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GEORGIA DEPAR1MENT OF DRIVER SERVICES 
ANNUAL REPORT 
FISCAL YEAR 2006 
 
 TABLE OF CONTENTS 
 
Board of Directors................................................................................... 3 
 
The Commissioner's Message......................................................... 
 
4 
 
Mission Statement and Values.. 
 
5 
 
Success and Challenges.............. 
 
7 
 
Additional Achievements and Enhancements................................................. 10 
 
Future Initiatives........ 
 
13 
 
Budgeted Positions................................... 
 
15 
 
Organization Chart.................................................................................. 16 
 
Organizational Structure........................................................... 
 
17 
 
The Commissioner's Office........ 
 
17 
 
Customer Service Support Division.. 
 
18 
 
Legal & Investigative Services Division...................................................... ... 24 
 
Licensing & Records Division........ 
 
26 
 
Business Analysis Division.............................. 
 
31 
 
Regulatory Compliance Division........................................................ 
 
32 
 
Contact Information.............. 
 
34 
 
DDS Annual Report FY 2006 
 
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 The Georgia Department of Driver Services (DDS) is governed by a nine-member Board of Directors, comprised of appointees from the Governor, Lt. Governor and Speaker of the House. It is the general policy-making body for the department, approving all rules and regulations promulgated by the Commissioner. 
 
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Trummie L. Patrick, Jr. 
 
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Chairman 
 
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Douglas "Doug" A.S. Chalmers, Jr. 
 
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Vice-Chairman 
 
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Billy Fortson 
Secretary 
 
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Kelly Gay 
 
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Patrick McGahan (Resigned December 2006) 
 
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Position remains vacant 
 
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Ben G. Porter (Resigned September 2006) 
 
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Position remains vacant 
 
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Susan Gordy 
 
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David Hanna (Resigned December 2006) 
Position remains vacant 
 
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Linda Evans 
 
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DDS Annual Repon FY 2006 
 
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 Message from the Commissioner 
 
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W hat a wonderful journey the Department of Driver Services (DDS) has had this past year. It has been a year dedicated to our mission of provid~g the best customer service and most efficIent driver licensing and testing services. We have focused on our values of communication, accountability, respect and ethics. 
Offering many new services through our website, reducing the average time customers spend waiting for assistance in our customer service centers, and increasing road test reservations are just a few of the improvements we've made. 
Our success can be summed up in a quote from legendary football coach Vince Lombardi, who said, "The dictionary is the only place where success comes before work. Hard work is the price we must all pay for success." 
 
I would like to thank all of the DDS employees for their hard work and dedication to realizing the goals and values set forth in our mission. The accomplishments that we have made as an organization are proof of their commitment. I am proud to have each and every employee as part of the DDS team. 
Much of our success is also due to our customers. Without your support, none of our success would have been possible. Whether you use our website or visit one of our Customer Service Centers (CSCs) in person, I hope that you have already noticed an improvement in the services we offer. 
We are far from finished. I promise that DDS will continue to find new and innovative ways to provide excellent customer service in the most efficient and convenient way possible. Thank you for your continued support, and we look forward to serving you. 
 
DDS Annual Report FY 2006 
 
Gregory C. Dozier 
 
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 To continuously be tile most c stomer-focused, results-driven 
 
DDS Annual Report FY 2006 
 
5 
 
 VALUES 
"We .R.E." 
 
Communication Accountabilit~ - 
 
=--_ _~ist n attentively and assist customers in a ti ely and professional manner. 
 
Ethics - 
 
ur actions and 
 
DDS Annual Repon FY 2006 
 
6 
 
 SUCCESSES AND CHALLENGES 
 
FY 2006 Highlights 
Online Transactions Expand and Remain Popular 
 Over the past year, we developed new online services by offering a secure method for customers to access vital information online, safely and securely, using a personal identification number (PIN) the customer will create - similar to online banking. New transactions that customers initiate online include a request for a replacement lost license, accessing a copy of a personal driving history (MVR) and managing a road test appointment. 
 Our customers' utilization of the existing online services (renewal, address change, lost license and driving history requests) has increased significantly. 
 
Continued Improvement of Statewide Average Wait Times 
 
 It is taking less time for customers to receive services in person. The Average Wait Time (AWT) at Customer Service Centers (CSCs) statewide decreased from 22:34 minutes (for 243,576 transactions) in July 2005 to 0:07:52 minutes (278,838 transactions) in June 2006. 
 The percentage of customers initiating service within 30 minutes rose from 81 % in November 2004 to 95% in June 2006. 
 Offering earlier hours for fourteen CSCs (7:30 a.m. until 5:00 p.m.) contributes to improved wait times statewide. 
- -- -------- 
STATEWIDE AVERAGE WAIT TIME 
 
0:25:55 ~ 
 
- 100.00% 
 
0:23:02 
0:20:10 -~~L-------~::;;i;;;;;;;;;;;~"""'~~"-- ~ - -- - 95.00% 
 
0:17:17 0:14:24 ----------::;3-><iE;;~E_---- 0:11:31 ~ 
 
- - 90.00% - 85.00% 
 
0:08:38 ~~-- 
 
0:05:46 0:02:53 -l--_ 
 
- 75.00% 
 
0:00:00 - - - - - - + 
 
~ 70.00% 
 
Jul-05 Aug- Sep- Oct-05Nov-05 Dec- Jan-06Feb-0~ar-06Apr-06 May- Jun-06 
 
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_A\A3rage Wait Time ~% of Customers Served Within 30 Min 
 
DDS Annual Report FY 2006 
 
7 
 
  Road te t reservations have gone from a IS-week wait in July 2005 to 6 weeks or Ie in most CSCs (June 2006). The addition of Monday road tests at four metro-Atlanta CSCs has impacted the wait time positively. 
 
50 45 40 35 30 25 20 15 lO 
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ROAD TEST RESERVATIONS 
 
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o December 
 
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 DDS continued to honor the pledge of providing a regular license renewal at every CSC in "30 minutes or it's free". Free licenses issued have decreased from over I ,000 per week in July 2005 to less than ten in December 2006. 
 
FREE LICENSES ISSUED 
 
1,000 
 
- ------ 
 
800 
 
600 
 
400 
 
200 
 
Jul-OS Aug-OS Sep-OS Oct-OS 
 
- - -....-+_....9--1-*1-...:2 
 
20 
 
'Oy-OS Dec-OS Jan-06 Feb06 Mar06 Apr-06 May06 Jun-06 
 
DDS Annual Report FY 2006 
 
8 
 
 Partnership Creates Faster, Friendlier and Easier Service 
DDS was one of the first state agencies to partner with the Governor's Office of Customer Service (OCS) to further expand service improvements. A comprehensive customer service improvement plan was developed to identify new efficiencies and expand current successful processes and procedures. The DDS environment was used to test various tools and techniques before being considered for other Georgia agencies. These approaches are designed to improve the customer culture, speed up service delivery and improve call handling. As the DDS agency plan for FY 2006 nears completion, the areas of focus include the Contact Center, Headquarters Operations and CSC Technology. 
 
Customer Service Operation Support Reorganization 
 
DDS partnered with the North Highland consulting firm to analyze existing operational processes and work flows and to recommend a plan to streamline operations and ultimately improve customer service 
 
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delivery. The recommendations include reorganizing operations into 
 
two major units; a unit designed to provide direct, superior service to the 
 
customer that is supported by another unit designed to update driver 
 
records efficiently and accurately. This redesign integrated similar functions which helped to 
 
eliminate task duplication, reduce errors, increase transaction processing and create a more holistic 
 
view for employees of their role and the impact of the quality of their work on the customer. 
 
Additionally, a unit was established to ensure consistency in the delivery of DDS services, to 
 
document processes, standardize policies, procedures, forms and information management, monitor 
 
the adherence to governmental policies, build relationships to improve cooperation with other state 
 
agencies, and enhance communications and the dissemination of information to customer. 
 
Customer Service Center (CSC) Improvements 
Through a collaborative effort with the Lean Management Group at Georgia Tech a new process was established for CSCs to improve the customer experience and speed up service delivery. CSC physical layouts were redesigned to enable customers to flow through the issuance and/or reinstatement process in an efficient, less confusing and logical manner by eliminating bottlenecks and not requiring customers to visit several workstations. Operating hours at high volume centers were also expanded to better accommodate customer needs and expectations. 
Targeted operating practices and procedures were reviewed by focus groups comprised of a cross-section of DDS employees. Several improvements were implemented; enhancing operational processes and systems to allow immediate on-site system adjustments to accommodate changing customer demands, reducing financial transaction overages and shortages by standardizing accounting forms 
 
DDS Annual Report FY 2006 
 
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 ~ and procedures, e tablishing a temporary issuance process to support ocial security verification that eliminates requiring a customer to revi it a CSC and revi ing job descriptions and hiring practices to accommodate new business policies and procedures. 
Contact Center Enhancements 
The Customer Service Support position evaluation enabled eleven positions to be reorganized into the Contact Center. A Second Tier of Call Center Agents was created to assist with specialized calls. DDS continues to implement recommendations from the Office of Customer Service: Upgrading Automated Call Distribution (ACD) to allow skill based routing; implementation of a citizen relationship management olution (CzRM); installation of additional Primary Rate Exchange (PRJ); addition of Interactive Voice Response (IVR) to system. A Business Standards Group will map and document proce ses and procedure . 
ADDITIONAL ACHIEVEMENTS AND ENHANCEMENTS 
 Expanded the Alcohol and Drug Awareness Program (ADAP) by offering Saturday classes to serve the home school environment. In addition, ten new out-of-state DUI programs were approved for credit in the DUI Risk Reduction Program 
 Reorganized headquarters' administrative operations to reduce the processing time for traffic citations from nine months to ten days 
 Facility Expansions absorbed with existing budget - 15,400 square feet (4 facilities) at a cost of over $365,000 
 New and/or Renovated Customer Service Centers -$- Locust Grove (Henry County) September 6,2005 -$- Cuthbert (Randolph County) September 29,2005 -$- Atlanta (Fulton County) January 13, 2006 -$- Cordele (Crisp County) January 31, 2006 -$- Albany CDL (Dougherty County) April 12, 2006 
 
CDLProgram 
DDS continued the expansion of the commercial driver's license program by opening a new CDL road skills testing site in Albany (Dougherty County). This expansion makes CDL services more accessible throughout the State to help meet the needs of commercial drivers. CDL testing is now offered in Albany, Gainesville, Jackson, Milledgeville and Thompson. DDS partnered with Federal and State motor carrier groups to launch the Highway Watch Program, a free program dedicated to improving homeland security via licensed commercial vehicle drivers. 
 
DDS Annual Repon FY 2006 
 
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 Commitment to Safety 
DDS partners with the Georgia Driver Education Commission to define, develop and implement new driver education programs to meet new teen driving requirement (Joshua' Law). The Commi sion's objective is to identify measure which will maximize participation in driver's education and training tatewide and contribute to accident reduction. New options are acces ed via www.gateendrivereducation.com and includes private and public driver education program, a virtual classroom component and a parent supervised on-the-road training guide. -Students are notified in writing up to 130 days before their eligibility of the new law requirements. 
Giving Back 
While DDS is committed to improving customer service to the motoring public, we also believe in the power of contributing to the community. 
State Charitable Contribution Program (SCCP) - DDS et a goal of 100 percent participation and committed to raising a total amount of $9,000.00. The money employees raise during this statewide fundraising campaign allows DDS to make financial contributions to help others in the local communities in which we both work and live. (Districts 1,2,7,9 and 10, all achieved 100% participation in the State Charitable Contribution Program.) Although several CSCs had complete participation in past campaigns, this was a huge accomplishment for so many Districts. 
 
2006 SCCP Contributions 
 
Payroll Deductions 
 
$ 5,868.00 
 
Payroll One Time Deduction 
 
$ 4,101.85 
 
Fundraisers 
 
$ 5,054.58 
 
Total Employees 
 
715 
 
Employee Participation 
 
422 (59%) 
 
TOTAL CONTRIBUTIONS 
 
$ 15,024.43 
 
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We assisted over 2,000 Hurricane Katrina evacuees by helping them to replace a lost license or identification card from their home state; traveled to Red CrosslFEMA camps to assist with paperwork; partnered with home states to expedite delivery of document . 
DDS continues to support Georgia's fuel con ervation and clean air initiatives through its upport of the work away program, clean air campaign, alternative transportation (such as GRTA and van pool), as well as alternative work schedules. In re ponse to the Governor's work away challenge, DDS ha increased the actual number of work away participants from 99 (July 2005) to a total of 110 (June 2006). 
 
DDS Annual Report FY 2006 
 
II 
 
 WORK AWAY PARTICIPATION JUNE 2006 764.,.....---,.-----,---y----.,.....-------,..-------., 
 
611.2 + - - - f - - - - + - - - j - - - + - - - - - - I f - - - - - - l 
 
458.4 -t---+------i---+----+----+------j 
 
 
Employee Participation 
 
305.6 + - - - - - - I - - - f - - - + - - - - - - I - - - f - - - - - - - j 
 
152.8 
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110 
 
25 
Flell Schedules 
 
10 
 
Co~l!9sed 
Work WBett 
 
Total 
P8f1I~IS 
 
Outstanding Employees 
Governor's Customer Service Summit recognize DDS. Employee Brian Cox (Norcross CSC #64) was among 18 employees who were recognized as providing exemplary customer service. 
First Annual DDS Customer Service Week recognizes Brad Baker, Crystal Bedgood, Cassandra Hall, Phyllis Tedders and Sue Haley (Dublin CSC #20 ) and Frank Daniel (Augusta CSC #51) for outstanding customer ervice. They possess an exemplary ability to uphold our "We C.A.R.E." values. 
Georgia Public Employee Recognition Week brought a record number of award nominees from across the State. After much deliberation, the selection committee pre ented a slate of nominees. Award recipients include: Customer Service: Jason Lanning, Dalton; Innovations/Suggestions: Phase 1 Web Initiatives Team; Leadership: Sara Saulsberry, Swainsboro; Community Service: Christmas Kids 2005; Humanitarian: Stacy Edwards, Valdosta; and Safety: Third Party Testing Program Monitors. 
 
DDS Annual Report FY 2006 
 
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 Team Georgia's Smart Government Connection - IT Enterprise Systems and Enterprise Technology were featured on the State's website for the creation and implementation of innovative online services. Governor Perdue personally thanked a small group of representatives of the Team with a visit to his office and a commemorative photo. 
FUTURE INITIATIVES 
 Release a Request For Proposal (RFP) to begin the implementation process for a new digitized driver's license system. 
 Implement an electronic Document Imaging System 
 Monitor new federal licensing requirements (Real ill Act) and plan for any mandatory license process changes. 
 Improve road test reservation system by launching a pilot program to allow road test reservations to be made at CSCs. Expand online services to include an existing reservation status check (August 2006) and make a reservation online. 
 Customer Contact Center Improvements Continue including the installation of additional trunk lines. 
 Proactively exchange any driver's license number which is a social security number for a randomly generated number. No license or permit issued or renewed on or after January 1, 2007 shall contain the social security number of the licensee or permit holder. 
 Performance measures to analyze key performance indicators. 
 Continue to expand the Third Party Testing Pilot Program for driving schools enabling more locations to administer on-the-road testing and certify those passing. Option of automating the paper process of this program so grades can be transmitted to the DDS immediately. 
 Continue to create partnerships with county governments to provide new or renovated and improved facilities. Counties that will receive new facilities, or will have improvements made to an existing center, are: Perry (Houston County) July 11, 2006; Canton (Cherokee County) July 25, 2006; Dublin (Laurens County) August 1,2006; Newnan (Coweta County) September 18,2006; Cedartown (Polk County) October 31,2006; Dalton with CDL (Whitfield County) November 14,2006; Blairsville (Union County) January 23, 2007. Completion dates have yet to be established for: Macon (Bibb County); Athens (Clarke County), Thomasville (Thomas County) and Monroe (Walton County). 
 
DDS Annual Report FY 2006 
 
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  Expand the Customer Contact Center hours of operation. 
 Cross-train all examiners in reinstatement procedures. 
 Strive to partner with local governments to provide additional commercial driving license (CDL) testing centers statewide. A proposed CDL testing site is in planning stages in Dalton, Whitfield County. These additions will greatly improve the convenience of securing a CDL road skills test. 
 Begin collaborating with law enforcement and courts for re-design of uniform traffic citation. 
 Develop the Georgia SecureID program, a multi-agency effort to combat the use of fraudulent documents to obtain State identification cards or driver's licenses. 
 Develop a retention/job satisfaction survey to facilitate employee retention. 
 Implement an Employee Succession Plan to prepare for retiring employees. 
 Utilize KRONOS timekeeping system to modernize administrative procedures. 
 Continue to support the Georgia Driver Education Commission to facilitate safe driving initiatives for teen drivers. 
 
DDS Annual Report FY 2006 
 
14 I 
 
 POSITIONS 
 
BUDGETED POSITIONS 
 
Division 
Administrative & Finance Legal & Investigative Services Information Technology Customer Contact Center Licensing and Records Business Analysis Regulatory Compliance TOTALS 
 
FY 2006 55 16 39 35 588 4 27 764 
 
FY 2007 55 16 39 35 623 4 27 
799 
 
DDS Annual Report FY 2006 
 
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 ORGANIZATION CHART 
 
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Customer Service Licensing &Records Alan Watson Director 
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Customer Service Centers 
I 
Self Service Licensing 
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Customer Record Monitoring 
I 
Customer Contact Center 
I 
IMotorcycle Safe~I 
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ICOL Compl~nce I 
 
Commissioner Greg Dozier 
 
Cheri Maloy Executive Ass~tant 
Les Hammond Legis~tive Liaison 
 
Patsy Bailey Customer Service Administrator 
Susan Sports Public Infonnation Officer 
 
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Regulatory Compliance Maria Dorough Director 
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3rd Party Monitoring 
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DUI Risk Reductio~ Defensive Dri~ng 
Intertock 
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ADAP Licensing and Records 
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Driver Traininw Commercial Driving 
Training 
 
Deputy Commissioner Vacant 
 
Legal &Invest~ative Services Jennifer Ammons Director 
 
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Customer Service Business Analysis Wes Sherrell Director 
 
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Customer Service Support Cathy Malone Director 
 
Legal Services 
Investigative Services 
 
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Fonns Management 
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Perlormanc~ 
Projecls Analysis 
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Quali~ 
Assurance 
I 
Straleg~ Perlormanc~ 
Planning 
 
I 
Finance &Administration 
I 
Human Resources &Training 
I 
Information Technology 
 
DDS Annual Report FY 2006 
 
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 ORGANIZATION STRUCTURE 
The DDS organization is compri ed of six division : Commissioner's Office, Cu tomer Service Licensing & Record, Regulatory Compliance, Legal & Investigative Service, Customer Service Bu iness Analysis and Cu tomer Service Support. Division Directors include: Jennifer Ammon, Legal and Investigative Services; Maria Dorough, Regulatory Compliance; Alan Watson, Customer Service Licensing and Records; Wes Sherrell, Customer Service Business Analysis, Cathy Malone, Customer Service Support Division. 
 
Left to Right: Jennifer Ammons, Legal and Investigative Services; Maria Dorough, Regulatory Compliance; Commissioner Dozier; Wes Sherrell, Customer Service Business Analysis; Cathy Malone, Customer Service Support; Alan Watson, Customer Service Licensing and Records. 
THE COMMISSIONER'S OFFICE 
The Commissioner's Office includes the following: 
Public Information Office This office is re pon ible for managing, producing and disseminating information about the activities and program of the agency to statewide and local media as well as the citizens of Georgia. 
 
DDS Annual Repon FY 2006 
 
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 Legislative Liaison The Legislative Liaison is responsible for tracking legislation and keeping the Commissioner informed on relevant issues relating to the agency, soliciting and reviewing all requests for new legislation and monitoring legislation proposed during the General Assembly. 
Customer Service Administrator The Customer Service Liaison provides constituent services for citizens who need assistance in resolving issues or obtaining information regarding the driver's licensing process. 
CUSTOMER SERVICE SUPPORT DIVISION 
The Customer Service Support division is comprised of three sections as follows: 
FINANCE & ADMINSTRATION 
The Finance and Administration section is responsible for securing, managing and reporting the department's financial resources. Major units include Budget, Accounting & Payroll, General Ledger, Procurement, Asset Management, General Support Services, Grants Administration and Revenue Collection. 
Accounting & Payroll Unit Accounting is responsible for accounts payable, accounts receivable, general ledger and payroll. 
Budget Unit Budget develops and submits the current year annual operating budget (AOB) and the next fiscal year budget request, based upon a zero based budget (ZBB), to the Governor's Office of Planning and Budget (OPB). Amendments to the AOB and quarterly allotments are also prepared and submitted to OPB. Budget tracking, maintenance and expenditure projections are vital tasks that the budget office performs for the department. Grants management, procurement and asset management functions are also within this division. The state fund budget for FY 2007 is $54,152,849. 
Procurement Unit Procurement issues Request For Proposals (RFP), Request For Quotes (RFQ), other bid requests, Purchase Orders (PO), VISA Purchase Cards (P-Card) and long distance phone cards. They develop specifications for all bid items. 
Asset Management Unit Asset Management manages the department's property exceeding a unit price of $1,000 with certain DDS defined exceptions. There are 63 physical locations, most leased. There are six owned facilities valuing $1,663,220 and the total for furnishings and equipment is $7,064,835. 
 
DDS Annual Report FY 2006 
 
18 
 
 FY 2006 Grant-Funded Projects 
 
Funding AgencylProject Name Federal Motor Carrier Safety Administration 
 
Amount Awarded 
 
Georgia Tech Pass-Through Funding 
 
$163,700.00 
 
Georgia Department of Transportation 
Uniform Traffic Citation Recovery Project 
TOTALGRA TFUNDS 
 
$ 199,000.00 
 
$ 362,700.00 
 
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Grants Administrative Unit This unit is responsible for interacting with all divisions within the agency to identify funding need, applying for financial support and managing the financial and programmatic aspects of subsequent awards. The section also capture and maintain all information needed to maintain the state' motor carrier afety program and is re pon ible for uploading all commercial vehicle inspection reports, crash data and compliance reviews into the federal systems and coordinates assignments and supervises the Compliance Review Program. 
 
FY 2006 Expenditures & Funds 
 
Personal Services Regular Operating Expenses Travel Motor Vehicle Purchases Equipment Computer Charges Real Estate Rentals Telecommunications Per Diem and Fees Contracts Conviction Reports Driver License Process Capital Outlay 
 
31,338,958 6,963,316 190,514 315,322 487,931 4,304,693 2,229,435 903,608 398,784 2,062,957 277,190 3,065,617 20,000 
 
TOTAL EXPENDITURES Federal Funds Other Funds TOTAL FEDERAL & OTHER F DS STATE GE ERAL FU DS POSITIO S MOTOR VEHICLES 
 
52,628,325 715,714 4,600,545 
5,316,259 47,312,066 
764 119 
 
DDS Annual Repon FY 2006 
 
19 
 
 Administration Unit This unit is responsible for interacting with all divisions within the agency to identify funding needs, applying for financial support, and managing the financial and programmatic aspects of subsequent awards. The section also captures and maintains all information needed to maintain the state's motor carrier safety program and is responsible for uploading all commercial vehicle inspection reports, crash data and compliance reviews into the federal systems and coordinates assignments and supervises the Compliance Review Program. 
General Support Services Unit The Mailroom handles thousands of pieces of mail daily; in fact, over 1,126,887 pieces of mail were processed during the fiscal year. Fleet Services is also under the responsibility of this section, managing vehicles for agency use. Additionally, this unit oversees the operation and safety of headquarters and warehouse facilities. 
 
Expenditures By Activity 
 
$9,387,320, 18% 
 
$813,816, 2% 
 
$1,777,015, 3% 
 
$40,650,174, 77% 
 
o License Issuance 
 
 Regulatory Compliance 
 
o Customer Service Support 0 Motorcycle Safety 
 
HUMAN RESOURCES & TRAINING 
 
The Office of Human Resources (OHR) is part of the Customer Service Support Division and provides support to all the divisions within DDS, including the Commissioner's Office, in all human resource-related matters. OHR primarily is responsible for personnel administration and for staff development and training. OHR is comprised of two major sections: Personnel and 
 
DDS Annual Repon FY 2006 
 
20 
 
 Organizational Development. The OHR team consists of eleven full-time employees and one parttime employee. 
Each year, OHR leads in the development, implementation and evaluation of the agency's workforce plan and is currently developing a comprehensive succession plan for the agency. OHR is currently leading the initiative to implement an electronic timekeeping system to replace the present manual, paper process for tracking work time. 
OHR oversees special employee benefit activities such as the Employee Assistance Program (EAP), through which several employee seminars and workshops have been offered, including stress management, change management, and grief counseling. 
Also, OHR sponsors/coordinates other activities such as the Faithful Service Awards, Public Employee Recognition Program and Lunch & Learn. 
DDS' inaugural Faithful Service Awards ceremony was held on January 12,2006. In total, nine DDS employees from across the state were honored for their 20 or more years of public service to the citizens of Georgia. 
During the fIrst week of May, 2006, DDS celebrated its own thm participation in Public Employee Recognition Week (PERW) as part of the annual statewide Georgia Public Employees Awards Recognition Program (GPEARP). Several activities and events were planned throughout this week to honor the achievements and dedication of its employees. The highlight of this week's celebration culminated with the agency awards ceremony that recognized employees for their outstanding efforts/contributions to public service in the following categories: Customer Service, Community Service, Humanitarian, Innovations/Suggestions, Leadership and Safety. 
Lunch & Learn topics have included retirement planning, personal safety, workplace safety and understanding your credit. 
Personnel The Personnel Section of OHR is comprised of a team of Personnel Technicians and Personnel Analysts who provide support services to all employees. These services include personnel transactions, flexible and health benefIts, leave, worker's compensation, performance management, job classifIcation, job compensation, recruitment and hiring. The Personnel Section also develops human resources-related policy and manages employee relations, including Equal Employment Opportunity. 
During FY 2006, nearly 800 personnel transactions were completed, including new appointments, promotions, transfers, retirements, and separations. 
 
DDS Annual Report FY 2006 
 
21 
 
 FY 2006 Personnel Transactions 
 
Hires (including from other state agencies) 
 
169 
 
Promotions 
 
184 
 
Internal Transfers 
 
78 
 
Resignations (including transfers to other state agencies) 
 
81 
 
Retirements 
 
45 
 
Other (Demotions, Data Changes, Disciplinary Actions, Terminations, etc.) 
 
233 
 
COMBINED TOTAL 
 
790 
 
Organizational Development The Organizational Development (OD) Section of OHR is comprised of a team of Staff Developmentffraining Coordinators who provide employee and staff development and training programs aligned with the organizational needs of the agency. 
In FY 2006, OD conducted 664 taff development/training activities. Some of the training for managers and employees included Customer Service, Performance Management and Progressive Di cipline through its GOALS program (Georgia Organizational And Leadership Support). The GOALS program is a comprehen ive training and development program that provides professional growth and personal enrichment opportunities to employees via a variety of education, instruction and training activities. 
For FY 2006, a primary focus for OD was to provide training and development essential in realizing Commissioner Dozier's vision for DDS to provide the best customer service possible of any tate agency in Georgia. As a result of this focus to DDS' mission of C.A.R.E., OD was nationally recognized by the American Association of Motor Vehicle Administrators (AAMVA) a the Region II Star Search Customer Service Delivery Team for 2006. 
 
D 
CUMULATIVE TOTAL 
 
4,789 3,673 7,642 5,684 3,725 
25,513 
 
* ote: The data captured statistically for this analysis does not include ad hoc and/or individual staff development, training and/or 
organizational activities conducted on a one-time basis, etc. 
 
DDS Annual Report FY 2006 
 
22 
 
r-- 
 
-- 
 
 INFORMATION TECHNOLOGY 
This section provides variou technological support to the agency and is compri ed of Enterpri e Technology and Enterprise Systems (Web Applications, Mainframe Applications, and Business Planning & Analy is). 
Enterprise Technology This unit is responsible for data and voice operations to support the core mission of the department. The unit supports the computer hardware, software and local area networks at the 61 Customer Service Centers (CSCs) located around the state. Also, the unit supports the core infrastructure network and servers at the Conyer headquarters. During this fi cal year, this unit handled an average of 300 problem tickets per month and implemented over 30 major projects. 
Enterprise Systems (Web/Mainframe Applications and Business Planning & Analysis) This unit is respon ible for production support of computer applications that aid other divisions of DDS and its partners, such as Georgia Courts, in administering the laws and regulations of the department. This unit also modifies and develops innovative products and services that enhance the ability for Georgia driver to conduct business with DDS. 
Services implemented thi fiscal year include the implementation of additional self-service Internet options such a reque ts for replacement licenses, personal driving history reports and the establishment of a personal pas word for using future secure services. In addition, enhancements were made to the Driver Testing program expanding it to make additional versions available in multiple languages for online testing and offering a practice test on the Internet. Two additional services for customers include a web application for 3rd party regulatory compliance users and a web-based application for DDS Internet vi itors to provide comments and complaints in support of DDS' cu tomer ervice initiatives. License renewal terms were al 0 extended to 5 and 10 year for eligible drivers with multi-year licenses is ued to veteran. Identification card renewal terms were al 0 extended and are available for a 10-year renewal period. 
 
FY 2006 Internet Services Statistics 
 
Internet Address Changes Processed 
 
82,075 
 
Class D to C Upgrades Processed 
 
30,630 
 
Lost License Requests Processed 
 
9,144 
 
Personal Driving History Requests 
 
4,346 
 
Personal Passwords Requested 
 
29,534 
 
Long-term Licenses Issued 
 
188,139 
 
Internet Practice Driving Tests 
 
218,353 
 
DDS Website Visits 
 
3,222,537 
 
DDS Website Visitors 
 
1,516,883 
 
DDS Annual Report FY 2006 
 
23 
 
 Internet Services One of the first principles adopted by the DDS was to bring more convenience and efficiency to the proces of renewing driver licenses, motorcycle licenses and identification cards. By offering renewals by mail and Internet, it is possible for hundreds of thousands of citizens to skip multiple trips to their local CSC. Eligible candidates who do not need to make any changes to their driver licen e can get a renewed licen e mailed directly to their home - complete with photo - before the original driver's licen e expires. This helps reduce the lines for those that must go in person to take care of their driver licensing business. 
The Automated Renewal Project Team' determination and expertise built a program capable of making government services more convenient and accessible to Georgians, while preserving the privacy and integrity of personal information. 
 
FY 2006 Automated License Renewal Program Statistics 
 
otice/Application Statistics 
 
TOTAL MAILED 
 
1,222,284 
 
ReturnedIU ndeli verable 
 
275,619 
 
Received by Customer 
 
946,665 
 
Renewal Method Statistics 
 
Internet Telephone (IVR de-activated May 1, 2006) Mail-In 
 
153,531 7,216 
297,719 
 
TOTAL 
 
458,466 
 
LEGAL & INVESTIGATIVE SERVICES DIVISION 
The department's primary tatutory responsibilities are set forth in Titles 40 and 46 of the Official Code of Georgia Annotated (O.C.G.A.). The General Counsel serves as counselor and advisor to the Commissioner and division directors on all matters regarding the legal position of the department. 
 
DDS Annual Report FY 2006 
 
24 
 
 
 
 This division is comprised of the Legal Services Section and the Investigative Services Section. 
Legal Services This section is made up of the General Counsel, the Deputy General Counsel and a paralegal. Their duties include researching and reviewing applicable laws and regulations to ensure that the department is in compliance with all legal requirements in its daily operation , drafting variou document (memoranda, correspondence, proposed regulations for con ideration by the Board of Driver Services, contracts, etc.), and representing the department in administrative hearings before the Office of State Administrative Hearings. 
Investigative Services This section is composed of eleven investigators, one administrative assi tant and a temporary clerical worker. Their duties are set forth in O.C.G.A. 40-l6-4. The investigators have full arrest powers in cases involving internal affairs of the department and in cases involving fraud in applications for or the issuance of any license, permit, certificate, or other credential within the jurisdiction of the department. In such cases, the investigators are authorized: 
(1) To investigate Department of Driver Services related crimes committed anywhere in the state; 
(2) To arrest any person violating the crirninallaws of this state; (3) To serve and execute warrants after notifying the law enforcement agency of the local 
jurisdiction of the intent to serve such warrant or warrants; (4) To enforce in general the criminal laws of this state; and (5) To carry firearms while performing their duties. 
Prior to July 1,2005, the Investigative Services Section was divided into three units: Internal Affair , Driver's License Fraud and Backgrounds. 
The Internal Affairs Unit was responsible for the investigation of allegations of misconduct by department employees, or of misconduct or criminal violations by non-employees within the department's criminal jurisdiction, such as the Third-Party TesterlExaminer monitors when the monitor believe that a Third-Party Examiner may be failing to properly administer skills test. 
 
Investigative Services Activity 
 
559,20% 
 
801,30% 
 
605,22% 
 
39,1% 
 
[J Fraud Gases 
o Correspondence Gases 
 Chauff eur Applications 
 
623,23% 
 
109,4% 
 Internal Affairs Gases 
o Background Applications 
[J Regulatory Corrpliance Applications 
 
DDS Annual Report FY 2006 
 
25 
 
 The Background Investigations Unit performed background investigations on all applicants for employment with the department, on applicants for licensure as chauffeur operators, owners and instructors of driver improvement clinics, owners and instructors of driver training schools and owners and instructors of commercial driver training schools. 
The Driver's License Fraud Unit investigated allegations that an applicant sought or obtained a driver license, permit or identification card in a fraudulent manner, including identity theft. One of the investigators concentrates on the investigation of applications using fraudulent social security numbers. A new web application, reportfraud@dds.ga.gov, was launched to offer assistance and provide information concerning protecting the integrity of the licensing system. 
**On September 6,2006, Governor Sonny Perdue announced plans for Georgia SecureID, a multiagency effort to combat the use of fraudulent documents to obtain state identification. The program adds ten new DDS investigators to be placed in the 10 highest need CSCs throughout the state. 
 
LICENSING & RECORDS DIVISION 
This division is charged with the responsibility of administering the driver license laws and providing the operational interfaces necessary to afford these services to customers located throughout Georgia. The following units provide these services: 
Habitual Violator Unit This unit administers the habitual violator laws of the state of Georgia. They provide customer service to individuals who have committed multiple traffic offenses. The primary services provided by this unit are the processing of correspondence to courts and law enforcement officials, and processing applications for probationary licenses. 
License Processing Unit This unit receives driver licenses printed by the driver license vendor and provides quality control to ensure that all documents meet the agency's specifications prior to mailing to customers. Additionally, the unit prepares licenses for mailing and processes all rejected licenses. 
Reinstatement Unit This unit provides customer service to drivers who seek information on reinstatement of driving privileges. The unit provides customer service in person, by mail and by telephone. The unit also serves law enforcement, courts, attorneys and other external as well as internal inquiries regarding the reinstatement requirements for various driver license suspensions. 
Conviction Reporting This unit provides information to users in the following areas: (1) Accepting and processing convictions received from the courts system (information obtained from these convictions is added to the driver history for each appropriate Georgia driver), (2) Resolving errors and discrepancies on driver licenses, master records and history records including revocations and suspensions and (3) 
 
DDS Annual Report FY 2006 
 
26 
 
 Preparing and storing microfilm of various documents including driver license application and con victions. 
Georgia Electronic Conviction Processing System (GECPS) Implemented August 31, 2004 
 Provide secure transmission of conviction data from Georgia Court to DDS  Provides DDS and Georgia Courts with a means to meet federally mandated 
timeframe for posting convictions to driving record within ten (10) days of adjudication by September 20, 2008  State law (HB 1253) required Georgia court to submit convictions to DDS within ten (10) days of adjudication by electronic mean  Upgraded GECPS scheduled for implementation later thi year 
 
GECPS Current Court Participation Statistics* 
 
Total Courts in Production 
 
418 
 
Total Paper Courts registered for GECPS and are actively testing 
 
29 
 
Total Paper Courts registered for GECPS but not yet in test mode 
 
110 
 
Total on-Registered Courts (paper Courts) 
 
478 
 
*Data Current as of June 1,2006 
 
FY 2006 Conviction Reporting Statistics 
 
Electronic Tickets Accepted (71 % of total convictions posted) 
 
528,043 
 
Electronic Reimbursement 
 
$211,217 
 
Paper Tickets Accepted 
Paper Ticket Reimbursement (ended December 31,2005) 
Total umber of Tickets 
 
219,002 $14,940 747,045 
 
Total Reimbursement Amount 
 
$226,157 
 
Reimbursement Rates: $0.40 per Electronic UTC; $0.10 per Paper UTC 
 
Motorcycle Safety Unit This unit provides training cla ses for motorcyclists. The training consists of various courses, which are designed to meet the skill level of the participants. The unit also provides training and 
 
DDS Annual Repon FY 2006 
 
27 
 
 certification for DMVS per onnel in order to provide skills testing for motorcyclists. The unit erve a a focal point for all matter regarding motorcycling i sues including the publication of the motorcycle operator's manual and the preparation of motorcycle examinations u ed by the department. 
 
Motorcycle Safety Class Summary Statistics 
 
FY 2003 Students Enrolled Students Completing Class 
FY 2004 Students Enrolled Students Completing Class 
FY 2005 Students Enrolled Students Completing Class 
FY 2006 Students Enrolled Students Completing Class 
 
5,603 3,772 
6,217 4,482 
5,002 4,383 
6,502 4,684 
 
Commercial Driver License (CDL) Unit This unit is responsible for providing information and support to internal and external customers regarding issue involving commercial driver licenses. The unit also administer the Problem Driver Pointer System (PDPS) by providing customer assistance to individuals who have been identified as problem drivers in other jurisdictions. 
Third-Party Monitoring Unit This unit is responsible for overseeing all non-agency personnel that contractually perform CDL skills testing. They ensure compliance with federal regulations by conducting overt and covert monitoring of approved third-party testers and examiner . The unit maintains the necessary contracts and associated files in order to comply with both tate and federal regulations. 
Customer Service Centers The primary functions of the CSCs are to conduct examinations, issue initial licenses, issue renewal licen es, issue public identification cards, issue persons with disabilities parking permits, and provide motor vehicle records and the reinstatement of driving privileges. CSCs are located throughout the state and are divided into three types, full service, part-time and CDL. 
 
DDS Annual Report FY 2006 
 
28 
 
 Customer Service Centers 
 
By District 
 
_. 
 
~ o 0 
 
~ 
 
DDS Annual Report FY 2006 
 
29 
 
 FY 2006 CSC Completed Transactions 
 
Service 
Renewals Lost License Reinstatement Driving History (MVR) Road Test 
Walk-in Reservation Out of State Transfer General Knowledge Exam Address Change Name Change Georgia Identification Card Issuance 
 
Totals 
877,693 509,006 226,009 193,896 
127,350 73,442 233,632 398,898 182,914 78,792 120,607 
 
TOTAL CUSTOMERS SERVED 
 
3,022,239 
 
182,914,6% 398,898, 13% 
 
Total Customers Served 3~022~239 
 
120,607,4% 78,792,3% 
 
73,442,2% 
 
877,693,30% 
 
233,632,8% 
127,350,4% 
o Renewals 
 Road Test-WI  Narre Change 
 
193,896,6% 226,009,7% 
 
509,006,17% 
 
 Lost License Out of State 
.10 
 
o Reinstaterrents 
 
0 Driver History 
 
 General Know ledge 0 Address Change 
o Appointrrent 
 
DDS Annual Repon FY 2006 
 
30 
 
 Customer Contact Center The DDS support a Cu tomer Contact Center for citizens and field operations to re pond to inquiries, conduct problem resolution and provide accurate and timely information. The Customer Contact Center is open for incoming calls Monday through Friday, 7:00 a.m. until 4:00 p.m. The goal to provide information acce s to citizens who need to make inquirie of a general nature about a driver license, make reservations for road te ts for automobile and CDL; assist customer with automated renewal of a driver licen e and other online processes; and to facilitate correction of citizens' driver records. The Contact Center continues to identify trends and many issues of concern for our customers and the entire agency. The Center includes 36 permanent and 13 temporary po itions and experienced an increase of over 500 calls per day over the prior year. For thi reporting period, 62.2% of total calls were an wered within 3 minute - the highe t service level in the past year. The call abandoned rate decreased 3% to 15.3%. 
 
FY 2006 Customer Contact Center Performance Statistics 
 
Total Calls Answered Abandoned Call Rate Auto Road Test Appointments Motorcycle Road Test Appointments CDL Road Test Appointments including retests Out of State License Transfer Appointments 
 
1,314,961 18.3% or 293,725 
209,390 14,693 11,712 21,736 
 
TOTAL APPOINTMENTS MADE 
 
259,296 
 
BUSINESS ANALYSIS DIVISION 
Thi Division supports customer service improvement by identifying, sharing, and implementing the best practices to improve the agency's business processes. Its main focus is on four areas: Forms Management, PerformancelProjects Analysis, Quality Assurance and Strategic Performance and Planning. 
This Division analyzes data and statistical information and identifies any particular trends that can be addressed to improve customer wait time and satisfaction. Process findings help DDS determine leading practices in performance management. This Division developed an Agency Scorecard and is a isting each Division to capture performance measures and track progress for accountability. 
A vital component of this proces is the agency's lobby management system that is utilized in every CSC. This Division guarantees that the system optimizes customer flow, improves customer service and creates a more relaxed atmosphere for both customers and staff. 
 
DDS Annual Report FY 2006 
 
31 
 
 FY 2006 Customer Service Average Wait Time 
 
MonthlYear 
Jul-05 Aug-OS Sep-05 Oct-OS Nov-OS Dec-OS Jan-06 Feb-06 Mar-06 Apr-06 May-06 Jun-06 
 
Average Wait Time 
0:22:34 0:18:46 0: 16:20 0: 13:34 0:13:44 0: 11 :30 0:09:56 0:09:30 0:08:34 0:07:56 0:06:40 0:07:52 
 
% of Customers Served Within 30 
Minutes 80.00% 82.00% 85.00% 88.00% 87:00% 90.00% 92.00% 92:00% 94.00% 94.00% 96.00% 95.00% 
 
Q-Matic Transactions 
243,576 263,777 251,593 239,915 227,240 225,378 257,780 248,478 274,763 229,000 246,914 278,838 
 
REGULATORY COMPLIANCE DIVISION 
The Regulatory Compliance Division i responsible for adrnini tration of driver training (education); defensive driving; commercial driver training; third party testing; alcohol and drug awareness (ADAP), DUI Alcohol or Drug Risk Reduction Program and issuance of chauffeur permits to limou ine drivers. 
The Division is charged with the responsibility of certification of schools and programs, licensing in tructors, approving curriculum, auditing programs for compliance, monitoring instructors for compliance with rules and regulations, and training instructors on conducting road skills tests and proper completion of rosters, contracts, student logs, etc. In addition, this Division is responsible for verifying that all schools have proper proof of insurance and issuing licenses to (chauffeur permit) to driver of luxury limousines. 
Due to the passage of HB 501, the Alcohol and Drug Awareness Program (ADAP) transferred to DDS on July 1,2005. Since that time, new rules have been approved, and DDS staff has conducted ADAP classes at headquarters. New instructor presentation kits were developed in order to provide con istency in training throughout the state. 
The DUI Alcohol or Drug Risk Reduction Program wa also transferred to DDS on July 1,2005. A new web initiate is being developed to allow school owners to submit data electronically. 
School were audited on a regular basis and classroom instruction was monitored for curriculum content. 
 
DO Annual Repon FY 2006 
 
32 
 
 FY 2006 Regulatory Compliance Statistics 
 
Program Defensive Driving Driver/CDL Training Third Party Testing DUl/Risk Reduction ADAP 
 
Schools Audited 455 314 35 464 N/A 
 
Instructors Monitored 61 55 106 67 93 
 
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DDS Annual Repon FY 2006 
 
33 
 
 CONTACT INFORMATION 
 
Location Information 
Headquarters 2206 Ea t View Parkway Conyers, Georgia 300 J3 
Individual Customer Service Centers For the neare t location, visit our web site at www.dds.ga.gov or call the Customer Contact Center at 678.4J3.8400 or 1.866.754.3687 
 
Telephone Numbers 
Driver's License Information Driver's License Reservations Toll Free (outside metro-Atlanta) Administrative Headquarters Investigations Information Technology Legal Affairs Office of Human Resources Regulatory Compliance 
 
678.413.8400 678.413.8500 (1-866)754.3687 678.413.8650 678.413.8525 678.413.8875 678.413.8765 678.413.8738 678.413.8745 
 
DDS Annual Repon FY 2006 
 
34 
 
 DDS 
GEORGIA DEPARTMENT 
OF DRIVER SERVICES 
 
A publication of 
Georgia Department of Driver Services 
2206 East View Parkway CONYERS, GEORGIA 30092 
www.dds.ga.gov 
 
Susan Sports 
Public InJormation 
 
Editors: 
 
Craig Southern 
Orgal1i::atiol1al Del'elop/llenf