Problems faced by RTO users

2018
IMPROVISING THE OPERATIONS
EFFICIENCY IN REGIONAL
TRANSPORT OFFICE IN CHENNAI
USING OPERATIONS STRATEGIES

1
INTRODUCTION
REGIONAL TRANSPORT OFFICE
The Regional Transport Office or Regional Transport Authority (RTO/RTA) is the organization of the
Indian government responsible for maintaining a database of drivers and a database of vehicles for
various states of India. The RTO issues driving license, organizes collection of vehicle excise duty (also
known as road tax and road fund license) and sells personalized registrations. Along with this, the RTO
is also responsible to inspect vehicle's insurance and clear the pollution test.
Regional Transport Office (RTO) is an Indian government bureau which is responsible for the
registration of vehicles and issue of Driver’s License in India. RTO management will be having a lot
of work regarding registration of vehicles and issue of driver’s license. Similarly, the vehicle owner
sometimes forgets to carry the license and forgets the insurance at the time of inquiry. This paper
proposed an approach to solving such problems that are by storing all the information related to vehicle
and driver at database by RTO administrator. RTO is an advanced “RTO management System “which
is design keeping in a view to make the existing registration and issues of information about license
easier and faster. It includes the entire registration and insurance procedure starting from the initial
phase of entering till the result. It is a more reliable, accurate, timesaving and free from any misuse.
The system provides information regarding the RTO Application.
RTO DATABASE
The RTO identifies untaxed vehicles, and identify keepers of cars entering various Indian states, or who
exceed speed limits on a road that has speed cameras by matching the cars to their keepers utilizing the
RTO database. The High Security Registration plates (HSRP) was introduced to help reduce vehicle
crime and improve security. It is intended to deter criminals from disguising stolen cars with the identity
of written off or scrapped vehicles.

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VEHICLE REGISTRATION CERTIFICATE
The owner of a vehicle can apply and get duplicate copy of the vehicle registration certificate from the
concerned RTO office if it is stolen, lost, destructed and completely written off. A complaint should be
lodged to the police station which is situated under the jurisdiction / area of lost before approaching the
regional transport officer. After completing the formalities, the owner has to submit FORM 26 and the
Police Certificate to the Registering Authority along with the required documents for applying duplicate
vehicle registration certificate.
FUNCTIONS OF RTO OFFICE
1. Enforcement of the Motor Vehicles Act, 1988, allied acts and rules framed thereunder
A. Licenses
- Testing and Issuance of Learning License
- Issue & Renewal of Driving License
- Issue of International Driving License
- Addition of a new class of Vehicle to Driving License
- Issue & Renewal of License for the establishment of a Motor Driving School
- Issue & Renewal of Driving Instructor's (Professional) License
- Issue of Conductor's License
B. Registration of Vehicle
- Issue & Renewal of Registration Certificate for Motor Vehicles
- Transfer of Ownership in Registration Certificate of a Motor Vehicle
- Entry/Termination of Hire-Purchase/Lease/Hypothecation in R.C. Book
- Recording of Changes in Registration Certificate
- Issue of Certificate of Temporary Registration
- Issue of No Objection Certificate (NOC)
- Issue & Renewal of Trade Certificate
- Issue of Fitness Certificate
- Permits
2. Revenue Collection for the Government
- Tax on Motor Vehicles
- Collection of IMV Fees

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- DA (Departmental Action) Cases
3. Inspection of Vehicles at Check posts
4. Environmental Upgradation.
- CNG/LPG Conversion
- PUC Testing Centers
5. Road Safety Measures
For performing above activities, every citizen need to go physically. Huge number of people visit RTO
Offices per year for various purposes as mentioned above. RTO is one of such offices of the
Government which is having a huge public interface. Amongst them, mostly young people who visit
Government office for the first time. Now many states have started using ICT and online
implementation of various RTO activities. Prior to this e governance implementation, people were
served on first come first serve basis every day from 10 am to 7 pm and applicants used to stand in
queue every day from 7 am itself so that they could avail services at earliest.

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LITERATURE REVIEW
1. Dr. Mahesh C. Dabre: There are maximum number of Graduate respondents working in R.T.O.,
Akola (M. S.). There are maximum number of male respondents. 100% respondents responded
that, there is use of IT in R.T.O., Akola (M. S.). 90% respondents used the facility of IT.
Majority of respondents in R.T.O. increased their efficiency by using IT software. 52.68%
respondents responded that, the government has not provided special IT facility to improve the
efficiency of respondents. 73.33 % of respondents received motivation from their officers.
46.67% respondents responded that, employees are getting award from the office. There are
most 50% respondents provided immediate IT services to the public.52.70% respondents agreed
that, they received information from time to time without any hurdle. Only 15.80% respondents
used computer on every step of R.T.O. Akola. .(M. S.) 31.85% respondents have adequate
knowledge to deal with any computer problems.
2. Vaibhav Gandhi, Dr C K Kumbharana: Author had studied implementation of different software
developed and maintained by different states for doing RTO activities. By using these portals,
these states are serving citizen of their respective state so that they can have benefit of e
governance implementation and they don’t need to wait in long queue at RTO office. As per our
study, different state had implement e governance in RTO offices as per their own analysis.
Online portal implementation is done by hiring any third party professional company by every
states. Due to this differences, there is no common solution is available nationwide for e
governance implementation for RTO. In place of it, if implementation is defined and designed
nationwide than government can define common way of implementation of e governance
services which can be used by all citizen of India. Advantages of common implementation is
that only one portal having common User Interface which can be available in vernacular
languages is used for e governance in RTO. This solution saves time and cost of analysis and
implementation for every states.
3. Vijisha P. O, Dr. A.V Senthil Kumar: We all know existing RTO office work is how much
lengthy as well as very time-consuming process. In many villages, there is only one day camp
of RTO and the people who want driving license they should remain present on that day if they
missed that day then they have to go to the district RTO office. So it is a disadvantage because

5
that may be not able to go or he having worked on that day. so that here we are developing one
web application which provides easiest and efficient way for RTO works like making driving
license, the registration number of the vehicle, etc. In many cases, we found that RTO office
work gets complete through the third party called agent. When a person goes to the RTO office
for a driving license, vehicle passing, and registration number of the vehicle then a person go
through the agent and agent will complete person work by taking a lot of money and that person
is unaware of all this system. According to the TOI new on dated 3 September 2015 RTO office
is the more corrupted area. So using our web application we are somewhere to help to reduce
corruption.

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RESEARCH METHODOLOGY
TYPE OF RESEARCH
The type of research that will be used in this study is qualitative research and quantitative research.
Qualitative researchers aim to gather an in-depth understanding of the public, driving schools and
automobile dealers in respect to the problems they face with the RTO. The discipline identifies the
different users of RTO and investigates their problems towards the same. Besides this, the researcher
will also examine the phenomenon through observations in numerical representations and through
statistical analysis. Along with questionnaires that will be given out to respondents for the statistical
representation of the findings in the study, interviews with the respondents and a few experts in this
field will also be conducted.
SAMPLING METHOD
The research sampling method that will be used in this study is non probability sampling to obtain a
more scientific result. A set of questions were asked to respondents of 3 different focus group (general
public, driving schools, and automobile dealers) for their review and feedback. A list of general public,
driving school and automobile dealers from various professions and with different background and age
categories from the Chennai were surveyed with a set of questionnaire. General public, driving schools,
and automobile dealers were the 3 main focus as they might be the potential users.
Data collection was conducted at one of the RTO office in Chennai through social Medias, personal
and social contacts ‟ operating hours from Mondays through Sundays in order to include both working
and non-working mothers.
OBECTIVES OF THE RESEARCH:
1. To identify the problems faced by the users of RTO office
2. To apply operations and management concepts to improve the efficiency of the RTO office
3. To identify the variations and errors in the work flow

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SCOPE OF THE STUDY
The scope of study is limited to accounts, finance and operations department of the RTO office. The
project scope involves exploring the organization’s the functions and processes, collecting feedbacks
from the potential users of the RTO and identify the problems faced by the users.
RESPONDENTS
The respondents in this research were from– Chennai, Tamil Nadu The researcher chose this city
because of the socio-economic conditions present in the area that is relevant to the study and also as it
fits the time frame and resources of the researcher. The sampled respondents will be asked by the
researcher for consent and approval to answer the questionnaire until the desired number of respondents
which is 50 is reached.

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DATA ANALYSIS
PIE CHART 1
To identify the frequent visitors to the RTO office of different age group, the age has been asked to the
respondednts. As the above pie chart shows the higher number of people who vist RTO office are aged
from 30-40 yrs old who visit either for the purpose of licensing , hypothification, FC or those pepole
who belong to driving school or who work in automobile showrooms who visit RTO for the purpose of
vehicle registration.The second highest popultation who Vist RTO are those pepople who are aged
between 20-30 years old, who stated that they vist RTO for the purpose of licensing, and
hypothification. Some of these age grouped people also belong to Driving School or automobile
showrooms. The third highest population who vist RTO office belong to 0-20 who vist the offcie for
their first time license.

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PIE CHART 2
To identify th potential users of the RTO office the respondents were asked to choose one among the
four focus group like Driving School, RTO agent, Automobile dealer, General Public. To identify which
among the four focus group is the most frquesnt users of RTO this question was asked. As the above
pie chart portrays general public is the most frequent or the maximum users of RTO. The next highest
vistors are the Automobile Dealers. Driving School stays the third highest population who ue the RTO
services. This shows that the general public are the highest in number who vist the RTO office.
GRAPH 1

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RTO generally deals with the Road transports and its related aspects . To identify for which kind of
vehicle people vist RTO the most, respondents where asked about their vehincle details. The Different
focus group have different reasons to vist the RTO offcie. For instance the Driving school people visit
RTO for the purpose of private and commercial four wheeler licensing and fitness certification. General
public who are aged between 0-20years visit RTO for the puporse of 2 wheelers licenceing and some
of the other few respondents visit for hypothification and transfering purposes.
PIE CHART 3
PIE CHART 4 PIE CHART 5 PIE CHART 6
PUBLIC
every week semi annually
annually every 5 yrs
DRIVING SCHOOL
AUTOMOBILE
DEALER

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To find the problems with the service of RTO respondents were asked how frequent they vist the RTO.
In identifying the frequency of their vist it will be helful to idfenty whether the problem occurs every
time or only sometime.And also to find which focus group vist the RTO offcie more frequent the
question of how often they vist the RTO office was asked. As the above pie chart shows, around 51 %
of the total respondents vist RTO on weekly basis, around 23% of the respondnts vist the RTO every 5
years, around 21 % of the respondants vist RTO annually and around 10% of them vist semi annually.
To analyse it according to the focus group, under the public category, around 50% of them vist the RTO
evey 5 years, around 40 % of them vist annually, around 10% of them vist semi annually. Under the
Driving school focus group, 100% of them vist on a weekly basis and under the automobile dealer focus
group, 100% of them vist on a weekly basis.
GRAPH 2
People who visit RTO does not have the same purpose. Everyone visit RTO for different reasons. TO
identify where the problem is the respondents were asked about their purpose of visit to the RTO office.
Once the purpose of visit is identified it will be easy to find for problems in that respective field. Thus
the respondents were given an options of 5 main purpose of visit to the RTO office. The 5 options like
licensing, registration of the vehicle fitness check, transfer, hypothification and others. These above
mentioned 5 options are some of the main functions of RTO. As the above graph depicts around 66%
of the total respondents visit RTO for the purpose of hypothification. Around 60% of the respondents

12
visit for licensing, around 21% visit for registration of vehicle, around 36% visit for FC, around 42%
visit for transferring purpose, and around 2% of them visit for renewal purposes.
To segregate the purpose of visit according to the focus group:
PIE CHART 7 PIE CHART 8
PIE CHART 9
As the above pie charts potrays, the purpose of visit was categoriesd according to the 3 different focus
groups.
As the public pie chart shows, 44% of the public vist RTO for the purpose of licensing, 27% vist for
hypothification, 12% vist for transfer purposes, 10% vist for the purpose of fitness check and 7% vist
for the purpose of registration.
As the automobile dealer pie chart shows, the automobile dealers vist RTO for the purpose of
registration and hypothification purposes.
As the Driving school pie chart shows, 28% of the driving school vist RTO for the purpose of licensing,
17% vist for hypothification, 26% vist for transfer purposes, 26% vist for the purpose of fitness check
and 3% vist for the purpose of registration.
27%
44%
10%
7%
12%
PUBLIC
HYPOTHIFICATI
ON
LICENSING
FC
REGISTRATION
50%
0%0%
50%
0%
AUTOMOBILE
DEALERS
HYPOTHIFICATI
ON
LICENSING
FC
17%
28%
26%
3%
26%
DRIVING SCHOOL
HYPOTHIFICATION
LICENSING
FC
REGISTRATION
TRANSFER

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PIE CHART 10
To identify whether all the users of RTO have any problem, the above question was asked to the
respondents of different focus group. As the above pie chart portrays, around 73% of the respondents
had some problem with the RTO office, and around 27% dint have any problem with the RTO. To
analyze it with respect to the focus group the response was segregated according to the 3 focus group.
GRAPH 3 GRAPH 4
0 5 10 15 20
yes
no
PUBLIC
0 5 10 15
yes
no
AUTOMOBILE DEALERS

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GRAPH 5
As the above grapgh shows, out of 23 public respondents around 19 of them had stated yes and aroound
4 have stated no. Out of 10 driving school respondents 8 of them said they dint have any problem with
the RTO, and 2 of them respondend yes.In the automobile dealers category around 13 of them said yes
and 1 said no
GRAPH 6
To understand the user experience of the potential users of RTO office the respondents were sked to
rate the service of RTO on the scale of 1 to 5 1 being the worst and 5 being excellent.
As the above chart shows, out of 50 respondents 1 responded with 1, 8 of them rated 2, 23 of them
responded 3 and 15 rated 4.
0 5 10 15
yes
no
AUTOMOBILE DEALERS

15
PIE CHART 13
The above pie charts represents the response from different focus groups. The first pie charts says about
how the public responded to the question about the performance of the RTO. As we see, 57% of the
public respondents rated 3 for the work of RTO, 26% rated 2 and 17% of them rated 4.
The second pie chart is of the response from the driving school people who visit the RTO office.
70% of them rated 4 and 30% of them rated 3.
The third chart is of the respondents who belong to automobile dealers. 50% of them rated the service
3, 29% rated 4, 14% rated 2 and 75 of them rated 5.
26%
57%
17%
PUBLIC
a1 a2 a3 a4 a5
30%
70%
DRIVING SCHOOL
a1 a2 a3 a4 a5
7%
14%
50%
29%
AUTOMOBILE DEALER
a1 a2 a3 a4 a5

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GRAPH 7
To identify what sort of problems the users of RTO face while visiting the RTO office the respondents
were given a choice of 8 common problems in the RTO office and asked to choose among those 8
problems. The above chart portrays the response for the question. Around 57% of the respondents say
the face delay in work, around 34% of them say they have errors or mistakes in the work, around 13%
of them say the job is not done, around 4% of them say it is costly, around 40% feels the RTO
procedures are lengthy, around 8% face disrespect with the RTO officials, around 42% of them face
long waiting line, 40% of them face website errors and around 4% face no problem with the RTO.

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GRAPH 8
To understand the satisfaction level of the RTO users, the respondents were asked to rate their
satisfaction level. As the above graph portrays, 4% of the total respondents rated 1, around 10% rated
2, around 49% rated 3, around 36% rated 4 and none of them rated 5.
This graph shows that majority of the RTO users are not satisfied with the service. Most of the
respondents rated 1-3 and only very few rated 4.
17%
61%
22%
PUBLIC
a1 a2 a3 a4 a5
20%
80%
DRIVING SCHOOL
a1 a2 a3 a4 a5

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PIE CHART 16
The above pie chart displays the satisfaction level of different focus groups. The first pie chart
represents the satisfaction level of the general public who visit RTO office. As it shows, 61
% of the general public rated 3, 22% of them rated 2 and only 175 of them rated 4.
The second pie chart is of the drivin schools who visit RTO office. 60% of the driving school people
has rated 4, and 40% of them rated 3.
The third pie chart shows the satisfaction levels ratings of automobile dealers. Around 50% of them
rated 3, 29% rated 4, 14% rated 2 and 7% rated 1.
GRAPH 9
7%
14%
50%
29%
AUTOMOBILE DEALERS
a1 a2 a3 a4 a5

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To depict the performance level of the RTO the feedbacks from the users were asked. The respondents
were asked to rate the work of the RTO to identify the quality of their work.
As the above graph shows, around 51% of the respondents rated 3, 345 of them rated 4, 13% of them
rated 2 and around 2% of them rated 1.
PIE CHART 19
To identify the the variations among the different focus groups, the qualitative ratings of the respondents
were categorized according to the focus groups. The above pie charts respresnts the responses of
different focus groups.
The first pie chart shows the responses from the public. 65% of the general public has rated 3, 18% of
them rated 2, 17% of them rated 3.
18%
65%
17%
PUBLIC
a1 a2 a3 a4 a5
20%
80%
DRIVING SCHOOL
a1 a2 a3 a4 a5
7%
14%
50%
29%
AUTOMOBILE DEALERS
a1 a2 a3 a4 a5

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The second pie chart is of the driving school people. About 80% of them have rated 4 and 20% of them
rated 3.
The third pie chart portrays the responses of the automobile dealers. About 50% of them rated 3, 29%
of them rated 4, 14% of them rated 2 and about 7% of them rated 1.

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FINDINGS
In recent days the population of motor vehicles in the city is rapidly increasing in a increasing rate.
RTO is the government organisation which governs, controls and authorise the road transport in india.
As the population also increases day by day the crowd in the RTO offices is huge. Due to which the
efficiency is affected and the quality is compramised. This research was taken up to identify the errors
or problems faced by the potential users of the RTO and apply the oprations concept to improve the
efficiency. For the purpose of the research, the researcher categorised the potential users into 3 focus
group like general public, driving school, automobile dealers.
The focus group was created to identify which among the three is facing more problems and to identify
the difference in the errors and variations.
The above analysis states that the RTO ( meenambakkam, chennai) is not functioning efficiently and
the users are dissatisfied with the servicces.
PIE CHART 20
As the above pie chart shows almost 72% of the whole crowd who vist the RTO office are facing /faced
problems with the RTO.
To identify what sort of problems are being faced the respondents were asked to choose different set of
problems faced.

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GRAPH 10
As the above graph portrays the response for the question. Around 57% of the respondents say the face
delay in work, around 34% of them say they have errors or mistakes in the work, around 13% of them
say the job is not done, around 4% of them say it is costly, around 40% feels the RTO procedures are
lengthy, around 8% face disrespect with the RTO officials, around 42% of them face long waiting line,
40% of them face website errors and around 4% face no problem with the RTO. This shows that the
RTO’s performance is poor and inefficient. As per the above graph the highest number of chosen
problem is delay. It means that the RTO doesn’t do the job in time and the whole process is delayed
due to some reason.The next highest chosen problem is long waiting line. This shows that the process
are slow and the users had to wait in a long queue for a long time to get their work done. The third
highest problem chosen my maximum number of respondents werewebsite error. Due to over populated
website access at the same time, the website crashes and shows errors.

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Over all, all most every one who vist the RTO office face some problem or the other but particullarly
the public focus group face more discomfort and problems than that of the other 2 focus groups( driving
school and automobile delaers).
GRAPH 11 GRAPH 12
GRAPH 13
As the above graphs displays, the general public who visit the RTO office responded yes more than that
of the other 2 focus groups.
the common problems stated by all the three focus groups are isted below.
PROBLEMS IN RTO OFFICE
1. Slow processing of DL:
The process of getting a DL is a very lengthy and slow process. It takes at least 3-4 days to
complete the registration process and do the test to get a DL
2. Long waiting period:
As the day to day crowd is huge in the RTO office the waiting period for each process is very
long. It takes a whole day to even settle a small work.
0 5 10 15 20
yes
no
PUBLIC
0 5 10 15
yes
no
AUTOMOBILE DEALERS
0 5 10 15
yes
no
AUTOMOBILE DEALERS

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3. Un trackable order or process:
When a person is registered for getting a DL or number plate or any other order. The order is
totally un trackable. He has to wait until he gets a message from the respective officer or the
worker.
4. Poor infrastructure:
The IT, operations and the building infrastructure is very poor, the ERP they use is very slow
and out dated. The building is also spilt in a very confused manner which makes the customer
go to various places to accomplish one task.
5. Poor hierarchy of work process
As mentioned earlier, the process is very complicated and twisted one has no basic clue to get
things done in the RTO office as the hierarchy and the officer placement is in a confused
manner
6. Middle men
The problem of middle men to make things easier is also a problem for the other customer, the
Driving schools, agents are cutting the line of many customers so as to finish the process of
their clients.
7. Physical record maintenance
Most of all as there are many manual/physical maintenance of records in paper, it takes up lot
of space in the office. It takes lot of time to search for one particular information.
8. Out dated RC DL
They are still issuing the out dated format of RC and DL which is also a problem when it
comes to tracking the vehicle or the person.
9. Insufficient counters
The no of counters in the RTO office is insufficient as the users of the premises are increasing
day by day.

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SUGGESTIONS/ RECOMMENDATIONS
As the above analysis of the research portrays the problems in the RTO office that causes the
inefficiency in their performance. The management concepts can be applied to the problems to solve
the inefficiency and increase the quality and performance of this particular organization.
Some of the suggestions that are given by the respondents are:
nil (3)
More counters (3)
more counters
less paper work
should have more no of counters
less procedures and paper work
the process should be forwarded fast
better website management
crowd management should be improved
staffs should be trained to behave properly
should educe the procedures
Better quality of infrastructure
they can turn some of their functions to online
improve the infrastructure
they should imrprove the capcity to manage crowd and staffs should be trained to avoid mistakes
they should reduce the procedures for senior citizens and have separate counters
better infrastructure
hypothification and transfers can me made online
every record can be made online
they can make some process online
separate counter should be there for car dealers
process can be made online
more staffs can be employed
Pleasant attitude of staff
Rectify the website errors
Improvement in infrastructure
separate counters for driving school
more features in websites like online receipt and form collection
Standardized process flow to reduce duration.
Improve pace of activities
Better communication and co-ordination among staff
Bigger infrastructure
online collection for certificates and docs
Better websites
Smart cards can be used instead of paper and every transactions can be made online
All the procedures can be made online
better websites and simplified procedures

26
they can shorten the procedures
they should have better seating arrangements for those people who wait
crowd should be managed
they should work fast
they can bring up the rc book and license in one card
they should have more skillful staffs and infrastructure
Some of the viable suggestions that can be considered to make the RTO efficient and which can increase
the performance and productivity rate to manage the queue are:
CROWD MANAGEMENT:
One of the biggest problems in the RTO is the long waiting line and processing time. This can be
managed by adding extra counters for all the processes in the RTO. Recruiting new staffs or reallocating
staffs from non performing departments will help to run the process fast and reduce the waiting line.
ONLINE SERVICE:
Some of the process can be shifted to online portals to reduce the work of the RTO staffs, like
registration, applications, fees payments, and some major process like hypothification, NOC, duplicate
certificates etc. which will help in reduction of queue in the RTO office and lessen the work for the
staffs.
TRACKING:
Generally people feel their work is not done on time or it is delayed as they are not able to track the
process and they are not aware of the steps for the particular process as General public visit the RTO
rarely thus steps of instructions and process tracking system can be installed which will help the users
to track their process levels and make it easy for them to go through the process.
DIVISIONS IN DEPARTMENTS:
As the RTO is used by only 3- 4 focus groups like general public, driving school, automobile dealers
and RTO agents, the departments can be divided into different groups just to address the different focus
groups. Which will help in reducing the waiting line and process time as the general public can visit the
public service department so that the driving school people can’t interfere in this line. It is said that
driving school people comes with many applications of its own customer in-between the general public
line which increases the waiting period of the common man.
INFRASTRUCTURE:
The que which waits for the process has been made to stand for a long time, which basically irritates
and creates chaos. To avoid this the RTO can improve their infrastructure and make arrangements for

27
the que to sit/wait in a hall which has basic amenities like fan, lights, seating arrangements, water
dispenser, and television to display the token numbers.
SMART ACCESS:
The RTO still uses the old formats for the registration certificates and licensing where in the other RTO
started using the smart card technology. This can improve the quality of the services provided by the
RTO an increase the security too.
IT INFRASTRUCTURE:
The RTO still uses the outdated software and computers for their work purposes, the internet is slow
dud to which the process is slowed down. The major drawback is that the system hangs more often and
the files get corrupted easily due to lack in system upgrades and lack of data management.
The RTO still holds the physical records and data which are stored in a room in the form of paper and
books. Which makes it difficult for the personals to find any data. All these physical data can be
converted to electronic formats which reduces the storage spaces and easy to find when needed.
ATTITUDE OF THE STAFFS:
Due to work pressure and more crowd the employees get frustrated and irritated easily which impacts
the consumers or the users of the RTO service.
HR, soft skill and Organizational behavior trainings and workshops can be given to the staffs so to
improve the attitude and behavior toward the consumers.
TRAINING
The employees of the RTO can be given computer training and six sigma training to increase the
efficiency of their work and manage errors which will improve the overall quality of the RTO services.

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CONCLUSION
The research was done to identify the problems faced by the users of the RTO services and apply
management and operation concepts to improve the quality and performance. This research identifies
that that the RTO ( Meenambakkam, Chennai) has many problems like delay in work, mistakes in the
services, long waiting line, website errors, disrespect by the staffs, lengthy procedures, The research
also identifies that the general public face more problems than that of the driving school people and the
automobile dealers. This proves that the clash of all the three focus group at the same time creates the
problem and also the poor IT and physical infrastructure are major reasons for the problems. Any how
these problems can be resolved by identifying the bottlenecks and by applying management and
operations concepts to the work flow and the procedures.

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REFERENCE
P., & D. (2017, July). E governance for Regional Transport Offices in India. Retrieved from
http://www.ijsrp.org/research-paper-0717/ijsrp-p6748.pdfju
Vijisha P. O, Dr. A.V Senthil Kumar. RTO Office Management System. Retrieved from
https://www.ijarnd.com/manuscript/rto-office-management-system/
Dr. Mahesh C. Dabre. Impact of Information Techonology on the Efficency of Employees in
Regional Transport Office, Akola (M.S.). Retrieved from
https://www.omicsonline.org/open-access/the-impact-of-information-technology-on-job-related-
factors-lik-ehealth-and-safety-job-satisfaction-performance-productivity-andwo-2167-0234-
1000171.php?aid=69309&view=mobile
Gupta. Dr. A.K.,( 2007),Management Information System ,Third Edition, S. Chand & Company
Ltd., Mumbai.
Khanka S.S., (2005), Organisational Behaviour, First
Edition, S. Chand & Company Ltd., Mumbai.
Murthy C.S.V., (2003), Management Information System, First Edition, Himalaya Publishing
House, Mumbai.
Nair S.R., ( 2004), Organisational Behaviour - Text and Cases, First Edition, Himalaya Publishing
House, Mumbai.
www.worldometers.info/world-population/india-population
J. R. L. F. L.-R. Gil-García, "Towards a Definition of Electronic Government: A Comparative
Review.," 2003.
www.worldometers.info/world-population/india-population.
S. H. Schelin and G. D. Garson., "E-Government: An Overview. Public Information Technology:
Policy and Management Issues," PA, Idea Group Publishing, 2003.
S. C, J. Palvia and Sushil S.Sharma, "E-Government and E-Governance : Definitions/Domain
Framework and Status around the world".
M. J. Moon, "The Evolution of E-Government Among Municipalities: Rhetoric or Reality?," Public
Administration Review, 2002.
Ms.Deepali K.Mankar. A Study of Officers Work Culture in Regional Transport Offices (R.T.O.’s)
in Western Vidarbha Region. Retrieved from
https://www.worldwidejournals.com/paripex/recent_issues_pdf/2014/September/September_2014_1
411473296__74.pdf.

30
ANNEXTURE
NAME: AGE OCCUPATION DOYOUBELONGTOANYOFTHEOPTIONSBELOW? WHATKINDOFVEHICLEFORWHICHYOUUSERTOFOR?
anbumani 20-30 business AUTOMOBILEDEALER LMV-PRIVATE(CAR,SUV,VAN)
muralidharan 30-40 salesmanager AUTOMOBILEDEALER LMV-COMMERCIAL(CAR,SUV,VAN);HMV-(LORRY,BUS,TRAILER)
shriram 20-30 privatecompany PUBLIC 2WHEELER
sairam 30-40 business PUBLIC LMV-PRIVATE(CAR,SUV,VAN)
karthikeyan 40-50 hrmanager PUBLIC LMV-PRIVATE(CAR,SUV,VAN)
kumerasan 20-30 marketingmanager PUBLIC LMV-PRIVATE(CAR,SUV,VAN)
latha 0-20 student PUBLIC 2WHEELER
shrilalitha 30-40 housewife PUBLIC 2WHEELER
muthulingam 20-30 business PUBLIC LMV-PRIVATE(CAR,SUV,VAN);LMV-COMMERCIAL(CAR,SUV,VAN)
Harish 0-20 Student PUBLIC 2WHEELER;LMV-PRIVATE(CAR,SUV,VAN)
rajeshwari 20-30 assuranceexecutive PUBLIC 2WHEELER
kushbooramalingam 40-50 homemaker PUBLIC LMV-PRIVATE(CAR,SUV,VAN)
jayashree 30-40 assistantmanager PUBLIC 2WHEELER;LMV-PRIVATE(CAR,SUV,VAN)
sundaram 50ANDABOVEretiredpostmaster PUBLIC 2WHEELER
kishore 40-50 regionalsalesmanager PUBLIC LMV-PRIVATE(CAR,SUV,VAN)
maheshbabu 20-30 procurementmanager PUBLIC 2WHEELER
sethupathi 30-40 bpo PUBLIC 2WHEELER
mathew 30-40 voiceprocess PUBLIC LMV-PRIVATE(CAR,SUV,VAN)
abdhul 30-40 salesexecutive AUTOMOBILEDEALER LMV-PRIVATE(CAR,SUV,VAN)
ashiim 30-40 salesexecutive AUTOMOBILEDEALER LMV-PRIVATE(CAR,SUV,VAN)
ramesh 20-30 salesexecutive AUTOMOBILEDEALER LMV-PRIVATE(CAR,SUV,VAN)
gopalakrishnan 30-40 salesexecutive AUTOMOBILEDEALER LMV-PRIVATE(CAR,SUV,VAN)
Manikkam 30-40 Salesmanager AUTOMOBILEDEALER LMV-PRIVATE(CAR,SUV,VAN)
Rajarathinam 40-50 Salesmanager AUTOMOBILEDEALER LMV-PRIVATE(CAR,SUV,VAN)
Ramalingam 20-30 Manager AUTOMOBILEDEALER LMV-PRIVATE(CAR,SUV,VAN)
Sundar 20-30 Salesexecutive AUTOMOBILEDEALER LMV-PRIVATE(CAR,SUV,VAN)
krishnamoorthy 30-40 salesmanager DRIVINGSCHOOL 2WHEELER;LMV-PRIVATE(CAR,SUV,VAN);LMV-COMMERCIAL(CAR,SUV,VAN);HMV-(LORRY,BUS,TRAILER)
krishnakumar 20-30 admin DRIVINGSCHOOL 2WHEELER;LMV-PRIVATE(CAR,SUV,VAN);LMV-COMMERCIAL(CAR,SUV,VAN)
ragu 30-40 business DRIVINGSCHOOL 2WHEELER;LMV-PRIVATE(CAR,SUV,VAN);LMV-COMMERCIAL(CAR,SUV,VAN)
Ramkumar 30-40 Salesmanager AUTOMOBILEDEALER LMV-PRIVATE(CAR,SUV,VAN)
P.Ranganath 30-40 Manager AUTOMOBILEDEALER LMV-PRIVATE(CAR,SUV,VAN)
U.Palani 20-30 Salesexecutive AUTOMOBILEDEALER LMV-PRIVATE(CAR,SUV,VAN)
Prithvi 40-50 Manager AUTOMOBILEDEALER LMV-PRIVATE(CAR,SUV,VAN)
dinesh 20-30 manager DRIVINGSCHOOL 2WHEELER;LMV-PRIVATE(CAR,SUV,VAN)
srinivasan 30-40 administration DRIVINGSCHOOL 2WHEELER;LMV-PRIVATE(CAR,SUV,VAN);LMV-COMMERCIAL(CAR,SUV,VAN);HMV-(LORRY,BUS,TRAILER)
nathan 20-30 administration DRIVINGSCHOOL 2WHEELER;LMV-PRIVATE(CAR,SUV,VAN);LMV-COMMERCIAL(CAR,SUV,VAN)
venkatesh 30-40 business DRIVINGSCHOOL 2WHEELER;LMV-PRIVATE(CAR,SUV,VAN);LMV-COMMERCIAL(CAR,SUV,VAN)
bala 20-30 admin DRIVINGSCHOOL 2WHEELER;LMV-PRIVATE(CAR,SUV,VAN);LMV-COMMERCIAL(CAR,SUV,VAN)
gurusamy 20-30 adminstaff DRIVINGSCHOOL 2WHEELER;LMV-PRIVATE(CAR,SUV,VAN);LMV-COMMERCIAL(CAR,SUV,VAN);HMV-(LORRY,BUS,TRAILER)
ganesh 30-40 business DRIVINGSCHOOL 2WHEELER;LMV-PRIVATE(CAR,SUV,VAN);LMV-COMMERCIAL(CAR,SUV,VAN);HMV-(LORRY,BUS,TRAILER)
leela 30-40 homemaker PUBLIC 2WHEELER
uma 30-40 licagent PUBLIC LMV-PRIVATE(CAR,SUV,VAN)
sathya 30-40 ITanalyst PUBLIC LMV-PRIVATE(CAR,SUV,VAN)
ahnmugam 20-30 softwareengineer PUBLIC LMV-PRIVATE(CAR,SUV,VAN)
shankaranarayanan 20-30 storemanager PUBLIC 2WHEELER;LMV-PRIVATE(CAR,SUV,VAN)
gireesh 0-20 student PUBLIC 2WHEELER
murugesan 40-50 driver PUBLIC LMV-COMMERCIAL(CAR,SUV,VAN)

31
HOWOFTENDOYOUVISITRTOOFFICEPURPOSEOFVISITTOTHERTOOFFICE HAVEYOUENCOUNTEREDANYSORTOFPROBLEMORDELAYWITHTHERESPECTIVEDEPARTMENTOFRTO?ONTHESCALEOF1-5(1BEINGWORST&5BEINGEXCELLENT)HOWWOULDYOURATETHEWORKOFRTOWHATTYPEOFPROBLEMSHAVEYOUFACEDWITHTHERTO?
EVERYWEEK REGISTRATIONOFVEHICLE;TRANSFER;HYPOTHIFICATION YES 2DELAY;MISTAKE;JOBNOTDONE;LENGTHYPROCEDURES;DISRESPECT;LONGWAITINGLINE;WEBSITEERRORS
EVERYWEEK REGISTRATIONOFVEHICLE;TRANSFER;HYPOTHIFICATION YES 3DELAY;WEBSITEERRORS
ANNUALLY LICENSING;HYPOTHIFICATION YES 2DELAY;LENGTHYPROCEDURES;LONGWAITINGLINE;WEBSITEERRORS
ANNUALLY FITNESSCHECK YES 4LENGTHYPROCEDURES;LONGWAITINGLINE
ANNUALLY LICENSING;REGISTRATIONOFVEHICLE;FITNESSCHECK;HYPOTHIFICATION YES 3DELAY;JOBNOTDONE;LONGWAITINGLINE;WEBSITEERRORS
ANNUALLY REGISTRATIONOFVEHICLE;FITNESSCHECK;TRANSFER;HYPOTHIFICATION NO 4MISTAKE
SEMIANNUALLY LICENSING YES 3DELAY;LENGTHYPROCEDURES;LONGWAITINGLINE
EVERY5YEARS LICENSING YES 2DELAY;MISTAKE;JOBNOTDONE;LENGTHYPROCEDURES;LONGWAITINGLINE
SEMIANNUALLY FITNESSCHECK;HYPOTHIFICATION YES 2DELAY;LENGTHYPROCEDURES;DISRESPECT;LONGWAITINGLINE
EVERY5YEARS LICENSING NO 2DELAY
ANNUALLY LICENSING;TRANSFER;HYPOTHIFICATION YES 3DELAY
EVERY5YEARS LICENSING;HYPOTHIFICATION NO 4noproblem
ANNUALLY LICENSING;REGISTRATIONOFVEHICLE;TRANSFER;HYPOTHIFICATION YES 3DELAY;MISTAKE;JOBNOTDONE;LONGWAITINGLINE;WEBSITEERRORS
EVERY5YEARS LICENSING YES 2DELAY;LENGTHYPROCEDURES;LONGWAITINGLINE
EVERY5YEARS LICENSING;FITNESSCHECK;HYPOTHIFICATION NO 4none
ANNUALLY TRANSFER;HYPOTHIFICATION YES 2DISRESPECT;LONGWAITINGLINE
ANNUALLY FITNESSCHECK;TRANSFER;HYPOTHIFICATION YES 3MISTAKE;LENGTHYPROCEDURES;LONGWAITINGLINE;WEBSITEERRORS
ANNUALLY LICENSING;TRANSFER YES 3JOBNOTDONE;LONGWAITINGLINE
EVERYWEEK REGISTRATIONOFVEHICLE;HYPOTHIFICATION YES 3DELAY;MISTAKE
EVERYWEEK REGISTRATIONOFVEHICLE;TRANSFER;HYPOTHIFICATION YES 3MISTAKE;WEBSITEERRORS
EVERYWEEK REGISTRATIONOFVEHICLE;TRANSFER;HYPOTHIFICATION YES 3DELAY
EVERYWEEK REGISTRATIONOFVEHICLE;HYPOTHIFICATION NO 4DELAY
EVERYWEEK REGISTRATIONOFVEHICLE;TRANSFER;HYPOTHIFICATION YES 3DELAY;LENGTHYPROCEDURES
EVERYWEEK REGISTRATIONOFVEHICLE;TRANSFER;HYPOTHIFICATION YES 1COSTLY;DISRESPECT
EVERYWEEK REGISTRATIONOFVEHICLE;TRANSFER;HYPOTHIFICATION YES 3DELAY
EVERYWEEK REGISTRATIONOFVEHICLE;TRANSFER;HYPOTHIFICATION YES 4WEBSITEERRORS
EVERYWEEK LICENSING;FITNESSCHECK;TRANSFER;HYPOTHIFICATION NO 4DELAY;WEBSITEERRORS
EVERYWEEK LICENSING;FITNESSCHECK;TRANSFER;HYPOTHIFICATION NO 3MISTAKE
EVERYWEEK LICENSING;REGISTRATIONOFVEHICLE;FITNESSCHECK;TRANSFER;HYPOTHIFICATION YES 3DELAY;MISTAKE;WEBSITEERRORS
EVERYWEEK REGISTRATIONOFVEHICLE;TRANSFER;HYPOTHIFICATION YES 3LENGTHYPROCEDURES
EVERYWEEK REGISTRATIONOFVEHICLE;TRANSFER;HYPOTHIFICATION YES 4JOBNOTDONE
EVERYWEEK REGISTRATIONOFVEHICLE;TRANSFER;HYPOTHIFICATION YES 2DELAY;COSTLY;LENGTHYPROCEDURES;LONGWAITINGLINE
EVERYWEEK REGISTRATIONOFVEHICLE;TRANSFER;HYPOTHIFICATION YES 4MISTAKE
EVERYWEEK LICENSING;FITNESSCHECK;TRANSFER;HYPOTHIFICATION NO 4MISTAKE;WEBSITEERRORS
EVERYWEEK LICENSING;FITNESSCHECK;TRANSFER;HYPOTHIFICATION NO 4MISTAKE;WEBSITEERRORS
EVERYWEEK LICENSING;FITNESSCHECK;TRANSFER NO 4WEBSITEERRORS
EVERYWEEK LICENSING;FITNESSCHECK;TRANSFER NO 4MISTAKE;WEBSITEERRORS
EVERYWEEK LICENSING;FITNESSCHECK;TRANSFER NO 3MISTAKE;WEBSITEERRORS
EVERYWEEK LICENSING;FITNESSCHECK;TRANSFER YES 4DELAY;MISTAKE;WEBSITEERRORS
EVERYWEEK LICENSING;FITNESSCHECK;TRANSFER;HYPOTHIFICATION NO 4LENGTHYPROCEDURES;WEBSITEERRORS
EVERY5YEARS LICENSING;renewal YES 3DELAY;LENGTHYPROCEDURES;LONGWAITINGLINE;WEBSITEERRORS
EVERY5YEARS LICENSING YES 3DELAY;LENGTHYPROCEDURES;LONGWAITINGLINE;WEBSITEERRORS
EVERY5YEARS LICENSING;HYPOTHIFICATION YES 3DELAY;LENGTHYPROCEDURES;LONGWAITINGLINE
ANNUALLY LICENSING;FITNESSCHECK YES 3DELAY;MISTAKE;LENGTHYPROCEDURES;LONGWAITINGLINE

32
ON THE SCALE OF 1-5 (1 BEING SLOWEST 5 BEING FASTEST) HOW WOULD YOU LIKE TO RATE THE WORK OF RTOON THE SCALE OF 1-5 ( 1 BEING HIGHLY DISSATISFIED 5 BEING HIGHLY SATISFIED) HOW WOULD YOU RATE THE WORK OF RTOCONSIDERING THE STAFFS OF RTO ,HOW WOULD YOU LIKE TO RATE THEIR WORK ON THE SCALE OF 1-5( 1 BEING POOR TO 5 BEWHERE DO YOU THINK THE RTO SHOULD IMPROVE? (Eg: it should have better on line presence)
2 3 2 more counters
3 3 3 less paper work
2 2 3 should have more no of counters
3 3 3 less procedures and paper work
3 4 4 the process should be forwarded fast
4 4 4 better website management
2 3 3 crowd management should be improved
3 3 2 staffs should be trained to behave properly
3 3 3 should educe the procedures
2 1 2 Better quality of infrastructure
3 3 3 they can turn some of their functions to online
4 4 4 improve the infrastructure
3 2 2 they should imrprove the capcity to manage crowd and staffs should be trained to avoid mistakes
2 2 2 they should reduce the procedures for senior citizens and have separate counters
4 4 4 better infrastructure
3 3 3 hypothification and transfers can me made online
3 3 3 every record can be made online
3 3 3 they can make some process online
3 3 3 separate counter should be there for car dealers
3 4 4 process can be made online
3 3 3 more staffs can be employed
4 4 4 nil
2 2 3 More counters
1 1 1 Pleasant attitude of staff
3 3 3 More counters
3 3 3 Rectify the website errors
4 4 4 improvement in infrastructure
3 3 3 separate counters for driving school
3 3 3 more features in websites like online receipt and form collection
3 3 3 Standardized process flow to reduce duration.
4 4 4 Improve pace of activities
2 2 2 More counters
4 4 4 Better communication and co-ordination among staff
3 4 4 bigger infrastructure
4 4 4 online collection for certificates and docs
4 4 4 better websites
4 4 4 smart cards can be used instead of paper and every transactions can be made online
4 4 4 nil
4 4 4 all the procedures can be made online
4 4 4 better websites and simplified procedures
3 3 3 they can shorten the procedures
3 3 3 they should have better seating arrangements for those people who wait
3 3 3 crowd should be managed
3 3 3 they should work fast
3 3 3 they can bring up the rc book and license in one card
3 4 3 they should have more skillful staffs and infrastructure

33
every week semi annually annually every 5 yrs
public 0 2 9 12 23
driving school 10 0 0 0 10
automobile dealer 14 0 0 0 14
47
HYPOTHIFICATION LICENSING FC REGISTRATION TRANSFER
PUBLIC 11 18 4 3 5 41
DRIVING SCHOOL 6 10 9 1 9 35
AUTOMOBILE DEALER 14 0 0 14 0 28
yes no
public 19 4 23
driving school 2 8 10
automobile dealers 13 1 14
47
a1 a2 a3 a4 a5
PUBLIC 0 6 13 4 0 23
a1 a2 a3 a4 a5
PUBLIC 0 4 14 5 0 23
a1 a2 a3 a4 a5
PUBLIC 0 4 15 4 0 23
DRIVING SCHOOL 0 2 8 0 10

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