Neither of these two goals is perfect. Regardless of which goal you select, some people in your agency will find ways to cheat. And I don't mean by reporting false numbers; that's "dishonest cheating." Instead, clever employees might be able to somehow cut the maximum time people spend in line but, in the process, also increase the average time that people spend in line. Or other employees might figure out how to divert complaints from the governor's office to their own local office. This is "honest cheating": People figure out how to achieve the specified goal while ignoring (or, actually, undermining) the true purpose behind the goal.

Which should you choose: time in line or number of complaints? It doesn't make much difference. If your agency really cuts the length of the lines, that will also reduce the number of complaints received by the governor. And if the DMV is to reduce the number of complaints citizens send to the governor, it will have to cut the length of the lines.

So don't spend too much time debating which goal to choose. Instead, pick one and focus the organization on achieving it.

The Obvious Fixes: There are many things that you can do to improve the DMV's operations (and, thus, to reduce the lines and the complaints). Increase staff during peak periods of demand (early morning, lunch hour, late afternoon) by either staggering employee hours or hiring part-time workers. Extend the hours of operation into non-traditional (that is, non-bureaucratic) times — evenings and Saturdays. Create self-service kiosks in shopping malls and other convenient locations. And you might be able to employ even more sophisticated technology to cut service time.

Better still, you could develop different standard operating procedures that encourage people to never show up at a local DMV office at all. Have people conduct as much business as possible by mail or by phone. Offer a discount to people who renew their registrations by mail or the Internet.

But which fixes will be most effective? Which will do the most to reduce complaints? Which will do the most to reduce the time spent in lines? The answer isn't obvious.

This is why the goal is important. A specific goal provides a standard against which to test the various possible fixes. It provides a basis for choosing among the fixes with which your agency — and each local office — will experiment. And the goal provides a basis for deciding how helpful a specific fix actually is.

Moreover, a specific goal provides each local DMV office with the opportunity to take initiative — to experiment with different ways to reduce lines or complaints. Some fixes — particularly ones that involve changes in the division's standard operating procedures — will have to be implemented systemwide. But each local office has numerous ways that it can, on its own, reduce lines or complaints. And, when one office creates a useful fix, you can, by publicizing this success, both give that office credit and promote innovation throughout the department.

Your Mission: The mission of your agency has nothing to do with short lines or citizen complaints. The West Dakota Division of Motor Vehicles exists to enhance the safety of the drivers and passengers of cars, trucks and motorcycles, as well as the safety of pedestrians. Reducing the length of the lines or the number of complaints will do little to improve safety.

Still, before your agency can seriously attack any safety problems, it must first fix its obvious organizational deficiencies. It must cut both the lines and the complaints. Only when you have done those things will you have established the organizational credibility and created the sense of organizational competence necessary to tackle the more complicated task of improving traffic safety in West Dakota.

Agree or disagree? If you think you have a better way to deal with this month's Manager's Choice dilemma, or would like to expand on Bob Behn's approach, share your thoughts with other readers here. Send your solution to mailbox@governing.com. Please include your name, location, government or business title or job description, and a daytime phone number (for verification purposes).

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