Page 20 - Revised DDS_FYAnnualReport2021 Board Corrections

AGENCY STRUCTURE

2.6M

In-Person Transactions
Conducted in FY2021
98.29%

Driver and Identity Credentials
Mailed within 14 Days of
Submission

FIELD OPERATIONS
The Field Operations Division is and Interactive Voice Response photo comparisons, and correct
responsible for the issuance of (IVR). In FY2021, Contact Center Examiner errors. Of the 2,260,066
Driver Licenses, Identification Agents handled over 600,000 driver and identity credentials
Cards, and Motor Vehicle Reports. calls. mailed from the Card Production
The Division is comprised of The Help Desk responds to Facility, 98.29% were mailed
sixty-seven (67) brick and mortar citizen inquiries and conducts within 14 days of submission.
Customer Service Centers (CSCs) problem resolution. The Help The Central Issuance Unit also
throughout the state. Eight (8) of Desk facilitates customer interfaces with the Systematic
these Centers are part time, ten transactions and provides Alien Verification for Entitlements
(10) offer CDL Road Skills Testing, support to CSC Examiners. They (S.A.V.E.) Homeland Security
and forty (40) offer Motorcycle completed pointer maintenance Database to verify noncitizen/
Rider Skills Testing. We operate on State to State, Commercial immigrant lawful status. In
a Mobile Issuance Trailer that Driver License Information FY2021, Central Issuance Agents
travels around the state to System (CDLIS), and Problem reviewed over 8,093 S.A.V.E.
provide emergency issuance Driver Pointer System (PDPS) cases. Additionally, Central
services to Veterans and victims transactions. In FY2021, Help Issuance offers special issuance
of natural disasters. Desk Agents answered more than services for out-of-state students
In FY2021, DDS conducted over 130,000 calls. They have daily and Military Personnel.
2.6 million in-person transactions. interactions with DMVs across the
nation to resolve customer issues.
The Field Operations Division is
also comprised of the Contact The Central Issuance Unit INCIDENTS
Center, Help Desk, and Central is responsible for ensuring
Issuance. The Contact Center is the integrity of the licensing 63 32 53
responsible for answering citizen process. They liaise with the Irate Road Test Slips and
inquiries via telephone, Live Chat, Card Production Facility, validate Customers Crashes Falls

20 GEORGIA DEPARTMENT OF DRIVER SERVICES