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FY 2022 ANNUAL REPORT | GEORGIA DEPARTMENT of DRIVER SERVICES
AGENCY STRUCTURE
2.3M
In-Person Transactions
Conducted in FY2022
98%
Driver and Identity Credentials
Mailed within 14 Days of
Submission
FIELD OPERATIONS
The Field Operations Division is 2.3 (estimated) million in-person than 92.000 calls. They have daily
responsible for the issuance of transactions. interactions with DMVs across the
Driver Licenses, Identification The Field Operations Division is nation to resolve customer issues.
Cards, and Motor Vehicle Reports. also comprised of the Contact The Central Issuance Unit
The Division is comprised of Center, Help Desk, and Central is responsible for ensuring
sixty-seven (67) brick and mortar Issuance. the integrity of the licensing
Customer Service Centers (CSCs) The Contact Center is responsible process. They liaise with the
throughout the state. Eight (8) for answering citizen inquiries Card Production Facility, validate
of these Centers are part time, via telephone, Conversational photo comparisons, and correct
ten (10) offer CDL Road Skills Artificial Intelligence Chatbot, Examiner errors approximately
Testing, and forty (40) offer and Interactive Voice Response 2,500,000 driver and identity
Motorcycle Rider Skills Testing. (IVR). In FY2022, Contact Center credentials mailed from the
We operate a Mobile Issuance Agents handled over 600,000 Card Production facility, 98%
Trailer that travels around the calls. were mailed within 14 days of
state to provide emergency submission. The Central Issuance
issuance services to Veterans The Help Desk responds to Unit also interfaces with the
and victims of natural disasters, citizen inquiries and conducts Systematic Alien Verification
along with a Mobile Issuance problem resolution. The Help for Entitlements (S.A.V.E.)
suitcase (s) that allows for more Desk facilitates customer Homeland Security Database
flexibility and requires a smaller transactions and provides to verify noncitizen/immigrant
footprint for issuance purposes. support to CSC Examiners. They lawful status. In FY2022, Central
In FY2022, DDS conducted over completed pointer maintenance Issuance Agents reviewed over
on State to State, Commercial 11,000 S.A.V.E. cases. Additionally,
INCIDENTS Driver License Information System Central Issuance offers special
38 58 23 (CDLIS), and Problem Driver issuance services for out-of-state
Pointer System
students and Military Personnel.
Irate Road Test Slips and (PDPS) transactions. In FY2022,
Customers Crashes Falls
Help Desk Agents answered more
FY 2022 ANNUAL REPORT 29
