Page 5 - DDS The Scoop May 2020

THE SCOOP | MAY 2020

CONTINUING TO SERVE!

More than 94 thousand online/mobile app transactions have been processed since the March 14th Public Health
Emergency.
During the month of April, 32 thousand customers have been served by appointment only.
The Contact Center volume has increased during this period and the Agents are rising to the challenge handling
156,209 calls in April!
Regulatory Compliance implemented a new program called the "Even Exchange Program" (Knowledge Test
Waiver) that allows qualified military drivers to be exempt from the knowledge test for obtaining a CDL. When
used with the Military Skills Test Waiver, this allows a driver to exchange a military license for a CDL, without hav-
ing to take any additional tests.
Records Management has assisted over 55 thousand customers by processing Medical Certificates, Mail-In
Reinstatements and assisting Medical Review customers.
In addition to servicing the Agency's needs, IT has launched additional Online Services Options for this emergency
period including expanding the customer appointment system and the ability for new drivers to exchange a CP/
Permit for a Class D License.
The new Online Option for new drivers to exchange their CP for a D license broke DDS records with over 10,000
transactions the first day.
DRIVES continues to be on time and in Green Status. Finance continues to function in addition to assuming the
new duties involving PPE and making our workspaces safe. HR and Legal have adapted to the new work standard
scaling down NEO class sizes and interacting with Courts that may not be fully operational.

Americus Says Wash Your Hands!

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