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GEORGIA DEPARTMENT of DRIVER SERVICES | FY 2022 ANNUAL REPORT
AGENCY STRUCTURE
PROGRAM MANAGEMENT OFFICE
The Program Management Office development of agency forms; Process Improvement
(PMO) manages and coordinates communication bulletins, job aids, This team leverages Lean Six
enterprise-level projects and leads standard operating procedures Sigma techniques to facilitate
process improvement efforts that (SOPs), business processes and process improvement efforts by
support the strategic goals and workflow compliance, and the leading workgroups, documenting
mission of the agency. The PMO investigation and resolution of and submitting process
is comprised of the following user problems. recommendations, facilitating
units: Project Management, implementation solutions and
Special Projects and Business Performance Measurement establishing measurements and
Standards. PMO is a centralized Reporting and Analysis Quartery controls.
support group who serve as KPI Reporting
Project Managers (PMs) for This team produces and analyzes The major projects completed
multiple complex projects. The data and statistical information for Fiscal Year 2022 include the
PMs are responsible for promoting to identity improvement areas. following:
project management standards Additionally the Team produces • Customer Service Chatbot
and consistency throughout the a monthly dashboard to track key • PCI Compliance Project
agency. Additionally, Project performance measures. • REAL ID Recertification
Managers are responsible • Legislative Change Efforts &
for Vendor Management and Lobby Queuing System CDL Federal Mandates State to
enforcing contractual Service Management State/SPEXS
Level Agreements (SLAs) with our This team ensures the lobby • SOP Project (Creation and
vendors. DDS further committed management system that is Review)
to change management by adding utilized in 67 CSCs across the • Mobile Driver’s License Project
a PROSCI Certified Change state of Georgia, hardware and • U.S. Passport Verification Service
Management Practitioner to the software functions properly to (USPVS)
PMO. optimize customer flow and • Mobile Self Servicing Kiosk
decrease the amount of time • CDL Shortage Report Project
Business Standards Unit (BSU) customers spend in a center. This • DocuSign
This team serves as the liaison for lobby management system is • CSC Construction and
various business units. Through web based and utilizes self-serve Renovation
collaboration with stakeholders, kiosks and a customer feedback • Virtual Road Test
the team is responsible for the tool. • OCM (Operation Change
following: business requirements; Management)
36 GEORGIA DEPARTMENT OF DRIVER SERVICES