Page 11 - FY2017 Annual Report GA Department of Driver Services (DDS)

• Credit Card Usage for Safety at CSCs
DDS encouraged all team members to recommend credit or debit payment methods for customers statewide. This
eliminates the team members from handling nightly bank deposits and is ultimately safer for customers. A goal of 50%
credit card usage was surpassed in February 2017. 56.87% of customers are using credit as a payment option.

• Privatization of the Georgia Motorcycle Safety Program (GMSP)
In efforts to increase customer benefits and support our State’s economic development, a decision was made to move
rider training to private sponsors. The continued function of the GMSP will be to provide support, professional
development, and regulatory oversight. The restructuring will also enhance rider education statewide while
significantly reducing the program cost of operations.

• New & Improved Facilities
▪ Fayetteville, Fayette County - new center opened to serve the public on October 18, 2016. This replaces an
outdated and much smaller location.
▪ Decatur, Dekalb County - renovation
▪ Swainsboro, Emanuel County - remodeled for customer efficiency
▪ Valdosta, Lowndes County, (October2016) - remodeled to be more efficient and esthetically appealing for
driver examiners and customers.

• CDL Testing Expansion
A new CDL testing pad is scheduled to open at the existing Rome CSC for easier accessibility for the western part of
the state for customer convenience. (November 2017)

• Continued Focus on Call Center Performance Measures

FY2017 Contact Center Performance Statistics

Total Calls 1,605,969
Total Calls Answered 1,350,706

% Calls Answered within 180 seconds 59.58%

% Calls Abandoned 15.91%

Agent Average calls per hour 14.98

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