Page 17 - FY2017 Annual Report GA Department of Driver Services (DDS)

For the Future

• Major Projects
The Agency will continue to work on advancing major projects such as DRIVES, procuring a new Card Production
Service (CPS) and launching the DDS Mobile Services App, DDS 2 GO.

• Online Road Test Reservations
DDS will initiate a Request for Proposals (RFP) for a vendor to supply an online reservation system for customers to
schedule, cancel and/or change road test appointments. Customers will be able to manage their road test
appointments from a computer or mobile device eliminating the need for calls to the Contact Center.

• Facility Improvements
▪ DDS continues to improve the environment for our team members and customers. A partnership with Fulton
County replaced the outdated Sandy Springs customer service center with a new state-of-the-art center in
Alpharetta. (September 2017)
▪ The Gainesville, Hall County, CSC is flagged for remodeling and an expansion of the CDL pad.
▪ The Atlanta CSC is in need of additional customer parking.
▪ Athens, Clarke County, is slated for relocation to a more modern, spacious facility.

• Partnership for Identity Security (National Strategy for Trusted Identities in Cyberspace)
DDS partners with GA Department of Revenue (DOR), the Georgia Technology Authority (GTA), and MorphoTrust to
pursue a federal, grant-funded project to investigate utilizing Electronic ID (eID) to reduce tax refund theft and identity
fraud.

• The Customer Contact Center plans to initiate a new training program aimed at improving answer reliability and
also improve customer wait times. In addition, a call back feature is planned for customers who choose to request a
call back in lieu of waiting on hold for the next available agent.

• Safety and Security
DDS will continue to ensure the safety of team members by offering Safety Training. Classroom and video instruction
on CPR and AED will provide all team members with a basic understanding to follow if called upon to be a first
responder. The Office of Investigations (OIS) will provide two-hour Active Shooter Training that also includes bomb
threats, suspicious packages, and other situations to all team members statewide.

17 | P a g e