DEPARTMENT OF MANAGEMENT STUDIES

PONDICHERRY UNIVERSITY

RTO Office – Public Systems Management

Submitted to: Dr. L. MOTHILAL

Submitted by,
KAMALAKKANNAN G
Section – B
MBA - II Year
INTRODUCTION:

The first Indian Motor Vehicle Act was passed in 1914 with only 18 Sections. However, the Motor
Vehicle Act, 1939 laid the foundation of formal administrative machinery in road transport which
functions till date. The Act, besides enforcing restrictions on the movements of vehicles on road in terms
of registrations, licensing, permits and penalties in elaborate procedures and rules, ensured the creation
of State and Regional Transport Authorities at State and District level all over the country for the first
time, of course, in complete collaboration with Police department. Since then, the administrative
structure of the road transport in the State has been reshaped, streamlined and more reorganized.

With around 6000 vehicle registrations in Chennai Anna Nagar RTO office alone per week and annual
generation of more than Rs 300 crores revenue for the State, the administrative machinery of the road
transport department of the State of Tamil Nadu occupies an important position in the state
administrative system. Its administration is manned by combined network of civil servants, automobile
engineers, police personnel, statisticians and judicial experts.

There are 65 RTOs, whose offices are located in different parts of Tamil Nadu keeping the public
convenience in mind and vehicle population within the region. The staffing pattern of each RTO includes
one Regional Transport Officer (RTO), Inspector of Motor Vehicle IMV, Additional RTO (Enforcement),
Additional RTO (General), Assistant RTO, Traffic Inspectors, Traffic Sub-Inspectors and Constables
(Enforcement). RTO is in overall charge of transport administration in the region. They act as the key
personnel in field offices to enforce the Motor Vehicle Act and Rules.

As per the RTO it should take 770 minutes for issuing the Driving License, where as actually it takes
1200 minutes. But through the agent it takes 240 minutes throughput time.
HIERARCHY:

Commissioner of Transport

Joint Commissioner of Transport

Deputy Commissioner of Transport

Road Transport Officer

Inspector of Motor Vehicle

Additional Road Transport Officer

Assistant Road Transport Officer

Traffic Inspectors

Traffic Sub – Inspectors

Traffic Constables
SERVICES PROVIDED BY R.T.O.:

Regional Transport Office provides the following services:

 Related to Driving License:
 Issuing learner license.
 Renewal of learner license.
 Issuing driving license.
 Renewal of driving license (issued in same and other office).
 Endorsement in driving license.
 Noting change of address in learner and driving license.
 Issuing International driving permit.
 Conductor license and other related services.
 Related to Registration of Vehicles
 Temporary registration of vehicles.
 Permanent registration of vehicles.
 Transfer of ownership.
 Entry of hypothecation/ hire-purchase/ lease agreement.
 Termination of hypothecation/ hire-purchase/ lease agreement.
 Change of address.
 Issue of no objection certificate.
 Issue of clearance certificate and related transactions.
 Collection of Tax
 Enforcement activities under MV Act.

GLITCHES IN THE OPERATION:

a) Medical Certificate needs to be obtained from a Govt. Medical officer. This includes the eye test.
Getting a certificate is not any easy task. You need to have the id proof, data of birth certificate
etc. Government doctors are always busy and getting their time for the certificate is difficult. So
it takes at least a day to get the certificate. Agents have contact government doctors and make
the work easy and hardly take 1 hour for getting the medical certificate. Medical fitness is
required after certain age (could be > 55 years).
 b) It is found that due to incorrect documentation there is long queue in the RTO office counter.

RTO officials take more time in interacting with the customer for correcting the documents and
specifying the necessary documents. To avoid this proper check list should be displayed at the
entrance and all the prominent places inside the office.

c) After the photo session is over, creation of the Learner’s License lamination is taking more time.
This is due to improper lamination equipment available in RTO office. Lamination for each
Learner’s License or Driving License should not take more than 5 minutes. Now it is taking more
than 1 hour and not sure whether it is delivered to customers on the same day.

d) The location of driving test and RTO office is separated by 6kms. Every alternative day Motor

Vehicle Inspector goes to the driving test site and spent time between 8am till 12pm. After the
test is over the Motor Vehicle Inspector reports are submitted to the RTO office with the results.
The information is entered into the system and the photo session is proceeded. For the final
Learner’s License or Driving License, RTO and Motor Vehicle Inspector need to complete the
approval process. This process takes at least one day.

SUGGESTIONS FOR IMPROVEMENT:

a) The benefit of submission of the LL is that the customer does not need to go to the RTO office,
but still get the LL to start test driving the vehicle. The LL is generated automatically by the RTO-
LL system on the net based on the mandatory information required to submit. The soft copy of
the LL can be printed for the hard copy. The LL will not have the photograph and this LL can be
used along with the any other photo ID card. Initially it is valid for 2 week s and the fee and all
other documents, photo graph need to be submitted to the RTO office.

b) Help Desk (May I help you): This is a very important counter where many initial problems will
be resolved. So this counter needs well trained person to handle customers. This counter should
be at the entrance of the RTO office and easily identifiable. The proper guidance helps the
applicants to complete documentation and processing the LL and DL. The throughput can be
easily improved by using this kind of counter.
 c) Currently the road test area and the RTO office are separated by 6kms. Every alternative day
IMV goes to the testing site and spent 4-5 hours. Later the report is sent to RTO office. That
means all the files (around 200 – 300) have been kept with IMV for 4-5 hours and sent to RTO
office in a bulk. That creates a volume problem in RTO office to process further. It is proposed
that the testing site and RTO office should be in the same location to avoid such delay. In case
both office and test site are in the same location, then IMV does not need to pile up all the files.
He/she can pass on the single file to RTO office once the test is over. The same file will be easily
processed in RTO office without any issues. This will definitely improve the throughput.

d) The application and cash deposit counters needs to handle the people efficiently and need more
counters. This will be handling through the ticketing facility. Large display unit should display the
status of the request. This will help customers to understand the status and will stop them to
rush towards the counter just for information.

CONCLUSION:

RTO Cuddalore being the sole authority for issue of driving license for all the drivers of the city certain
amount of complacency has crept into his organization in rendering the service. The RTO hardly reviews
the quality of service rendered by the members of his organization. Hence a well-planned service
delivery mechanism, detailing each and every component in the cycle with predefined expectations and
norms can enhance the quality of service in issue of driving license.

RTO VISITED:

RTO Office : CUDDALORE

ADDRESS : Nellikuppam Main Road, Semmandalam, Cuddalore
PINCODE : 607 001