Page 20 - DDS FY2020 Annual Report

DDS AGENCY STRUCTURE

ANNUAL
REPORT
2020

Field Operations

The Field Operations Division is responsible for the issuance
of Driver Licenses, Identification Cards, and Motor Vehicle
Reports. The Division is comprised of sixty-seven (67) brick
and mortar Customer Service Centers (CSCs) throughout
the state. Eight(8) of these Centers are part time, ten (10)
offer CDL Road Skills Testing, and forty (40) offer Motorcycle
Rider Skills Testing. We operate a Mobile Issuance Trailer
that travels around the state to provide emergency issuance
services to Veterans and victims of natural disasters.
In FY2020, DDS conducted over 2.5 million in person
transactions.
CONTACT CENTER PERFORMANCE
The Field Operations Division is also comprised of the STATISTICS
Contact Center, Help Desk, and Central Issuance. The Total Calls Offered 1,441,573
Contact Center is responsible for answering citizen inquires Total Calls Answered 1,126,431
via telephone, Live Chat, and Interactive Voice Response Service Level 67.58%
(IVR). In FY2020, Contact Center Agents handled over % Calls Abandoned 13.24%
1,407,923 calls.
Average Handle Time 3:17
The Help Desk responds to citizen inquiries and conducts Average Calls per Hour 15.66
problem resolution. The Help Desk facilitates customer
transactions and provides support to CSC Examiners. In CENTRAL ISSUANCE METRICS AMOUNT/%
FY2020, Help Desk Agents answered more than 140,000 Permanent Cards Issued 2,260,0663
calls. They have daily interactions with DMVs across the % CSC/Mail Perms Mailed
nation to resolve customer issues. within 14 days of interim 98.08%

The Central Issuance Unit is responsible for ensuring the % Internet Services Perms Mailed
integrity of the licensing process. They liaise with the Card within 14 days of application 98.51%
Production Facility, validate photo comparisons, and correct Permanent Cards Returned 94,889
Examiner errors. Of the 2,260,066 driver and identity SAVE Cases Reviewed 8,093
credentials mailed from the Card Production Facility, 98.29% Reissuance Due to Errors 496
were mailed within 14 days of submission. The Central
Issuance Unit also interfaces with the Systematic Alien CSC INCIDENTS
Verification for Entitlements (Homeland Security Database) Irate Customers 32
to verify noncitizen/immigrant lawful status. In FY2020, Road Test Crashes 60
Central Issuance Agents reviewed over 8,093 S.A.V.E. Slip and Falls 20
cases. Additionally, Central Issuance offers special issuance Miscellaneous 46
services for out of state students and Military Personnel. Total 158

2.5M 1,407,923 98.29%

Person Transactions Conducted Calls Handled by Contact Center Driver and Identity Credentials
in FY2020 Agents in FY2019 Mailed within 14 Days of Submission

20 GEORGIA DEPARTMENT OF DRIVER SERVICES