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AGENCY STRUCTURE
PROGRAM MANAGEMENT OFFICE
The Program Management project management standards • Legislative Change Efforts &
Office (PMO) manages and and consistency throughout the CDL Federal Mandates
coordinates enterprise-level agency. Additionally, Project • Card Production Services
projects and leads process Managers are responsible • DRIVES Project
improvement efforts that support for Vendor Management and • Online Reservation Project
the strategic goals and mission enforcing contractual Service • NEMO Q (Lobby Management)
of the agency. The PMO is Level Agreements (SLAs) with our Procurement
comprised of the following units: vendors. DDS further committed • Power DMS
Project Management, Special to change management by adding • PCI Compliance Project
Projects and Business Standards. a PROSCI Certified Change • REAL ID Recertification
PMO is a centralized support Management Practitioner to the • State to State/SPEXS
group who serve as Project PMO. • SOP Project (Creation and
Managers (PMs) for multiple The major projects completed Review)
complex projects. The PMs for Fiscal Year 2020 include the • Mobile Driver’s License Project
are responsible for promoting following:
BUSINESS STANDARDS UNIT (BSU)
This team serves as the liaison for Strategic Performance Planning Lobby Queuing System
various business units. Through and Execution: Management:
collaboration with stakeholders, Successful implementation of a This team ensures the lobby
the team is responsible for the cohesive, integrated strategic management system that is utilized
following: business requirements; plan is an integral component of in 67 CSCs across the state of
development of agency forms; DDS’ success. This team leads the Georgia, hardware and software
communication bulletins, job aids, agency through the development functions properly to optimize
standard operating procedures and documentation of a customer flow and decrease the
(SOPs), business processes and comprehensive, customer-centric amount of time customers spend in
workflow compliance, and the strategic plan that aligns with the a center. This lobby management
investigation and resolution of State of Georgia’s vision and goals. system is web based and utilizes
user problems. Performance Measurement self-serve kiosks and a customer
BSU also uses systematic Reporting and Analysis Quarterly feedback tool.
methods and tools to identify, KPI Reporting Process Improvement:
analyze and implement functional This team produces and analyzes This team leverages Lean Six
improvements for the agency’s data and statistical information Sigma techniques to facilitate
business processes through the to identify improvement areas. process improvement efforts by
following four areas: Additionally, the team produces leading workgroups, documenting
a monthly dashboard to track key and submitting process
performance measures. recommendations, facilitating
implementation solutions and
establishing measurements and
controls.
FY 2021 ANNUAL REPORT 27
