Abstract:

Project management is the discipline of planning, organizing, securing, managing, leading and controlling resources to achieve specific goals (kshama, 2018). Driver and Vehicle Licensing Authority is a semi-autonomous public sector organization that promote good driving standards and establish methods for the training and testing of driving instructors and drivers of motor vehicle and riders of motor cycles in Ghana. Of recent, there have been a lot of road accidents as a result of poor driving practices. This study is to address some of the contributing factors by analyzing the project management principles in the service organization by focusing on the process of issuing driver’s license by DVLA. Several literatures assess the concept of driving license.

300 respondents made up of employee and customers of the firm were sampled for the study. The mix method was employed in collection of data whilst the purposive sampling and simple random sampling techniques were used. The findings of the study indicate that an applicant is eligible for a driver’s license if he/she is 18 years and above and must have attended an accredited driving school.

The study found that, there are delays in the operations of DVLA due to the manual process they employ, the trend been currently used to register applicant and book them for exam and driving test as well as the time wasted in the printing and issuance of driver’s license. Customers are very dissatisfied with the manure of operation especially customer service and accessibility to information in the company.

keywords: Applicants, Driver and Vehicle licensing Authority, Probationary, Satisfaction, Semi-autonomous.

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