M ])100 # A\ c2DD1 Dnw GEORGIA DEPARTMENT OF DRIVER SERVICES Fiscal Year 2007 Annual Report www.dds.ga.gov Table Of Contents Board of Directors........... 2 The Commissioner's Message......................................................... 3 Mission Statement and Values.. 4-5 2007 Successes........... 6-11 Future Initiatives........ 12 Resources................................... 13 Compliments.................. 14 Organizational Structure........................................................... 15 The Commissioner's Office........ 15 Customer Service Business Analysis Division.......................... 15-16 Customer Service Support Division............ 16-20 Information Technology Division......... 20-22 Legal & Investigative Services Division............................................... 22-24 Customer Service Licensing & Records Division.................................... 24-26 Regulatory Compliance............................................................................ 27 Contact Information............... 28 www.dds.ga.gov Board of Directors 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. Trummie L. Patrick, Jr. Chairman Douglas "Doug" A.S. Chalmers, Jr. Vice-Chairman Billy Fortson Member Lynda Coker Member Linda Evans Member Virginia Galloway Member Wilbur "T" Gamble, III Member Kelly Gay Member Susan Gordy Member (resigned) 2 Commissioner's Message At DDS, we do care. Over the past year, DDS customers continued to experience shorter wait times when visiting our customer service centers. We are offering more online transactions and also created a new website dedicated to teen drivers. Improvements in fraud prevention ensure that customers' private information is secure and their identities are not compromised. Our achievements for FY07 are impressive, but we are committed to provide even better service. Our most exciting future initiatives involve several technology enhancements. DDS will implement a new document imaging system to enable a customer's documents to be stored and accessed quickly and confidentially. Plans for a new digital licensing system will offer more secure licenses and IDs. These projects will enable DDS to provide even faster, friendlier and easier service. But more importantly, they will ensure that Georgia continues to protect the integrity and security of one of our state's most important processes. I would like to thank all of the DDS team members 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. The Board of Driver Services has provided valuable counsel and outstanding support. I would also like to thank Governor Perdue and the members of the Georgia General Assembly. DDS has been able to initiate and accomplish many improvements in large part because of your support during Legislative Sessions. Gregory C. Dozier Commissioner Department of Driver Services 3 CE.OJlGL-1 DliP.J1K1IUENJ. UF DRIVER SEJnlCES MIS ON ~ bile ensuriD 4 )CkDns a~0 GQEFODRfGUiVAED1E~PSAEHR\T//MCEFN; r VA ES "We E " COllum nication - P11 vide ilifomtlllivn-in 1I COIl i tent! courteou mall/Ii!,.. Accountability - Re pect- Ethics- Demott trate itttegr/ty and honesty in 0111' acfions and ded iOll 5 FY2007 Successes Implementation of Statutory Changes Joshua's Law Implementation A successful public information campaign included distribution of over 390,000 brochures, 5,000 posters and 123,000 letters to public and private schools and other business partners. A new website was created dedicated to teen driving requirements: www.gateendrivereducation.com and has had 199,444 visitors since launching October, 2006. DDS continues to notify teens with instructional leamer's permits of the new driver education requirements within 120 days of their eligibility for road testing. Grants Awarded The Georgia Driver's Education Commission was created to offer solutions to provide effective, accessible and affordable driver education in Georgia. The Commission approved grants totaling $4,100,100 million to 35 public high schools and 110 libraries. These funds will be used by the schools to enhance or create new driver education programs. The library grants will fund additional computer terminals to be reserved for teens that need access to virtual driver education programs. More than 17,555 Georgia students will not have access to driver training at public high schools. Many more will be able to access virtual driver training via their local community libraries. Fraud Prevention Social Security Number Protection All customers now receive a randomly generated number to replace social security numbers which had been the designated license or ID number. Georgia Secure ID Governor Perdue established a multi-agency effort to combat the use of fraudulent documents to obtain State identification cards or driver's licenses. This program focuses on investigating allegations that an applicant sought or obtained a driver license, permit or identification card in a fraudulent manner, including identity theft. DDS has hired new investigators who focus on cases in which the applicant uses or attempts to use fraudulent immigration or identity documentation to commit these crimes. The intent of Secure ID is to put investigators in the DDS Customer Service Centers (CSC) so that they can have immediate contact with the perpetrators rather than investigating fraud cases after the suspect has left the CSC. The Secure ID investigators also work in conjunction with the Georgia Bureau ofInvestigations and various federal law enforcement agencies to thwart secondary crimes committed using fraudulently obtained licenses and identification cards, such as public assistance benefit fraud and the manufacture/sale of fraudulent immigration and identity documents. 6 Technology Improvements Digitized License System (DLS) DDS released a Request For Proposal (RFP) to begin the implementation process for a new digitized driver's license system. An RFP was issued on August 10, 2007 for the purpose of engaging the services of a qualified offerer to provide a Digitized License System for the DDS which supports production of an over-the-counter Interim driver's license/ID and a centrally produced Permanent driver's license/ID. Data Management System Electronic Digital Imaging System (EDIS) - An RFP was released on September 24, 2007 to establish a contract for a commercial-off-the-shelf Electronic Document Imaging System (EDIS). EDIS will replace the current microfilm process at DDS and provide immediate access to images throughout the Agency. This project is also combined with the rewrite of the Convictions and Other Documents Data Entry System (CODES) which will greatly expand the usage and scope of the current data entry process. Web-Based Services Expanded online services to include the capability to verify an existing road test reservation and also request a reminder email for an existing road test reservation. KRONOS Adopted the KRONOS timekeeping system agency-wide to modernize administrative procedures. Team Member Incentive Pay and Rewards Rewards and Recognition Program DDS is committed to developing a performance-based culture. Pay for performance is a strong motivational tool to maintain performance and exceptional customer service. The first of many performance based incentives were submitted to State Personnel Administration and the Office of Planning and Budget. "The Commissioner's Award" and "Random Acts ofC.A. R. E. Award" reward team members with monitory incentives for consistently meeting performance goals while delivering exceptional customer service. Professional Certification Project Management Professional was added to the DDS incentive pay plan. Certified Project Managers bring valuable knowledge, skills and abilities to the organization. This program supports DDS's strategic objectives for developing project-oriented performance goals and a culture of data driven decision making. Customer Service AAMVA International Award 7 DDS received a Customer Service Excellence Award from the American Association of Motor Vehicle Administrators (AAMVA). For selection, an agency must have implemented a highly effective plan or project that leads to positive media while improving and raising standards for customer service. This award was presented specifically for DDS' internal efforts to provide employee customer service training. Customer service training instills the Agency's commitment to a customer service focus. It is credited with influencing and helping to re-shape public opinion of DDS as an Agency that cares about customers. Continued Improvement of Statewide Average Wait Times Customers continued to receive faster, friendlier and easier service when conducting their licensing business in person. MonthlYear Jul-06 Aug-06 Sep-06 Oct-06 Nov-06 Dec-06 Jan-07 Feb-07 Mar-07 Apr-07 May-07 Jun-07 FY 2007 Customer Service Average Wait Time Average Wait Time 0:08:48 0:08:54 0:09:34 0:06:38 0:06:04 0:06:32 0:09:20 0:09:22 0:09:04 0:08:32 0:07:46 0:10:18 % of Customers Served Within 30 Minutes 94.00% 93.00% 93.00% 97.00% 97:00% 97.00% 94.00% 94:00% 95.00% 96.00% 97.00% 93.00% Q-Matic Transactions 258,417 291,718 259,074 240,922 229,381 227,193 267,596 249,857 268,958 216,605 257,849 265,553 "30 minutes or it's free" 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 16,551 issued in Fiscal Year 2006 to 561 issued free in Fiscal Year 2007. 8 Free Licenses Issued 1,000 800 600 400 200 ~~+-e~Mt-i~~""'~""04+ ......,..~.....ee~~~"""-~3 J- A- S- 0- N- Do J- F- M- A- M- J- J- A- S- 0- N- Do J- F- M- A- M- J- J- A- S05 05 05 05 05 05 06 06 06 06 06 06 06 06 06 06 06 06 07 07 07 07 07 07 07 07 07 Customer Service Center (CSC) Improvements New Facilities DDS continues to create partnerships with county governments to provide new or renovated and improved facilities. These centers are now open: Blairsville (Union County) January 23, 2007 Canton (Cherokee County) July 25, 2006 Cedartown (Polk County) October 31,2006 Dalton (Whitfield County) November 14,2006 Dublin (Laurens County) August 1,2006 Macon (Bibb County) December 2007 Newnan (Coweta County) September 18,2006 Perry (Houston County) July 11,2006 Sandersville (Washington County) October 3, 2007 (a permanent part-time center) Remodeled Facilities Instrumental in the plan to increase efficiency has been the modeling and renovation of CSCs. Major remodels focus on maximizing customer comfort; especially providing additional inside seating and creating smooth movement patterns throughout each center. These centers were remodeled: Athens (Clark County), Augusta (Richmond County), Calhoun (Gordon County), Columbus (Muscogee County), 9 Forest Park ( Clayton County), Gainesville (Hall County), Griffin (Spalding County), Marietta (Cobb County), Sandy Springs (Fulton County), Savannah (Camden County) Thomson (McDuffie County). Modified Centers Although limited by site conditions, improvements could still be made by implementing minor changes such as removing a wall or converting existing space into a service counter. These centers were modified: Conyers (Rockdale County), Decatur, (Dekalb County) Lawrenceville (Gwinnett County), North Cobb, (Gwinnett County) Norcross (Cobb County) Transitioned Centers Kingsland (Camden County) and Elberton (Elbert County) citizens now have full-time centers to meet the growing demand in their area. These part-time centers now operate five days per week instead of two days per week. Commercial Drivers' License (CDL) Program Program Expansion DDS continued the expansion of the commercial driver's license program by opening a new CDL road skills testing site in Dalton (Whitfield County). This expansion makes CDL services more accessible throughout the State to help meet the needs of commercial drivers. In addition to Dalton, CDL testing is now offered in Albany, Gainesville, Jackson, Milledgeville and Thomson. 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. 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. Firemen in South Georgia Team members and customers showed overwhelming support for the firefighters battling the devastating fires in South Georgia. After collecting supplies from employees and at CSCs, several truckloads were delivered to firefighters at the National Guard Armory in Waycross. A phenomenal amount of goods were collected and delivered including over 50 cases of water and Gatorade, over 40 large boxes containing various food, clothing and personal items plus monetary contributions. 10 Water Conservation DDS responded to the Governor's goal of reducing water usage by 10% to 15% by immediately implementing steps to reduce Agency water consumption. DDS stopped all outside lawn watering and washing state vehicles, changed the flushing valves on all commodes and urinals, installed aerators on all bathroom sinks and installed instant hot water heaters for break room sinks. Employees are challenged to help with water conservation by being mindful when water is being used and to be alert for water leaks. State Charitable Contribution Program (SCCP) DDS team members continue to enthusiastically participate in the annual SCCP. 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. 2007 SCCP Contributions Payroll Deductions $ 765.00 Payroll One Time Deduction $ 1,523.00 TOTAL CONTRIBUTIONS $ 2,288.00 11 Future Initiatives Continue to monitor new federal licensing requirements (Real ID Act) and plan for any mandatory license process changes. Improve the road test reservation system by creating and implementing a web based driver road test reservation system. Launch a pilot program to allow road test reservations to be made at CSCs. Implement management and leadership training program and other essential training programs The Customer Contact Center, working with the Governor's Office of Customer Service, will be transitioning to the new statewide ACD in order to take advantage of world class telephone processing technology. Contact Center hours of operation will expand to increase access to our agents. These processes will improve call handling. Refine agency 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. Develop an 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 throughout the State. Counties that will receive new facilities, or will have improvements made to an existing center in the near future are: Bulloch County, Fannin County, Glynn County, Rabun County, Troop County, Tift County and Walton County. Strive to partner with local governments to provide additional commercial driving license (CDL) testing centers statewide. These additions will greatly improve the convenience of securing a CDL road skills test. Cross-train all examiners in reinstatement procedures. Begin collaborating with law enforcement and courts for re-design of a uniform traffic citation. Develop a retention/job satisfaction survey to facilitate employee retention. Implement an Employee Succession Plan to prepare for retiring employees. Continue to support the Georgia Driver's Education Commission to facilitate safe driving initiatives for teen drivers. 12 Resources Budgeted Positions Division Administrative & Finance Legal & Investigative Services Information Technology Customer Contact Center Licensing and Records Business Analysis Regulatory Compliance TOTALS FY 2007 FY 2008 55 56 16 27 39 39 35 83 623 628 4 4 27 27 799 864 FY 2007 Expenditures & Funds Personal Services Regular Operating Expenses Motor Vehicle Purchases Equipment Computer Charges Real Estate Rentals Telecommunications Contracts Conviction Reports Driver License Process Capital Outlay 32,354,913 5,835,230 199,484 647,488 1,102,520 2,280,234 4,103,525 6,588,323 293,824 3,095,324 885,857 TOTAL EXPENDITURES Federal Funds Other Funds TOTAL FEDERAL & OTHER FUNDS STATE GENERAL FUNDS POSITIONS MOTOR VEHICLES 57,386,722 651,461 3,303,868 3,955,329 53,431,393 799 123 13 Compliments UI called the customer service phone number and the customer service rep that handled my call He rofessionally. Even though he did not have the answer to my question he made ~~Tbe customer timely manner that I had the information I needed to get the answer. I just wanted service represeBtJltive s is recognized for his excellent customer service skills. Often customers have the WIIS very belpfulllBd kept II positive IIttitude wbile tJllkiBg tome." entative was very helpful and kept a positive attitude while talking to me. ere ed and she was happy to do it. That was a great experience and would ..................,...,..............b"ack with any ther questions. " UI will be moving to your state to Cobb County. I think the part oftaking the practice test is really good and nice to have on your website. Thank you for such a nice website. " UI went to the Camden County office. Ofcourse, like most, I didn't have everything in needed. The lady at the counter was so nice andjovial about it, and invited me to come back on Saturday, and also reminded me ofthe hours ofoperation. So Saturday, I went back, and a different lady, just as sweet, took care ofme in such a speedy manner!" UI took my daughter to the station in Marietta on Piedmont Road and Canton Highway. It was very clean (not like the one I went to in Miami years ago), the people were very pleasant, and very well organized I had planned to be there for about three hours, but customer expectation there is somethinggoing on "Irenewedmy license with name cbange a few Saturday's ago. Wben I arrived at tbe DDSin Cobb County on County Services Road, tbe center UIgreatly appreciate being able to go on-line for 2015andI would have felt it a burden the address change was free and I received my painless. " was extremely busy. Judging by tbe crowd wben I Drstarrived, I expected tbe process to take bours. Tbe operation ran very smootbly for me, lind I was pleasantly surprised. Keep up tbe good work!" Uln a day ofmediocre and mostly poor customer service and bad attitudes, I would like to let you know that 2 ofyour employees at the South Dekalb Mall location were standouts. They were both quite pleasant and very efficient and we were very pleased to have them turn our opinions around as well as the dread we generally have going. They should both be commended. Thank you. ~'Just wanted to say how impressed I was with the quick service provided to me by phone. I called the number with some questions and had anticipated a long wait time and inconsiderate help. I was pleasantly surprised that Isabelle picked up the phone on the second ring and she was very efficient and pleasant. It has been a few years since I have had to call for anything. My last experience was horrible. This was fantastic. Thank you. It is obvious that your efforts to improve have been effective." 14 Organization Structure Management Team DDS is comprised of seven divisions: Commissioner's Office, Customer Service Business Analysis, Customer Service Licensing & Records, Customer Service Support, Information Technology, Legal & Investigative Services and Regulatory Compliance. Division Directors include: Jennifer Ammons, Legal and Investigative Services; Maria Dorough, Regulatory Compliance (retired); Cathy Malone, Customer Service Support Division, Tom McMurray, Information Technology, Alan Watson, Customer Service Licensing and Records and Kathryn Williams, Customer Service Business Analysis. Commissioner's Office The Commissioner's Office includes the following: Deputy Commissioner Robert G. (Rob) Mikell, Esq., was appointed Deputy Commissioner effective March 1,2007. He provides leadership and oversight for agency operations by working closely with Commissioner Dozier to identify methods to strengthen the entire agency while focusing on the values of communication, accountability, respect, and ethics. Customer Service Administrator The Customer Service Administrator provides constituent services for citizens who need assistance in resolving issues or obtaining information regarding the driver's licensing process. 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. Public Information Officer The PIO is responsible for managing, producing and disseminating information about the activities and programs of the agency to statewide and local media as well as the citizens of Georgia. "TbedlltJI mlliDfIliIled by Ibis group bllS beeB heBeticiJIJ to tbe eBtin IIgeBcy. 11 Customer Service Business Analysis Division This Division uses systematic methods and tools to identify, analyze and implement functional improvements to the agency's business processes and positively enhance the customers' and team members' experience through these main five areas of focus: Strategic Performance Planning and Execution, Performance Measurement 15 Reporting and Analysis, Process Improvement, Lobby Management Queuing System Management and Forms Quality Management. Strategic Performance Planning and Execution Successful implementation of a cohesive, integrated strategic plan is an integral component of DDS' success. This Division leads the agency through the development, documentation and execution phase of strategic planning. DDS has a comprehensive, customer-centric strategic plan aligned with the agency's vision, goals and budgeting process that will ensure the agency's continued success legacy of providing superior service to the customer and ensuring that only safe drivers are on Georgia roads. Performance Measurement Reporting and Analysis This Division analyzes data and statistical information and identifies any particular trends that can be addressed to improve any agency business process such as customer wait time and satisfaction. Process findings help DDS determine and implement leading practices in performance metrics. This Division helps each unit capture performance measures and track progress for accountability. Process Improvement This Division facilitates process improvement initiatives to include leading workgroups, documenting and submitting for approval all process recommendations, facilitating process improvement implementation and monitoring new process sustainment. Lobby Management Queuing System Management This Division guarantees that the agency's lobby management system that is utilized in every CSC optimizes customer flow through the center and enables center team members to increase the service delivery to the customer there by creating a more relaxed and efficient atmosphere for both customers and team members. Forms Quality Management This Division conducts bi-annual quality audits on internal and external forms to determine nomenclature inaccuracies and other language unaligned with the agency's vision of being the best managed organization and the commitment to providing customers the best service possible. '* "MIUlIIgiBg.III}' T,..'. acbedllle KRONOS bll.f 6/1,,1. lot 0'ti6le1" Customer Service Support Division The Customer Service Support division is comprised of two sections: Finance & Administration and Human Resources & Organizational Development. Finance & Administration 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. 16 Accounting & Payroll Accounting is responsible for accounts payable, accounts receivable, general ledger and payroll. Budget 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 section. The state fund budget for FY 2007 is $54,152,849. Expenditures By Activity $9,246,845, 18% 3o/~ $2,232, 188, $777,976, 2% $42,373,495, 77% License Issuance. Regulatory Compliance 0 Customer Service Support 0 Motorcycle Safety Grants Administration 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. FY 2007 Grant-Funded Projects Funding Agency/Project Name Federal Motor Carrier Safety Administration Commercial Drivers License Improvement Program (CDLIP) Georgia Governor's Office of Highway Safety Amount Awarded $1,608,198 Alcohol and Drug Awareness Program (ADAP) $186,300.00 Motorcycle Safety Program $148,500.00 TOTAL GRANT FUNDS $1,942,998.00 17 Procurement Procurement issues Request For Proposals (RFP), Request For. Quotes (RFQ), other bid requests, Purchase Orders (PO) and VISA Purchase Cards (P-Card). They develop specifications for all bid items. Asset Management Asset Management manages the department's property exceeding a unit price of$I,OOO with certain DDS defined exceptions. There are 63 physical locations, most leased. There are six owned facilities valuing $3,295,758 and the total for furnishings and equipment is $9,047,436. General Support Services The Mailroom handles thousands of pieces of mail daily; in fact, 2,165,454 pieces of mail were processed during the fiscal year. Fleet Services is also under the responsibility ofthis section, managing vehicles for agency use. Additionally, this unit oversees the operation and safety of headquarters and warehouse facilities. "The FllitbJid Service A",.rd Cere_oil], ",IIS fJlblllollsl I",. very prolldl" . Human Resources & Organizational Development The Office of Human Resources (OHR) provides support and development opportunities to all the divisions within DDS in all human resource-related matters. OHR primarily is responsible for human capital management strategies and organizational development and learning. OHR is comprised of two major sections: Human Resources and Organizational Development. The OHR team consists of eleven full-time employees and one part-time employee. Each year, OHR leads in the development, implementation and evaluation of the agency's workforce plan. OHR designed HR interventions to address the primary challenges facing the DDS workforce, such as leadership development, organizational learning and succession planning. OHR has worked tirelessly with the Department's Information Technology Division and the Payroll Section to implement an electronic timekeeping system (KRONOS). This initiative has increased the agency's ability to allocate and predict resource needs for key initiatives. OHR oversees special employee benefit activities such as the Employee Assistance Program (EAP), through which several employees have benefited from intervention to include, private counseling services, and workshops addressing emotional, financial, and familial issues which may affect an employee's work performance. During the year, DDS employees have accessed more than 2,352 hours of services. During the year OHR requested and received approval to implement an employee recognition program that places renewed emphasis on pay for performance, in addition to implementing a criteria-based salary incentive for Project Management certification, which increases the employees' ability to grow and develop in areas of great importance to the agency. OHR has continued to recognize committed employees through Faithful Service Awards and Public Employee Recognition Program. 18 OHR continues to improve on talent management services, offering enhanced recruitment strategies to meet the individualized staffing needs. OHR has reduced the time to hire from an average of 180 days to 52 days, from the time of request to hire to on-boarding. OHR offers consultative services on individual and unit performance aimed at increasing overall productivity. Human Resources The Human Resources section of OHR is comprised of a team consisting of Human Resources Consultants, Personnel Analysts, and Personnel Technicians who provide support services to all DDS employees. These services include organizational assessments, change management planning, recruiting and selecting qualified candidates, disability management, benefit administration, on-boarding activities, leave administration, compensation, performance management, and job classification. The OHR section also develops human resources-related policy and manages employee relations, including Equal Employment Opportunity and internal investigations. FY 2007 Personnel Transactions Hires (including from other state agencies) 138 Promotions 103 Internal Transfers 68 Resignations (including transfers to other state agencies) 107 Retirements 23 Other (Demotions, Data Changes, Disciplinary Actions, Terminations, etc.) 416 COMBINED TOTAL 855 DDS has achieved a 4-point decrease in the annual turnover rate. Through innovative hiring practices and changes in the new employee orientation and other on-boarding activities, the annual turnover has decrease from 23% to 19%. The OHR participated in the statewide inter-agency "Job Classification Redesign Study" and took that opportunity to vigorously introduce a new career path for the Driver Examiner job. The Driver Examiner job family now contains seven levels of career progression. The career progression also allows the employee to choose from a dual path of advancement within the career path: highly technical and management. Organizational Development The Organizational Development (OD) Section ofOHR is comprised ofa team of Staff Development and Training Coordinators who provide not only staff development and training programs aligned with the organizational needs of the agency, but also increase organizational effectiveness through planned interventions related to organizational processes, resulting in improved productivity, employee satisfaction and improved customer service. In FY 2007, the OD section went through a complete rebuild of services and employee competencies. The OD services now include organizational transformation strategies, knowledge management, 19 process improvement, organizational design and system analysis in addition to programmatic and management training delivery and design. "AbiDty to CIlSDge my sddres6 ODUDe rocks!!! Grest use ofoDliDe tools!!!" Information Technology Division This division provides various technological support to the agency and is comprised of Enterprise Technology and Enterprise Systems (Web Applications, Mainframe Applications, and Business Planning & Analysis). 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 64 Customer Service Centers (CSCs) located around the state. Also, the unit supports the core infrastructure network and servers at the Conyers headquarters. Application Development & Support The Application Development and Support Unit performs computer program development for applications that run on the state IBM mainframe. These programs are the basic applications used for all functionality in the Customer Service Centers and Headquarters Driver's License Support Division. This unit also provides support to all operations units that access applications running on the mainframe for resolving software problems, enhancing the software functionality, providing statistical data and special reports, and maintaining the database of driver histories. Web Development & Support The Web Development & Support Unit performs computer program development and support for web based and client/server applications that run DDS's windows based platforms. These programs are usually the extension of Driver's License services to Internet, Secure File Transfer and Graphical Client Interfaces. In addition to supporting Driver's License services, this unit also provides support to the Regulatory Compliance Division. Internet based services are provided for regulated school to report attendance to DDS for such programs as ADAP, Driver Training and Risk Reduction. Business Process Analysis The Business Process Analysis Unit provides Project Management and performs Verification Testing functions for DDS initiatives that utilize Information Technology systems. This group consists of Project Managers and Business Analysts, who are assigned to each initiative that is classified as a formal project. Project Managers 20 are responsible for overseeing each project and for being the primary liaison between each business unit and the Information Technology division. Business Analysts assist in the development of business and functional requirements, coordinate between technical staff and business subject matter experts, and verify that the developed Information Technology solution(s) performs as designed. One of the first principles adopted by the DDS was to bring more convenience and efficiency to the process of renewing driver's licenses, motorcycle licenses and identification cards. By offering renewal services by mail and Internet, it is possible for hundreds of thousands of citizens to skip multiple trips to their local CSc. Customers also have the option of initiating a change of address, accessing their personal driving history (MVR) or requesting a replacement license online. Eighteen-year-olds may request an unrestricted license and those studying for a permit may review practice questions. Customers may send questions, comments or concerns via a web-based comment feature. During FY 2007, web-based services were expanded to include the capability to verify an existing road test reservation and also request a reminder email for an existing road test reservation. FY 2007 Internet Services Statistics Internet Address Changes Processed 72,632 Class D to C Upgrades Processed 27,787 Lost License Requests Processed 22,511 Personal Driving History Requests 11,017 Personal Passwords Requested 59,704 Internet Practice Driving Tests 314,538 DDS Website Visits 3,961,995 DDS Website Visitors 1,903,637 FY 2007 Automated License Renewal Program Statistics Notice/Application Statistics TOTAL MAILED 1,134,554 ReturnedlUndeliverable 252,772 Received by Customer 881,782 Renewal Method Statistics Internet 177,278 Mail-In 224,693 TOTAL 401,971 21 Additional IT Projects Completed Footprints Implementation GECPS II Driver Education Web Data Management Application Georgia Teen Driver Education Web Site SharePoint KRONOS MVR Server Migration Implementation of New Legislation including HB501, HB1253, HB577, SB226 MCSIA - Federal Requirement HAVA - Federal Requirement Email notification to SOR of errors for failed CSOR, ROOSW, ROOSC CDL Audit License Match - Data Sales project with GTA Issuance Maintenance Packages Citation Suspension Maintenance Packages Cobol II to Enterprise Cobol conversion Converted to Footprints webMethod's upgrade "IreJlJIy appreciJIte Legs! Services' belp iII gettiDg my driYiIIg record correctedafter 6Omeolle stole my idelltity. Tbe idelltity thiefgot seversl tickets Ibat werejeoJlllrdiziDg my CDL, wbicb I rely Oll to am my UviIIg." Legal & Investigative Services Division Team members ofthe Legal and Investigative Services Division include three (3) lawyers, one (1) paralegal, one (1) secretary, one (1) part-time administrative assistant, and eleven (11) P.O.S.T. certified law enforcement officers. The investigative staffwill be increasing during FY 2008 as the DDS implements Governor Perdue's Secure ID initiative enacted during the 2007 Legislative Session. Legal Services The Legal Services Section is made up of the General Counsel, two lawyers 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 operations. The Legal Services team also drafts proposed amendments to the DDS' administrative rules for consideration by the Board of Driver Services. DDS' attorneys also represent the department in administrative hearings before the Office of State Administrative Hearings primarily involving appeals of driver's license suspensions and revocations. 22 Investigative Services The DDS is committed to protecting the integrity of the identity documents issued by the agency. In order to prevent the issuance of driver's licenses and identification cards to people who are not eligible to receive these documents, the DDS has enacted stringent requirements relating to the documents that must be presented in order for a customer to prove his/her identity, residency, and citizenship or lawful presence in the United States. We also train our staff to recognize counterfeit and/or fraudulent identity documents. Additionally, we employ a staff of law enforcement officers who investigate allegations of driver's license fraud. Driver's license fraud includes the use of another person's identity, the submission of counterfeit identity documents, and all other activities intended to obtain a driver's license or identification card by a person or for a person who is not eligible for issuance of such a document. Examples: Presentation of counterfeit immigration documents (such as an 1-94 or "green card") by an undocumented alien who is not eligible for a Georgia driver's license or identification card. Presentation of a counterfeit birth certificate or social security card created on a personal computer by scanning a legitimate document and printing it out on a color printer after changing the identity information. Presentation of a legitimate birth certificate belonging to another person. Investigative Service Activity for FY07 892, 2V710 IJ---=""""""",- 495, 150/0 Fraud Cases Corresondence Cases D Chauffer Applications D Internal Affairs Cases Background Applications D Regu latory Compliance Applications 23 Driver's license fraud is a crime. Anyone suspected of committing driver's license fraud may be charged with any of a number of violations of state and/or federal law, including, but not limited to the following: a.c.G.A. 16-9-1 a.c.G.A. 16-9-2 a.c.G.A. 16-9-121 a.c.G.A. 16-10-24 a.c.G.A. 40-5-100 a.c.G.A. 40-5-104 a.c.G.A. 40-5-120 a.c.G.A. 40-5-125 Forgery in the 1st degree Forgery in the 2nd degree Identity Fraud Making false statements in a matter within a political subdivision Possession of multiple identification cards Making a false statement in an application for an ID card Fraudulent use of a driver's license or identification card Making a false statement in an application for a driver's license In an effort to make it easier for concerned citizens and employees to assist our investigators in thwarting driver's license fraud, the DDS has set up a new e-mail address for the reporting of suspected criminal activity. Customers and employees of the DDS can e-mail reportfraud@dds.ga.gov to report fraud directly to the Investigative Services Section. Fraudulent activity also may be reported by phone to (678) 413-8766. The creation of counterfeit driver's licenses and identification cards is not driver's license fraud, and investigations of these types of allegations fall outside the scope of the DDS' jurisdiction unless the complaint involves the actions of a DDS employee or DDS equipment. However, the DDS partners with the GBI to investigate these types of crimes through Governor Perdue's Secure ID initiative. DDS is in the process of hiring additional investigators who will be assigned to Customer Service Centers in which the DDS finds a high rate of illegal activity by undocumented aliens. The presence of these officers in the CSC's will allow for immediate capture of criminals and the deterrent impact of having a police officer on the premise. "Juat WlIIIted to MyII." _pretMJd I W&f witIJ tile qBJck .It!I"rlce prrnided to me by p1ltJll&" Customer Service Licensing & Records Division This Division is charged with administering the driver license laws, rules and regulations and maintaining the integrity of the customer record. The division manages the direct customer service activities and supporting processes that allow the issuance, renewal or update of all Driver's Licenses and Identification Cards. 24 The following units comprise the Licensing and Records Division: Customer Field Operations, Customer & Field Support and Business Policy & Records Management. Customer Field Operations This business unit is responsible for our 64 Customer Service Centers across the state. They are organized into 11 geographic districts. 61 of these offices are open Tuesday - Saturday and 3 Offices operate on a part time basis. The offices offer walk-in services to conduct examinations, issue or renew driver licenses or identification cards and provide motor vehicle records and the reinstatement of driving privileges. FY 2007 CSC Completed Transactions Service Renewals Lost License Reinstatement Drivin~ History (MVR) Road Test Walk-in Reservation Out of State Transfer General Knowled~eExam Address Chan~e Name Chan~e Georgia Identification Card Issuance TOTAL CUSTOMERS SERVED Totals 820,781 414,157 239,925 196,530 59,515 113,008 231,603 457,826 206,899 76,103 218,205 3,034,552 Customer & Field Support The DDS supports a Customer Contact Center for citizens and field operations to respond 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 5:15 p.m. The goal to provide information access to citizens who need to make inquiries of a general nature about a driver license, make reservations for road tests (automobile, motorcycle and CDL); assist customers with automated renewal ofa driver license 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. This business unit also supports multiple DDS Help Desks that provide support for all of the Customer Service Centers to handle escalated customer problems requiring immediate research and correction, interacting with national driver databases to verify driving record status in another state and to triage hardware, telephone or software problems to the appropriate IT unit for assistance. The business unit is also responsible for the timely and accurate processing of all centrally produced licenses or identification cards from our Automated Renewal program and other Internet services to make address changes or replace lost licenses or identification cards. 25 Business Policy & Records Management This business unit is responsible for receiving, archiving and entering information from our Customer Service Centers, courts and other key business partners to update customer records in a timely and accurate manner. Citations from all states must be processed through this unit if a Georgia driver is convicted of a traffic offense in any jurisdiction. The unit receives citations and non-citation information in paper and electronic form. The unit also responds to customers, law enforcement and other states for motor vehicle reports and information on Georgia driving records. The business unit is also responsible for oversight of our CDL Compliance Program and our Motorcycle Safety Program. CDL Compliance Program This program is responsible for training, certifying and monitoring all DDS and third party CDL examiners. The department must ensure that federal and state requirements are being met by the DDS and is the focal point for the agency working with state and federal authorities for compliance and regulation. Motorcycle Safety Program The purpose of the Georgia Motorcycle Safety Program is to improve the safety of motorcyclists through rider education, training courses, and a comprehensive public awareness effort for the ultimate benefit to all highway users. The GMSP trains and certifies DDS personnel to provide the motorcyclist licensing skills test. The GMSP serves as a focal point for matters regarding motorcycling issues including the publication of the motorcycle operator's manual, proposed law changes, DDS motorcycle examinations, motorcycle licensing issues, and active support to other government agencies with a similar mission. Business Standards This business unit is responsible for central production and distribution of essential communications to all Licensing & Records and agency employees regarding policy and procedures. The unit was created to ensure consistency in the documentation and procedures provided to all customer service agents in order to improve customer service. The unit serves as a focal point for all new development projects that impact the Licensing and Records Division. The team is responsible for documenting processes and interacting with the Information Technology and Human Relations/Training teams to ensure new projects or enhancements meet the needs of our team members and customers. FY 2007 Customer Contact Center Performance Statistics Abandoned Call Rate 16.1% or 276,680 Average Call Answer Time 3 minutes and 22 seconds Auto Road Test Appointments 198,865 Motorcycle Road Test Appointments . 13,998 CDL Road Test Appointments including retests 18,199 Out of State License Transfer Appointments 13,355 TOTAL APPOINTMENTS MADE 244,417 TOTAL CALLS ANSWERED 1,441,218 26 "I observed an audit ofa driving scbool 1 was impressed witb tbe solid client relationsbip! Regulatory Compliance Division The Regulatory Compliance Division is responsible for administration 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 limousine drivers. The Division is charged with the responsibility of certification of schools and programs, licensing instructors, 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 (chauffeur permits) to drivers of luxury limousines. Schools are audited on a quarterly basis and classroom instructors are monitored regularly. Due to the passage of SB 226 (Joshua's Law) all sixteen-year-olds applying for a Class D license must complete an approved driver training program. In order to provide accessible and affordable training throughout the state, 37 virtual (web-based) 30 hour classroom programs were approved. Schools in the Third Party Testing Program are monitored more frequently since the students completing a 30/6 program at an approved Third Party school can be administered the Georgia road skills test by a licensed driver training school instructor. During FY 2007, a total of3,883 third party tests were administered. A total of3,263 students (or 84 percent) successfully passed the test and 620 students (or 16 percent) were reported as failures. FY 2007 Regulator)' Compliance Statistics Program Defensive Driving Driver/CDL Training Third Party Testing DUVRisk Reduction ADAP Schools Audited 646 604 112 736 N/A Instructors Monitored 104 257 134 133 206 27 Contact Information Location Information Headquarters 2206 East View Parkway Conyers, Georgia 30013 Individual Customer Service Centers For the nearest location, visit our web site at www.dds.ga.gov or call the Customer Contact Center at 678.413.8400 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 678.413.8766 678.413.8875 678.413.8765 678.413.8738 678.413.8745 28