Auditor Galloway releases report of common issues in contracted license offices

Missouri State Auditor Nicole Galloway today released a report of concerns identified in license offices throughout the state. The report compiled issues identified in audits of contract license offices since May 2015.   

"Missourians simply want efficient and effective service when visiting their local fee office to renew license plates, process vehicle titles or receive their driver's license," Auditor Galloway said. "Taking a general look at these common issues provides information to fee offices across the state about best management practices and ways to ensure taxpayer dollars are protected." 

The Missouri Department of Revenue is responsible for selecting agents to operate the 177 contract license offices in the state. These offices process transactions related to driver licenses, vehicle titles and license plates.

The report covers audits of 23 license offices completed over a two year period in locations throughout the state. Common concerns include:

• Sales tax calculations - errors when calculating appropriate sales tax amounts paid on vehicles registered through the license offices.

• Lack of oversight - failure to have a supervisory or independent review of financial transactions.

• Voiding transactions - not following all necessary steps when voiding a transaction after it is entered in the system but before payment is made.

• Accounting procedures - not recording the method of payment and not issuing receipts for driving record sales.  

• Inventory - failure to update inventory records of license plates, tabs, decals and permits. 

• Charitable donations - not ensuring staff inquire of each customer whether they are interested in making a donation. State law requires license offices to collect donations for the World War I Memorial Trust fund, and for the organ donor and blindness awareness programs.

• No fee IDs - failure to maintain an accurate or complete log of identification cards issued for no fee. 

Auditor Galloway will continue efforts to root out waste and mismanagement of taxpayer dollars. Individuals with concerns about their local fee office or other areas of government  may contact the State Auditor's Whistleblower Hotline at moaudit@auditor.mo.gov or by calling 800-347-8597. Concerns may also be submitted anonymously online at auditor.mo.gov/hotline.

The complete report is available here.                                  

For more information, contact: 

media@auditor.mo.gov