summary report of the issues, the actions taken, and any follow up performed, and forward to the Deputy Director of Field Operations office within 10 business days.
7. Recognize CSCs with consistently high accuracy ratings or with marked improvement over time.
8. For CSCs who demonstrate unusually consistent high accuracy rates (i.e. 100%), do additional follow up reviews.

<<<<<REVISION

MONITORING QUALITY REVIEW OF CSC INVENTORY:
(this section is speaking to the District Manager)

1. As determined necessary by the CSMA Director, review CSC compliance with CSC inventory Quality Reviews at the time of the DM monthly site visit. END REVISION>>>>>
2. Review the Inventory Activity Report that was printed for the date of Quality Review request being monitored.
3. Print the Inventory Activity Report beginning the date the Quality Review was completed up to the current date, and review for any unusual inventory adjustments made "AFTER" the completion of Quality Review requests being monitored.
   
   NOTE: Look for several inventory adjustments made close together shortly after the Quality Review request is complied which could indicate an effort to cover up larger inventory discrepancies. This could be an attempt to spread out what should be reported as one, large inventory adjustment, in an attempt to avoid trigger thresholds for reporting requirements.
4. Upon completion of spot checks for Quality Review compliance, discuss the results with the CSC manager. If discrepancies in reporting, tracking, documenting, or other areas of Quality Review compliance are discovered, determine appropriate corrective action to be taken.
   
   <<<<<REVISION
5. When it is determined that the inventory discrepancies point toward negative trends, prepare a summary report of the issues, actions taken, and any follow up performed and forward to the, Director. END REVISION>>>>>
6. Recognize CSCs with consistently high inventory Quality Review accuracy ratings, or with marked improvement over time.

<<<<<REVISION

CSMA DIRECTOR PROCESS:

END REVISION>>>>>

1. Monitor reporting of Quality Reviews.
2. Perform random reviews of District Office and CSC adherence to Quality Review procedures.
3. Review District Office reports of low/high accuracy rates for trends.