Page 14 - Final DDS_FYAnnualReport2022

GEORGIA DEPARTMENT of DRIVER SERVICES | FY 2022 ANNUAL REPORT

TECHNOLOGY AND INNOVATION

AMAZON WEB SERVICES (AWS)
Another technology upgrade

realized was the integration to
Amazon Web Services (AWS) in
January 2022.

By converting to AWS, the state of Georgia will
save taxpayers five million dollars over the next
five years. AWS offers a true high availability
environment-the ability of a system to operate
continuously without failing for a designated
period of time.
The scalability of the AWS Cloud helps keep
critical websites operating. In our previous
environment, there was an approximate uptime
of 96 percent. On AWS, the uptime increased
to 99.98 percent last year. Using AWS to scale
is specifically designed to provide accessibility,
additional security, and usability for government
entities.

There is an added increase in security as AWS
operates on a Shared Security Responsibility
model. Amazon secures its infrastructure while
DDS has security controls in place for the data
and applications that we deploy

CHATBOT

DDS implemented our Chatbot/
Virtual Assistant in November 2021.

The Chabot is capable of assisting our customers
24x7, 365 days a year.
During FY2022, the Chatbot had 1.1 million
conversations with our customers, sent 77K text
messages, and handled 2.2K appointments.
DDS will continue to explore ways to
improve our Chatbot to further assist our
customers in FY2023.

14 GEORGIA DEPARTMENT OF DRIVER SERVICES