Page 27 - FY2017 Annual Report GA Department of Driver Services (DDS)

Field Operations

This Division manages the direct customer service activities and supporting processes that allow the issuance, renewal
or update of all Driver’s Licenses and Identification Cards. It is responsible for 67 customer service centers (CSCs) across
the state. Seven are part-time; nine offer CDL testing; 42 offer motorcycle testing. Full-service centers offer
reservations to conduct road test examinations; computer-based knowledge testing; the issuance or renewal of driver
licenses or identification cards; motor vehicle records; and reinstatement privileges. Seven CSCs are leased; ten are
state-owned; 35 are county-owned; and 15 are co-located with the Georgia State Patrol (GSP).

The Field Operations division also provides a Contact Center for customers; Help Desks for Driver Examiners and Managers;
Central Issuance; Card Quality Assurance; Systematic Alien Verification for Entitlements (SAVE) processes and Special
Issuance.

Contact Center
The Contact Center and two specialized Help Desks for citizens and field operations respond to inquiries, conduct problem
resolution and provide accurate and timely information. The goal is to provide information access to citizens who need to
make inquiries about a driver’s license, make reservations for road tests (automobile, motorcycle and CDL), assist
customers with DDS online processes, and to facilitate correction of citizens’ driver records. The Help Desks support the
CSC teams in facilitating customer transactions particularly with the identification requirements for Secure ID.

Central issuance
Central Issuance is responsible for quality assurance, working closely with the Card Production Facility. It ensures the
integrity of the licensing process by providing photo comparison and error correction. This unit also collaborates with the
Systematic Alien Verification for Entitlements (SAVE) homeland security database to verify non-citizen immigrant lawful
status and provides special issuance services for out-of-state military and students.

FY2017 Central Issuance Metrics Amount/%

Permanent Cards Issued 3,143,349
% CSC/Mail Perms Mailed within 14 days of 96.75%
interim 99.25%
% Internet Services Perms Mailed within 14 days 68,710
of application 70,235
Permanent Cards Returned 4,369

SAVE Cases Reviewed

Reissuance Due to Errors

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