Page 36 - Final DDS_FYAnnualReport2022
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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)

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