November 17, 2003

TO: All Tax Collectors and Tag Managers

FROM: Carl A. Ford, Director, Division of Motor Vehicles

SUBJECT: FRVIS Report Tips

Technical Advisory T03-10 covered new FRVIS reports that will assist managers with identifying incorrectly created or merged customers. After disseminating the TA, questions were asked about how to verify if a customer was created or merged incorrectly. Below are guidelines to use when verifying this information.

Merge Customer

The first step in verifying whether a merge is valid or not is to conduct a History Inquiry by the customer number of the source customer. The source customer is the one who has been merged or deleted. Since they were deleted, they no longer exist via Customer Inquiry; they only exist in History.

Compare the customer number of the deleted or "Source" customer to an Inquiry of the Target customer record. Indicators to verify are:

If you can determine that the customers should not have been merged, you should place a checkmark beside the transaction that was processed inappropriately.

Create Customer

Examine the application for a DL or FEID number. If one is available it should have been used.

Check to see if the clerk created the same customer multiple times.

Conduct a customer inquiry by name and see if multiple customers exist.

If you can determine that the customer should not have been created because one already existed, you should place a checkmark beside the transaction that was processed inappropriately. The incorrectly created customer should be merged into the correct customer.

Additional Tips

Tip 1

One of the most frequent questions we are asked on the Q&A Board is, "if a customer was a Florida resident with a DL who moved to another state and then returned to Florida with their out-of-state DL, should we create them as a new customer without a DL or make them get a DL before titling their vehicles?"

The answer is neither. You should always pull the existing Florida DL record to process the transaction and encourage the customer to obtain a new Driver License.

Tip 2

With the exception of when two individuals wish to be shown as one entity, lienholders should rarely, if ever have to be created. Perform a customer search by name if you don’t have the FEID or customer number on the application. If you DO have the FEID or customer number, follow these guidelines:

1. When the ELT block is not marked on the application and the address is the same as that of an ELT participant, select the ELT customer record.

2. When the ELT block is marked on the application and the address is similar, select the ELT customer.

Example: Application shows

US Bank NA

PO Box 2247

Oshkosh, WI 54902

The ELT List:

US Bank, NA

PO Box 3427

Oshkosh, WI 54903

3. When the ELT block is marked on the application and the addresses are dramatically different, select an existing ELT lienholder. When the system asks if the address is correct, answer, "no" and enter the address on the application for that specific transaction.

Example Application shows:

Educational Community Credit Union

1551 South 9th Street

Kalamazoo, MI 49009

The ELT List: Educational Community Credit Union

637 North Lee St

Jacksonville, FL 32204

4. When the ELT block is not checked and the addresses are dramatically different, select an existing non-ELT lienholder. When the system asks if the address is correct, answer, "no" and enter the address on the application for that specific transaction.

We hope this information is useful to you. If you have any further questions, please contact your Help Desk representative.

CAF:jwc