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GEORGIA DEPARTMENT of DRIVER SERVICES | FY 2022 ANNUAL REPORT
AGENCY STRUCTURE
INFORMATION TECHNOLOGY
IT provides technical services to training program. Multi-factor
the agency, its customers and authentication is enabled for all
business partners. DDS Team members to secure
user accounts. DDS conducts
Application Development & numerous security audits and
Support continuously monitor network
The Application Development and application security. DDS
and Support Section performs computer assets are protected
computer program development with multiple anti-virus modules,
for the state’s applications. encryption, patching protocols
DRIVES provides the core and data wiping protocols.
programs used in the issuance Security is reviewed and built-in
and maintenance of secure to all new applications.
identity credentials.
Customer Support
Infrastructure Support
The DDS IT Infrastructure team The newly created Service
currently consists of five IT Desk provides exceptional
specialists and an IT manager. customer service by owning
Responsibilities include, but are the Online Services customers
not limited to: network, server, issue and identifying trends and
scanner, software, tech deck and enhancements to improve the
testing client support. This Team user experience. In July 2021,
also manages the Nemo Q lobby they began assisting the Contact
management system and MVN Center. By May 1, a dedicated
(Motor Vehicle Network) at 68 Team of six began taking 100% of
CSCs statewide and mobile the Calls helping customers who
phone support for DDS staff. are unable to access their Online
FY2022 Projects Services Account and who have
payment issues.
Security & Administration
DDS and it’s dedicated
security staff, follow the NIST
Framework and use a multi-
layered approach to security.
The multi-layered approach FY2022 Projects
includes security policies and • Platform 28 Contact Center Migration
plans as well as partnering • Moving from the NADC to the Cloud
with Georgia Technology • Thales Hardware Replacement
Authority to implement a secure • ServiceNow
infrastructure and robust • Customer Self Service Kiosks
32 GEORGIA DEPARTMENT OF DRIVER SERVICES
