Page 11 - DDS FY2020 Annual Report

ACHIEVEMENTS DDS
ANNUAL
REPORT
2020

Customer Service Center (CSC)
Performance
Completion of Card Production
DDS continued to serve more customers safely and Services (CPS) Rollout
efficiently despite the Public Health Emergency.
From March 14 when the first State Emergency DDS finished the implementation of CPS enabling
Proclamation was issued until June 30, 2020, DDS Georgia to issue the most secure credentials that
served 372,301 customers. have ever been produced.
• Statewide Rollout completed July 1, 2019
% of
Average Customers Total • GBI Image Transition - Mid- June, 2019
Month/Year Wait Time Served Customers
(HH:MM:SS) Within 30 • Online Services – Weekend of July 27/28, 2019
Minutes • Transition to Support - September 2, 2019

July 2019 0:12:56 89.39% 301,977 • Resolve Outstanding defects - September 3, 2019
August 2019 0:09:50 93.88% 287,405 • User Acceptance Testing (UAT) of Mobile Issuance
September 2019 0:08:37 95.73% 243,178
October 2019 0:05:41 99.25% 264,946 Solution - September 6, 2019
November 2019 0:04:59 99.46% 213,111
December 2019 0:06:12 98.77% 212,397
January 2020 0:05:13 99.56% 276,472
February 2020 0:05:23 99.78% 253,330 DDS 2 GO
March 2020 0:07:37 96.88% 163,909 59,513
April 2020 0:00:57 99.94% 32,684 Mobile App
May 2020 0:01:56 99.92% 111,980 New Accounts
June 2020 0:04:52 99.72% 188,291 DDS 2 GO increased in
popularity as the year 1,615,835
progressed. Customers are
Remote Services becoming familiar with having Logins

a DDS customer service
A positive outcome from the COVID-19 Emergency center in their pocket! More 410,565
has been the growing popularity of DDS Online importantly, they received
Services and the free mobile app DDS 2 GO. push notifications to help Push Notifications Sent
As more customers become Real ID compliant them stay abreast of any
and a new process for allowing age 64 and over changes to their driving 89,1617
customers to renew Online, there should be no record. Transactions
reason that anyone should need to visit in person
for a regular license/ID renewal. New Transactions Push
Date Accounts Logins Performed Notifications
Date New Logins Transactions Sent
Accounts Performed
July 2019 34,317 221,850 70,601 July 2019 6,656 89,893 5,600 23,124
August 2019 36,749 222,459 68,386 August 2019 7,648 102,392 6,711 26,039
September 2019 30,844 199,853 59,745 September 2019 6,929 99,057 5,977 27,899
October 2019 28,342 202,134 60,715 October 2019 6,117 104,093 6,196 36,981
November 2019 29,236 185,662 55,783 November 2019 6,687 98,758 6,484 31,694
December 2019 28,559 190,839 54,360 December 2019 6,431 99,746 6,241 34,950
January 2020 31,281 244,842 61,613 January 2020 7,158 127,928 7,389 47,224
February 2020 35,263 242,651 68,051 February 2020 4,909 123,308 5,939 39,997
March 2020 38,976 264,904 70,877 March 2020 6,929 123,799 8,956 40,516
April 2020 76,068 438,683 95,073 April 2020 45* 154,625 8,880 23,709
May 2020 111,734 645,529 142,396 May 2020 4* 336,150 12,194 49,993
June 2020 64,084 399,992 99,630 June 2020 0* 156,086 9,050 28,439

FY 2020 ANNUAL REPORT 11