Page 7 - FY2017 Annual Report GA Department of Driver Services (DDS)
P. 7
Strategic Plan
Critical Strategic Focus Items (for the Next 12 Months)
• Goal #1: Continue to Develop and Maintain a Culture Where Team Members are Valued and Appreciated.
o MEASURABLE OBJECTIVE 1: Increase team member satisfaction score from 59% in 3Q FY2014 to 70% by 4Q 2020
as measured through a biennial survey.
o MEASURABLE OBJECTIVE 2: Increase the percentage of agency-wide managers and who have completed the
Leadership Development Program from 0% in 1Q FY2015 to 55% by 4Q FY 2020.
o MEASURABLE OBJECTIVE 3: Reduce agency turnover from 23% in 3Q FY2014 to 17% (FY2015 statewide turnover
rate) by 4Q FY2020.
• Goal #2: Implement a Scalable, Technologically-Advanced Driver Licensing System.
o MEASURABLE OBJECTIVE 1: Simplify customers’ ability to efficiently conduct cross-agency transactions by
eliminating the “Siloed” single agency mainframe system in 1Q FY2018 to multiple cross-agency backend solution by
2Q FY2021.
• Goal #3: Increase Awareness and Use of Technology Options.
o MEASURABLE OBJECTIVE 1: Increase the usage of eligible online transactions from 27% in 3Q FY2015 to 40% by
3Q FY2020.
o MEASURABLE OBJECTIVE 2: Increase the percentage of customers conducting eligible pre-visit transactions prior to
arriving at the Customer Service Center (CSC) from 4.5% in 3Q FY2015 to 33% 3Q FY2020.
o MEASURABLE OBJECTIVE 3: Increase commercial driver license (CDL) efficiencies and promote economic
development by transitioning from zero testing management solutions to in 3Q FY2014 to three by 1Q FY2020.
o MEASURABLE OBJECTIVE 4: Increase the number of high schools and non-CDL third-party testers that are approved
to administer the online knowledge exam from zero in 4Q FY2014 to 50 by 3Q FY2020.
o MEASURABLE OBJECTIVE 5: Increase the number of Regulatory Driver Safety and Regulatory functions that
electronically submit certificates of completion, certification applications and fees from 4 in 3Q FY2015 to 17 in 3Q
FY2020.
• Goal #4: Focus daily on providing excellent customer experience.
o MEASURABLE OBJECTIVE 1: Maintain the CSC service goal priority of serving a high percentage of customers
within 30 minutes from 94.47% FY2015 to 95% through FY2022.
o MEASURABLE OBJECTIVE 2: Improve the Contact Center Service goal priority of serving a high percentage of
customers within 3 minutes from 51.27% FY2016 to 85% through FY2022.
o MEASURABLE OBJECTIVE 3: Decrease the percentage of traditional phone calls (person-to-person) answered by
contact center agents by redirecting the callers through non-traditional channels such as Interactive Voice Response
prompts (IVR), chat interactions, and online services transactions from 0% in 4Q FY2017 to 20% by 4Q FY2020.
• Goal #5: Improve highway safety by ensuring Commercial Driver License Holders are properly trained,
meet federal requirements, and remain fit to safely operate commercial motor vehicles.
o MEASURABLE OBJECTIVE 1: Increase implementation of CDL projects mandated by the Federal Motor Carrier
Safety Administration (FMCSA) from 0 in 1Q FY2018 to 4 in 4Q FY2023.
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