Page 12 - Revised DDS_FYAnnualReport2021 Board Corrections

ACHIEVEMENTS

CUSTOMER SERVICE CENTER (CSC) REMOTE SERVICES
PERFORMANCE
A positive outcome from the COVID-19 Emergency
DDS continued to serve more customers safely and has been the growing popularity of DDS Online
efficiently despite the Public Health Emergency and Services and the free mobile app DDS2 GO. As more
transition to a new issuance system. From July 2020 customers become Real ID compliant and a new
until June 2021, DDS served 2,679,638 customers process for allowing age 64 and over customers to
with an average wait time of 11:19 (eleven minutes and renew online or by mail, there should be no reason
nineteen seconds). that anyone should need to visit in person for a
regular license/ID renewal.
% of
Average Customers Total
Month/Year Wait Time Served Customers
(HH:MM:SS) 30 Minutes Served
Or Less

July 2020 0:07:23 98.49% 239,023
August 2020 0:06:46 98.92% 235,567
September 2020 0:07:44 98.13% 258,905
October 2020 0:10:01 96.83% 255,241
November 2020 0:08:44 98.07% 188,365
December 2020 0:10:53 94.61% 233,239
January 2021 0:16:59 85.09% 183,363
February 2021 0:14:40 87.90% 198,999
March 2021 0:10:59 94.42% 244,641
April 2021 0:11:07 93.25% 221,314
May 2021 0:14:37 89.07% 196,003 961,248 108,839
June 2021 0:16:00 86.06% 224,978
TOTAL FY21 0:11:19 93.40% 2,679,638 Total Online Total App
Transactions Transactions

REAL ID

The implementation deadline for Real ID has been
extended until May 3, 2023 due to circumstances
resulting from the ongoing COVID-19 pandemic.
Georgia was already recognized as a leader in
implementing REAL ID and has now enrolled 99.2% of
over eight million cardholders.

On the deadline, individuals will not be allowed to
clear TSA or enter a Federal building using a non-
compliant state-issued driver’s license/ID Card. Real
ID cards show that the holder has presented the
required Homeland Security information during their
issuance process and have a card marked with a gold
or a black star

12 GEORGIA DEPARTMENT OF DRIVER SERVICES