{"response":{"docs":[{"id":"dlg_ggpd_y-ga-bd700-b-pa1-b2009","title":"Annual report, fiscal year 2009","collection_id":"dlg_ggpd","collection_title":"Georgia Government Publications","dcterms_contributor":null,"dcterms_spatial":["United States, Georgia, 32.75042, -83.50018"],"dcterms_creator":["Georgia. Department of Driver Services"],"dc_date":["2008/2009"],"dcterms_description":["Title from cover"],"dc_format":["application/pdf"],"dcterms_identifier":null,"dcterms_language":["eng"],"dcterms_publisher":["Atlanta, Ga. : Georgia. Department of Driver Services"],"dc_relation":null,"dc_right":["http://rightsstatements.org/vocab/InC/1.0/"],"dcterms_is_part_of":null,"dcterms_subject":["Georgia.--Department of Driver Services--Periodicals.","Georgia.--Department of Driver Services.--fast--(OCoLC)fst01820244","Drivers' licenses--Georgia--Periodicals.","Identification cards--Georgia--Periodicals.","Drivers' licenses.--fast--(OCoLC)fst00898322","Georgia","Georgia Government Documents--Serial"],"dcterms_title":["Annual report, fiscal year 2009","DDS annual report"],"dcterms_type":["Text"],"dcterms_provenance":["University of Georgia. Map and Government Information Library"],"edm_is_shown_by":["https://dlg.galileo.usg.edu/do:dlg_ggpd_y-ga-bd700-b-pa1-b2009"],"edm_is_shown_at":["https://dlg.galileo.usg.edu/id:dlg_ggpd_y-ga-bd700-b-pa1-b2009"],"dcterms_temporal":null,"dcterms_rights_holder":null,"dcterms_bibliographic_citation":null,"dlg_local_right":null,"dcterms_medium":["periodicals","state government records","annual reports"],"dcterms_extent":null,"dlg_subject_personal":null,"iiif_manifest_url_ss":null,"dcterms_subject_fast":null,"fulltext":" Table of Contents \r\nContact Information............................................................................................... Board of Directors............................................................................................. The Commissioner's Message ............................................................................... Mission Statement and Values ............................................................................. Georgia's SAFFE DL......................................................................................... 2009 Successes .................................................................................................. LegislationISafety.............................................................................................. Giving Back....................................................................................................... Awards/Recognl.tl.on............................................................................................ Future Initiatives.................................................................................................. Financial Data....................................................................................................... Organizational Structure..................................................................................... \r\n \r\n                                    "},{"id":"dlg_ggpd_y-ga-bd700-b-pa1-b2008","title":"Annual report, fiscal year 2008","collection_id":"dlg_ggpd","collection_title":"Georgia Government Publications","dcterms_contributor":null,"dcterms_spatial":["United States, Georgia, 32.75042, -83.50018"],"dcterms_creator":["Georgia. Department of Driver Services"],"dc_date":["2007/2008"],"dcterms_description":["Title from cover"],"dc_format":["application/pdf"],"dcterms_identifier":null,"dcterms_language":["eng"],"dcterms_publisher":["Atlanta, Ga. : Georgia. Department of Driver Services"],"dc_relation":null,"dc_right":["http://rightsstatements.org/vocab/InC/1.0/"],"dcterms_is_part_of":null,"dcterms_subject":["Georgia.--Department of Driver Services--Periodicals.","Georgia.--Department of Driver Services.--fast--(OCoLC)fst01820244","Drivers' licenses--Georgia--Periodicals.","Identification cards--Georgia--Periodicals.","Drivers' licenses.--fast--(OCoLC)fst00898322","Georgia","Georgia Government Documents--Serial"],"dcterms_title":["Annual report, fiscal year 2008","DDS annual report"],"dcterms_type":["Text"],"dcterms_provenance":["University of Georgia. Map and Government Information Library"],"edm_is_shown_by":["https://dlg.galileo.usg.edu/do:dlg_ggpd_y-ga-bd700-b-pa1-b2008"],"edm_is_shown_at":["https://dlg.galileo.usg.edu/id:dlg_ggpd_y-ga-bd700-b-pa1-b2008"],"dcterms_temporal":null,"dcterms_rights_holder":null,"dcterms_bibliographic_citation":null,"dlg_local_right":null,"dcterms_medium":["periodicals","state government records","annual reports"],"dcterms_extent":null,"dlg_subject_personal":null,"iiif_manifest_url_ss":null,"dcterms_subject_fast":null,"fulltext":" Table of Contents \r\nBoard of Directors................................................................................... The Commi.ssi.oner's Message..................................................................... Mission Statement and Values..................................................................... 2008 Successes........................................................................................ Future Initi.ati.ves..................................................................................... Resources/Expenditures and Funds............................................................. Organizational Structure.......................................................................... The Commissioner's Office......................................................................... Customer Service Business Analysis Division.................................................. Customer Service Support Dm. .isi.on.............................................................. Information Technology Di.vi.si.on.................................................................. Legal \u0026 Investigative Services Division......................................................... Customer Service Licensing \u0026 Records Division.............................................. Regulatory Compliance Di.vi.si.on................................................................. Contact Information................................................................................. \r\n \r\n                                   "},{"id":"dlg_ggpd_y-ga-bd700-b-pa1-b2006","title":"Annual report fiscal year 2006","collection_id":"dlg_ggpd","collection_title":"Georgia Government Publications","dcterms_contributor":["Georgia. Department of Driver Services"],"dcterms_spatial":["United States, Georgia, 32.75042, -83.50018"],"dcterms_creator":["Georgia. Department of Driver Services"],"dc_date":["2006"],"dcterms_description":["Continues Department of Public Safety annual report, GA S200 .A1 2002"],"dc_format":["application/pdf"],"dcterms_identifier":null,"dcterms_language":["eng"],"dcterms_publisher":["Atlanta, Ga. : Georgia. Department of Driver Services"],"dc_relation":null,"dc_right":["http://rightsstatements.org/vocab/InC/1.0/"],"dcterms_is_part_of":null,"dcterms_subject":["Georgia.--Department of Driver Services--Periodicals.","Georgia.--Department of Driver Services.--fast--(OCoLC)fst01820244","Drivers' licenses--Georgia--Periodicals.","Identification cards--Georgia--Periodicals.","Drivers' licenses.--fast--(OCoLC)fst00898322","Georgia","Georgia Government Documents--Serial"],"dcterms_title":["Annual report fiscal year 2006"],"dcterms_type":["Text"],"dcterms_provenance":["University of Georgia. Map and Government Information Library"],"edm_is_shown_by":["https://dlg.galileo.usg.edu/do:dlg_ggpd_y-ga-bd700-b-pa1-b2006"],"edm_is_shown_at":["https://dlg.galileo.usg.edu/id:dlg_ggpd_y-ga-bd700-b-pa1-b2006"],"dcterms_temporal":null,"dcterms_rights_holder":null,"dcterms_bibliographic_citation":null,"dlg_local_right":null,"dcterms_medium":["periodicals","state government records","annual reports"],"dcterms_extent":null,"dlg_subject_personal":null,"iiif_manifest_url_ss":null,"dcterms_subject_fast":null,"fulltext":"C,A 1)'100 \r\n.AI \r\n~ d{)Dlp \r\nI I I I \r\nGEORGIA DEPAR1MENT OF DRIVER SERVICES \r\nANNUAL REPORT \r\nFISCAL YEAR 2006 \r\n \r\n TABLE OF CONTENTS \r\n \r\nBoard of Directors................................................................................... 3 \r\n \r\nThe Commissioner's Message......................................................... \r\n \r\n4 \r\n \r\nMission Statement and Values.. \r\n \r\n5 \r\n \r\nSuccess and Challenges.............. \r\n \r\n7 \r\n \r\nAdditional Achievements and Enhancements................................................. 10 \r\n \r\nFuture Initiatives........ \r\n \r\n13 \r\n \r\nBudgeted Positions................................... \r\n \r\n15 \r\n \r\nOrganization Chart.................................................................................. 16 \r\n \r\nOrganizational Structure........................................................... \r\n \r\n17 \r\n \r\nThe Commissioner's Office........ \r\n \r\n17 \r\n \r\nCustomer Service Support Division.. \r\n \r\n18 \r\n \r\nLegal \u0026 Investigative Services Division...................................................... ... 24 \r\n \r\nLicensing \u0026 Records Division........ \r\n \r\n26 \r\n \r\nBusiness Analysis Division.............................. \r\n \r\n31 \r\n \r\nRegulatory Compliance Division........................................................ \r\n \r\n32 \r\n \r\nContact Information.............. \r\n \r\n34 \r\n \r\nDDS Annual Report FY 2006 \r\n \r\n2 \r\nJ \r\n \r\n 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. \r\n \r\nl \r\n \r\nTrummie L. Patrick, Jr. \r\n \r\nl \r\n \r\nChairman \r\n \r\nl \r\n \r\n~ \r\n \r\nDouglas \"Doug\" A.S. Chalmers, Jr. \r\n \r\n~ \r\n \r\nVice-Chairman \r\n \r\n~ \r\n \r\nBilly Fortson \r\nSecretary \r\n \r\n~ ~ \r\n \r\n~ \r\n \r\nKelly Gay \r\n \r\n~ \r\n \r\n~ \r\n \r\nPatrick McGahan (Resigned December 2006) \r\n \r\nl \r\n \r\nPosition remains vacant \r\n \r\nl \r\n \r\nBen G. Porter (Resigned September 2006) \r\n \r\n~ \r\n \r\nPosition remains vacant \r\n \r\n~ \r\n \r\n~ \r\n \r\nSusan Gordy \r\n \r\n~ \r\n \r\n~ \r\n \r\nDavid Hanna (Resigned December 2006) \r\nPosition remains vacant \r\n \r\n~ \r\n \r\n~ \r\n \r\nLinda Evans \r\n \r\n~ \r\n \r\n~ \r\n \r\n~ \r\n \r\n~ \r\n \r\nl \r\n \r\n~ \r\n \r\n~ \r\n \r\nl \r\n \r\n~ \r\n \r\nl \r\n \r\nl \r\n \r\n~ \r\n \r\nDDS Annual Repon FY 2006 \r\n \r\n3l \r\n \r\nl \r\n \r\n Message from the Commissioner \r\n \r\n_ \r\n \r\nW 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. \r\nOffering 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. \r\nOur 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.\" \r\n \r\nI 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. \r\nMuch 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. \r\nWe 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. \r\n \r\nDDS Annual Report FY 2006 \r\n \r\nGregory C. Dozier \r\n \r\n4 \r\n \r\n To continuously be tile most c stomer-focused, results-driven \r\n \r\nDDS Annual Report FY 2006 \r\n \r\n5 \r\n \r\n VALUES \r\n\"We .R.E.\" \r\n \r\nCommunication Accountabilit~ - \r\n \r\n=--_ _~ist n attentively and assist customers in a ti ely and professional manner. \r\n \r\nEthics - \r\n \r\nur actions and \r\n \r\nDDS Annual Repon FY 2006 \r\n \r\n6 \r\n \r\n SUCCESSES AND CHALLENGES \r\n \r\nFY 2006 Highlights \r\nOnline Transactions Expand and Remain Popular \r\n 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. \r\n Our customers' utilization of the existing online services (renewal, address change, lost license and driving history requests) has increased significantly. \r\n \r\nContinued Improvement of Statewide Average Wait Times \r\n \r\n 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. \r\n The percentage of customers initiating service within 30 minutes rose from 81 % in November 2004 to 95% in June 2006. \r\n Offering earlier hours for fourteen CSCs (7:30 a.m. until 5:00 p.m.) contributes to improved wait times statewide. \r\n- -- -------- \r\nSTATEWIDE AVERAGE WAIT TIME \r\n \r\n0:25:55 ~ \r\n \r\n- 100.00% \r\n \r\n0:23:02 \r\n0:20:10 -~~L-------~::;;i;;;;;;;;;;;~\"\"\"'~~\"-- ~ - -- - 95.00% \r\n \r\n0:17:17 0:14:24 ----------::;3-\u003e\u003ciE;;~E_---- 0:11:31 ~ \r\n \r\n- - 90.00% - 85.00% \r\n \r\n0:08:38 ~~-- \r\n \r\n0:05:46 0:02:53 -l--_ \r\n \r\n- 75.00% \r\n \r\n0:00:00 - - - - - - + \r\n \r\n~ 70.00% \r\n \r\nJul-05 Aug- Sep- Oct-05Nov-05 Dec- Jan-06Feb-0~ar-06Apr-06 May- Jun-06 \r\n \r\n~ \r\n \r\n~ \r\n \r\n~ \r\n \r\n06 \r\n \r\n_A\\A3rage Wait Time ~% of Customers Served Within 30 Min \r\n \r\nDDS Annual Report FY 2006 \r\n \r\n7 \r\n \r\n  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. \r\n \r\n50 45 40 35 30 25 20 15 lO \r\n5 \r\nok: \r\n1 \r\n \r\nROAD TEST RESERVATIONS \r\n \r\n-- \r\n \r\n- ,- \r\n \r\n1- \r\n \r\n-- -, \r\n \r\n-- - -- 1-' - - - \r\n \r\n- \r\n \r\n- \r\n \r\nf- \r\n \r\n= \r\n \r\n\"= \r\n \r\nJ \r\n \r\nt1- \r\nlll- \r\n \r\n1--- \r\n \r\n1- \r\n \r\n- \r\n \r\nL =-=-, ~ ~ ~ 5;;;;;:: ~ \r\n \r\n- \r\n \r\n-- \r\n \r\n2 \r\n \r\n3 \r\n \r\n4 \r\n \r\n5 \r\n \r\n6 \r\n \r\n7 \r\n \r\n8 \r\n \r\n9 \r\n \r\n10 \r\n \r\n11 \r\n \r\n12 \r\n \r\nD \r\n \r\n14 \r\n \r\n15 \r\n \r\n .I.1 \r\n \r\no December \r\n \r\n .I.me \r\n \r\n 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. \r\n \r\nFREE LICENSES ISSUED \r\n \r\n1,000 \r\n \r\n- ------ \r\n \r\n800 \r\n \r\n600 \r\n \r\n400 \r\n \r\n200 \r\n \r\nJul-OS Aug-OS Sep-OS Oct-OS \r\n \r\n- - -....-+_....9--1-*1-...:2 \r\n \r\n20 \r\n \r\n'Oy-OS Dec-OS Jan-06 Feb06 Mar06 Apr-06 May06 Jun-06 \r\n \r\nDDS Annual Report FY 2006 \r\n \r\n8 \r\n \r\n Partnership Creates Faster, Friendlier and Easier Service \r\nDDS 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. \r\n \r\nCustomer Service Operation Support Reorganization \r\n \r\nDDS 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 \r\n \r\n.....-._ Saw Time wtth DDS tatltmltt Se.n1cu \r\n.-...-..n-,~ \r\n \r\n'~_.on1tl \r\n \r\n. . .l_~ \r\n \r\n~'-\"'-a-. '1lIIroon~-'\" \r\n \r\n\u003c'OQ~oo_W'_\"\"\" \r\n \r\n\"\"\".dds.p.gov \r\n \r\ndelivery. The recommendations include reorganizing operations into \r\n \r\ntwo major units; a unit designed to provide direct, superior service to the \r\n \r\ncustomer that is supported by another unit designed to update driver \r\n \r\nrecords efficiently and accurately. This redesign integrated similar functions which helped to \r\n \r\neliminate task duplication, reduce errors, increase transaction processing and create a more holistic \r\n \r\nview for employees of their role and the impact of the quality of their work on the customer. \r\n \r\nAdditionally, a unit was established to ensure consistency in the delivery of DDS services, to \r\n \r\ndocument processes, standardize policies, procedures, forms and information management, monitor \r\n \r\nthe adherence to governmental policies, build relationships to improve cooperation with other state \r\n \r\nagencies, and enhance communications and the dissemination of information to customer. \r\n \r\nCustomer Service Center (CSC) Improvements \r\nThrough 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. \r\nTargeted 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 \r\n \r\nDDS Annual Report FY 2006 \r\n \r\n9 \r\n \r\n ~ 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. \r\nContact Center Enhancements \r\nThe 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 . \r\nADDITIONAL ACHIEVEMENTS AND ENHANCEMENTS \r\n 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 \r\n Reorganized headquarters' administrative operations to reduce the processing time for traffic citations from nine months to ten days \r\n Facility Expansions absorbed with existing budget - 15,400 square feet (4 facilities) at a cost of over $365,000 \r\n New and/or Renovated Customer Service Centers -$- 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 \r\n \r\nCDLProgram \r\nDDS 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. \r\n \r\nDDS Annual Repon FY 2006 \r\n \r\n10 \r\n \r\n Commitment to Safety \r\nDDS 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. \r\nGiving Back \r\nWhile DDS is committed to improving customer service to the motoring public, we also believe in the power of contributing to the community. \r\nState Charitable Contribution Program (SCCP) - DDS et a goal of 100 percent participation and committed to raising a total amount of $9,000.00. The money employees raise during this statewide fundraising campaign allows DDS to make financial contributions to help others in the local communities in which we both work and live. (Districts 1,2,7,9 and 10, all achieved 100% participation in the State Charitable Contribution Program.) Although several CSCs had complete participation in past campaigns, this was a huge accomplishment for so many Districts. \r\n \r\n2006 SCCP Contributions \r\n \r\nPayroll Deductions \r\n \r\n$ 5,868.00 \r\n \r\nPayroll One Time Deduction \r\n \r\n$ 4,101.85 \r\n \r\nFundraisers \r\n \r\n$ 5,054.58 \r\n \r\nTotal Employees \r\n \r\n715 \r\n \r\nEmployee Participation \r\n \r\n422 (59%) \r\n \r\nTOTAL CONTRIBUTIONS \r\n \r\n$ 15,024.43 \r\n \r\nI \r\n \r\nWe 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 . \r\nDDS 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). \r\n \r\nDDS Annual Report FY 2006 \r\n \r\nII \r\n \r\n WORK AWAY PARTICIPATION JUNE 2006 764.,.....---,.-----,---y----.,.....-------,..-------., \r\n \r\n611.2 + - - - f - - - - + - - - j - - - + - - - - - - I f - - - - - - l \r\n \r\n458.4 -t---+------i---+----+----+------j \r\n \r\n \r\nEmployee Participation \r\n \r\n305.6 + - - - - - - I - - - f - - - + - - - - - - I - - - f - - - - - - - j \r\n \r\n152.8 \r\no \r\n \r\n110 \r\n \r\n25 \r\nFlell Schedules \r\n \r\n10 \r\n \r\nCo~l!9sed \r\nWork WBett \r\n \r\nTotal \r\nP8f1I~IS \r\n \r\nOutstanding Employees \r\nGovernor's Customer Service Summit recognize DDS. Employee Brian Cox (Norcross CSC #64) was among 18 employees who were recognized as providing exemplary customer service. \r\nFirst 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. \r\nGeorgia 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. \r\n \r\nDDS Annual Report FY 2006 \r\n \r\n12 \r\n \r\n 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. \r\nFUTURE INITIATIVES \r\n Release a Request For Proposal (RFP) to begin the implementation process for a new digitized driver's license system. \r\n Implement an electronic Document Imaging System \r\n Monitor new federal licensing requirements (Real ill Act) and plan for any mandatory license process changes. \r\n 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. \r\n Customer Contact Center Improvements Continue including the installation of additional trunk lines. \r\n 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. \r\n Performance measures to analyze key performance indicators. \r\n 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. \r\n 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). \r\n \r\nDDS Annual Report FY 2006 \r\n \r\n13 \r\n \r\n  Expand the Customer Contact Center hours of operation. \r\n Cross-train all examiners in reinstatement procedures. \r\n 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. \r\n Begin collaborating with law enforcement and courts for re-design of uniform traffic citation. \r\n 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. \r\n Develop a retention/job satisfaction survey to facilitate employee retention. \r\n Implement an Employee Succession Plan to prepare for retiring employees. \r\n Utilize KRONOS timekeeping system to modernize administrative procedures. \r\n Continue to support the Georgia Driver Education Commission to facilitate safe driving initiatives for teen drivers. \r\n \r\nDDS Annual Report FY 2006 \r\n \r\n14 I \r\n \r\n POSITIONS \r\n \r\nBUDGETED POSITIONS \r\n \r\nDivision \r\nAdministrative \u0026 Finance Legal \u0026 Investigative Services Information Technology Customer Contact Center Licensing and Records Business Analysis Regulatory Compliance TOTALS \r\n \r\nFY 2006 55 16 39 35 588 4 27 764 \r\n \r\nFY 2007 55 16 39 35 623 4 27 \r\n799 \r\n \r\nDDS Annual Report FY 2006 \r\n \r\n15 \r\n \r\n ORGANIZATION CHART \r\n \r\nI \r\nCustomer Service Licensing \u0026Records Alan Watson Director \r\nI \r\nCustomer Service Centers \r\nI \r\nSelf Service Licensing \r\nI \r\nCustomer Record Monitoring \r\nI \r\nCustomer Contact Center \r\nI \r\nIMotorcycle Safe~I \r\nI \r\nICOL Compl~nce I \r\n \r\nCommissioner Greg Dozier \r\n \r\nCheri Maloy Executive Ass~tant \r\nLes Hammond Legis~tive Liaison \r\n \r\nPatsy Bailey Customer Service Administrator \r\nSusan Sports Public Infonnation Officer \r\n \r\nI \r\nRegulatory Compliance Maria Dorough Director \r\nI \r\n3rd Party Monitoring \r\nI \r\nDUI Risk Reductio~ Defensive Dri~ng \r\nIntertock \r\nI \r\nADAP Licensing and Records \r\nI \r\nDriver Traininw Commercial Driving \r\nTraining \r\n \r\nDeputy Commissioner Vacant \r\n \r\nLegal \u0026Invest~ative Services Jennifer Ammons Director \r\n \r\nI \r\nCustomer Service Business Analysis Wes Sherrell Director \r\n \r\nI \r\nCustomer Service Support Cathy Malone Director \r\n \r\nLegal Services \r\nInvestigative Services \r\n \r\nI \r\nFonns Management \r\nI \r\nPerlormanc~ \r\nProjecls Analysis \r\nI \r\nQuali~ \r\nAssurance \r\nI \r\nStraleg~ Perlormanc~ \r\nPlanning \r\n \r\nI \r\nFinance \u0026Administration \r\nI \r\nHuman Resources \u0026Training \r\nI \r\nInformation Technology \r\n \r\nDDS Annual Report FY 2006 \r\n \r\n16 \r\n \r\n ORGANIZATION STRUCTURE \r\nThe DDS organization is compri ed of six division : Commissioner's Office, Cu tomer Service Licensing \u0026 Record, Regulatory Compliance, Legal \u0026 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. \r\n \r\nLeft 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. \r\nTHE COMMISSIONER'S OFFICE \r\nThe Commissioner's Office includes the following: \r\nPublic 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. \r\n \r\nDDS Annual Repon FY 2006 \r\n \r\n17 \r\n \r\n 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. \r\nCustomer 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. \r\nCUSTOMER SERVICE SUPPORT DIVISION \r\nThe Customer Service Support division is comprised of three sections as follows: \r\nFINANCE \u0026 ADMINSTRATION \r\nThe Finance and Administration section is responsible for securing, managing and reporting the department's financial resources. Major units include Budget, Accounting \u0026 Payroll, General Ledger, Procurement, Asset Management, General Support Services, Grants Administration and Revenue Collection. \r\nAccounting \u0026 Payroll Unit Accounting is responsible for accounts payable, accounts receivable, general ledger and payroll. \r\nBudget 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. \r\nProcurement 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. \r\nAsset 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. \r\n \r\nDDS Annual Report FY 2006 \r\n \r\n18 \r\n \r\n FY 2006 Grant-Funded Projects \r\n \r\nFunding AgencylProject Name Federal Motor Carrier Safety Administration \r\n \r\nAmount Awarded \r\n \r\nGeorgia Tech Pass-Through Funding \r\n \r\n$163,700.00 \r\n \r\nGeorgia Department of Transportation \r\nUniform Traffic Citation Recovery Project \r\nTOTALGRA TFUNDS \r\n \r\n$ 199,000.00 \r\n \r\n$ 362,700.00 \r\n \r\nI \r\n \r\nGrants 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. \r\n \r\nFY 2006 Expenditures \u0026 Funds \r\n \r\nPersonal 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 \r\n \r\n31,338,958 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 \r\n \r\nTOTAL EXPENDITURES Federal Funds Other Funds TOTAL FEDERAL \u0026 OTHER F DS STATE GE ERAL FU DS POSITIO S MOTOR VEHICLES \r\n \r\n52,628,325 715,714 4,600,545 \r\n5,316,259 47,312,066 \r\n764 119 \r\n \r\nDDS Annual Repon FY 2006 \r\n \r\n19 \r\n \r\n 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. \r\nGeneral 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. \r\n \r\nExpenditures By Activity \r\n \r\n$9,387,320, 18% \r\n \r\n$813,816, 2% \r\n \r\n$1,777,015, 3% \r\n \r\n$40,650,174, 77% \r\n \r\no License Issuance \r\n \r\n Regulatory Compliance \r\n \r\no Customer Service Support 0 Motorcycle Safety \r\n \r\nHUMAN RESOURCES \u0026 TRAINING \r\n \r\nThe 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 \r\n \r\nDDS Annual Repon FY 2006 \r\n \r\n20 \r\n \r\n Organizational Development. The OHR team consists of eleven full-time employees and one parttime employee. \r\nEach 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. \r\nOHR 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. \r\nAlso, OHR sponsors/coordinates other activities such as the Faithful Service Awards, Public Employee Recognition Program and Lunch \u0026 Learn. \r\nDDS' 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. \r\nDuring 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. \r\nLunch \u0026 Learn topics have included retirement planning, personal safety, workplace safety and understanding your credit. \r\nPersonnel 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. \r\nDuring FY 2006, nearly 800 personnel transactions were completed, including new appointments, promotions, transfers, retirements, and separations. \r\n \r\nDDS Annual Report FY 2006 \r\n \r\n21 \r\n \r\n FY 2006 Personnel Transactions \r\n \r\nHires (including from other state agencies) \r\n \r\n169 \r\n \r\nPromotions \r\n \r\n184 \r\n \r\nInternal Transfers \r\n \r\n78 \r\n \r\nResignations (including transfers to other state agencies) \r\n \r\n81 \r\n \r\nRetirements \r\n \r\n45 \r\n \r\nOther (Demotions, Data Changes, Disciplinary Actions, Terminations, etc.) \r\n \r\n233 \r\n \r\nCOMBINED TOTAL \r\n \r\n790 \r\n \r\nOrganizational 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. \r\nIn 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. \r\nFor 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. \r\n \r\nD \r\nCUMULATIVE TOTAL \r\n \r\n4,789 3,673 7,642 5,684 3,725 \r\n25,513 \r\n \r\n* ote: The data captured statistically for this analysis does not include ad hoc and/or individual staff development, training and/or \r\norganizational activities conducted on a one-time basis, etc. \r\n \r\nDDS Annual Report FY 2006 \r\n \r\n22 \r\n \r\nr-- \r\n \r\n-- \r\n \r\n INFORMATION TECHNOLOGY \r\nThis 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 \u0026 Analy is). \r\nEnterprise 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. \r\nEnterprise Systems (Web/Mainframe Applications and Business Planning \u0026 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. \r\nServices 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. \r\n \r\nFY 2006 Internet Services Statistics \r\n \r\nInternet Address Changes Processed \r\n \r\n82,075 \r\n \r\nClass D to C Upgrades Processed \r\n \r\n30,630 \r\n \r\nLost License Requests Processed \r\n \r\n9,144 \r\n \r\nPersonal Driving History Requests \r\n \r\n4,346 \r\n \r\nPersonal Passwords Requested \r\n \r\n29,534 \r\n \r\nLong-term Licenses Issued \r\n \r\n188,139 \r\n \r\nInternet Practice Driving Tests \r\n \r\n218,353 \r\n \r\nDDS Website Visits \r\n \r\n3,222,537 \r\n \r\nDDS Website Visitors \r\n \r\n1,516,883 \r\n \r\nDDS Annual Report FY 2006 \r\n \r\n23 \r\n \r\n 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. \r\nThe 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. \r\n \r\nFY 2006 Automated License Renewal Program Statistics \r\n \r\notice/Application Statistics \r\n \r\nTOTAL MAILED \r\n \r\n1,222,284 \r\n \r\nReturnedIU ndeli verable \r\n \r\n275,619 \r\n \r\nReceived by Customer \r\n \r\n946,665 \r\n \r\nRenewal Method Statistics \r\n \r\nInternet Telephone (IVR de-activated May 1, 2006) Mail-In \r\n \r\n153,531 7,216 \r\n297,719 \r\n \r\nTOTAL \r\n \r\n458,466 \r\n \r\nLEGAL \u0026 INVESTIGATIVE SERVICES DIVISION \r\nThe 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. \r\n \r\nDDS Annual Report FY 2006 \r\n \r\n24 \r\n \r\n \r\n \r\n This division is comprised of the Legal Services Section and the Investigative Services Section. \r\nLegal 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. \r\nInvestigative 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: \r\n(1) To investigate Department of Driver Services related crimes committed anywhere in the state; \r\n(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 \r\njurisdiction 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. \r\nPrior to July 1,2005, the Investigative Services Section was divided into three units: Internal Affair , Driver's License Fraud and Backgrounds. \r\nThe 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. \r\n \r\nInvestigative Services Activity \r\n \r\n559,20% \r\n \r\n801,30% \r\n \r\n605,22% \r\n \r\n39,1% \r\n \r\n[J Fraud Gases \r\no Correspondence Gases \r\n Chauff eur Applications \r\n \r\n623,23% \r\n \r\n109,4% \r\n Internal Affairs Gases \r\no Background Applications \r\n[J Regulatory Corrpliance Applications \r\n \r\nDDS Annual Report FY 2006 \r\n \r\n25 \r\n \r\n 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. \r\nThe 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. \r\n**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. \r\n \r\nLICENSING \u0026 RECORDS DIVISION \r\nThis 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: \r\nHabitual 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. \r\nLicense 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. \r\nReinstatement 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. \r\nConviction 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) \r\n \r\nDDS Annual Report FY 2006 \r\n \r\n26 \r\n \r\n Preparing and storing microfilm of various documents including driver license application and con victions. \r\nGeorgia Electronic Conviction Processing System (GECPS) Implemented August 31, 2004 \r\n Provide secure transmission of conviction data from Georgia Court to DDS  Provides DDS and Georgia Courts with a means to meet federally mandated \r\ntimeframe 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 \r\n \r\nGECPS Current Court Participation Statistics* \r\n \r\nTotal Courts in Production \r\n \r\n418 \r\n \r\nTotal Paper Courts registered for GECPS and are actively testing \r\n \r\n29 \r\n \r\nTotal Paper Courts registered for GECPS but not yet in test mode \r\n \r\n110 \r\n \r\nTotal on-Registered Courts (paper Courts) \r\n \r\n478 \r\n \r\n*Data Current as of June 1,2006 \r\n \r\nFY 2006 Conviction Reporting Statistics \r\n \r\nElectronic Tickets Accepted (71 % of total convictions posted) \r\n \r\n528,043 \r\n \r\nElectronic Reimbursement \r\n \r\n$211,217 \r\n \r\nPaper Tickets Accepted \r\nPaper Ticket Reimbursement (ended December 31,2005) \r\nTotal umber of Tickets \r\n \r\n219,002 $14,940 747,045 \r\n \r\nTotal Reimbursement Amount \r\n \r\n$226,157 \r\n \r\nReimbursement Rates: $0.40 per Electronic UTC; $0.10 per Paper UTC \r\n \r\nMotorcycle 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 \r\n \r\nDDS Annual Repon FY 2006 \r\n \r\n27 \r\n \r\n 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. \r\n \r\nMotorcycle Safety Class Summary Statistics \r\n \r\nFY 2003 Students Enrolled Students Completing Class \r\nFY 2004 Students Enrolled Students Completing Class \r\nFY 2005 Students Enrolled Students Completing Class \r\nFY 2006 Students Enrolled Students Completing Class \r\n \r\n5,603 3,772 \r\n6,217 4,482 \r\n5,002 4,383 \r\n6,502 4,684 \r\n \r\nCommercial 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. \r\nThird-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. \r\nCustomer 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. \r\n \r\nDDS Annual Report FY 2006 \r\n \r\n28 \r\n \r\n Customer Service Centers \r\n \r\nBy District \r\n \r\n_. \r\n \r\n~ o 0 \r\n \r\n~ \r\n \r\nDDS Annual Report FY 2006 \r\n \r\n29 \r\n \r\n FY 2006 CSC Completed Transactions \r\n \r\nService \r\nRenewals Lost License Reinstatement Driving History (MVR) Road Test \r\nWalk-in Reservation Out of State Transfer General Knowledge Exam Address Change Name Change Georgia Identification Card Issuance \r\n \r\nTotals \r\n877,693 509,006 226,009 193,896 \r\n127,350 73,442 233,632 398,898 182,914 78,792 120,607 \r\n \r\nTOTAL CUSTOMERS SERVED \r\n \r\n3,022,239 \r\n \r\n182,914,6% 398,898, 13% \r\n \r\nTotal Customers Served 3~022~239 \r\n \r\n120,607,4% 78,792,3% \r\n \r\n73,442,2% \r\n \r\n877,693,30% \r\n \r\n233,632,8% \r\n127,350,4% \r\no Renewals \r\n Road Test-WI  Narre Change \r\n \r\n193,896,6% 226,009,7% \r\n \r\n509,006,17% \r\n \r\n Lost License Out of State \r\n.10 \r\n \r\no Reinstaterrents \r\n \r\n0 Driver History \r\n \r\n General Know ledge 0 Address Change \r\no Appointrrent \r\n \r\nDDS Annual Repon FY 2006 \r\n \r\n30 \r\n \r\n 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%. \r\n \r\nFY 2006 Customer Contact Center Performance Statistics \r\n \r\nTotal 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 \r\n \r\n1,314,961 18.3% or 293,725 \r\n209,390 14,693 11,712 21,736 \r\n \r\nTOTAL APPOINTMENTS MADE \r\n \r\n259,296 \r\n \r\nBUSINESS ANALYSIS DIVISION \r\nThi 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. \r\nThis 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. \r\nA 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. \r\n \r\nDDS Annual Report FY 2006 \r\n \r\n31 \r\n \r\n FY 2006 Customer Service Average Wait Time \r\n \r\nMonthlYear \r\nJul-05 Aug-OS Sep-05 Oct-OS Nov-OS Dec-OS Jan-06 Feb-06 Mar-06 Apr-06 May-06 Jun-06 \r\n \r\nAverage Wait Time \r\n0:22:34 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 \r\n \r\n% of Customers Served Within 30 \r\nMinutes 80.00% 82.00% 85.00% 88.00% 87:00% 90.00% 92.00% 92:00% 94.00% 94.00% 96.00% 95.00% \r\n \r\nQ-Matic Transactions \r\n243,576 263,777 251,593 239,915 227,240 225,378 257,780 248,478 274,763 229,000 246,914 278,838 \r\n \r\nREGULATORY COMPLIANCE DIVISION \r\nThe 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. \r\nThe 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. \r\nDue 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. \r\nThe 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. \r\nSchool were audited on a regular basis and classroom instruction was monitored for curriculum content. \r\n \r\nDO Annual Repon FY 2006 \r\n \r\n32 \r\n \r\n FY 2006 Regulatory Compliance Statistics \r\n \r\nProgram Defensive Driving Driver/CDL Training Third Party Testing DUl/Risk Reduction ADAP \r\n \r\nSchools Audited 455 314 35 464 N/A \r\n \r\nInstructors Monitored 61 55 106 67 93 \r\n \r\nDriver Education Locations in Georgia \r\n \r\n...... ,f 01\"1113 ......, ....... MltI,,, a_ \r\n...... \r\n \r\n1Irio\" \r\n \r\nOUi\",,-, \r\n \r\n\"''\" Paulding \r\n \r\n.... .\"\"\" ..... \r\n- ...,. ,..f\u003e 'fI\"\"\"~ \"\"110 ....... ..rt \r\n_.,rt \r\n \r\n.A~lB:lE.D: \r\nII1II . . . . . . . . . . . . . . . . \r\n,~ .......- .....- ..... \r\n\"_.'----...-- - 1~ ~00-.-I.i..l.i..i.-.i.i.iI \r\nu....\" \r\n \r\n....,.. c.':. \r\n\"\"\"' \r\n \r\n.... .......... \r\n \r\n....... \r\nol. . . . \r\n \r\n- ... ...., '-.r \r\n \r\n... \r\n \r\n,.. \r\n \r\n.n.... ...... \\ \r\n'NIl\"' '.' ' \r\n \r\nCOlurnlll  \r\nfI.hmond \r\n.... \r\n \r\n..... ..... ........ _I \r\n \r\ncn'.~-.n \r\n \r\n'MIItft \r\n,,: \r\n \r\n\",n\"trtc ..\",,,,a \r\n \r\nilAlCIlog   \r\n \r\n_D. -... - _. 01......... \r\n \r\nbnto:' \r\n \r\n..... _. /-_. ..... ..... \":.rt \r\n \r\n_w \r\n \r\nJ ... .,... QlI \r\n........ _. .... -, ...... ao, \r\n..... .. ... \"\"': \r\n \r\n'\" .\".11 \r\n \r\n0 1. . . . \r\n \r\nDauan.r\\ \r\n \r\ntI.GII\" .,~ \r\n \r\nL.lm, \r\n \r\n. . . . . . .1 \r\n \r\nhut,. \r\n \r\nc.ncll,r \r\n \r\nlInI' \r\n \r\n. . . . d \r\n \r\nat. .... \r\n \r\n, \r\n \r\nJ.ffCll\"~ \r\n \r\n-.,1'1111 \r\n \r\n-.. ft. 'r..... \r\n \r\nCO   \r\n \r\n\"\". \r\n \r\n\", \r\n \r\nA'hJa.1I \r\n \r\nIliliaoh \r\n \r\nn\"llll\"\" \r\ncn....m \r\n \r\n\"no IIIDr\\' \r\nMltn  \r\na:- \r\n \r\nM'I,r \r\n \r\nIIil'\" co..... \r\n \r\n, \r\n/ \r\n \r\n..... \r\n \r\nen., \r\n \r\n_D \r\n \r\nCO\" \r\n \r\n..... \r\n \r\n\"'\"b~' \r\n \r\ncana,\" \r\n \r\nDDS Annual Repon FY 2006 \r\n \r\n33 \r\n \r\n CONTACT INFORMATION \r\n \r\nLocation Information \r\nHeadquarters 2206 Ea t View Parkway Conyers, Georgia 300 J3 \r\nIndividual 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 \r\n \r\nTelephone Numbers \r\nDriver'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 \r\n \r\n678.413.8400 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 \r\n \r\nDDS Annual Repon FY 2006 \r\n \r\n34 \r\n \r\n DDS \r\nGEORGIA DEPARTMENT \r\nOF DRIVER SERVICES \r\n \r\nA publication of \r\nGeorgia Department of Driver Services \r\n2206 East View Parkway CONYERS, GEORGIA 30092 \r\nwww.dds.ga.gov \r\n \r\nSusan Sports \r\nPublic InJormation \r\n \r\nEditors: \r\n \r\nCraig Southern \r\nOrgal1i::atiol1al Del'elop/llenf \r\n \r\n "},{"id":"dlg_ggpd_y-ga-bd700-b-pa1-b2007","title":"Annual report, fiscal year 2007","collection_id":"dlg_ggpd","collection_title":"Georgia Government Publications","dcterms_contributor":null,"dcterms_spatial":["United States, Georgia, 32.75042, -83.50018"],"dcterms_creator":["Georgia. Department of Driver Services"],"dc_date":["2006/2007"],"dcterms_description":["Title from cover"],"dc_format":["application/pdf"],"dcterms_identifier":null,"dcterms_language":["eng"],"dcterms_publisher":["Atlanta, Ga. : Georgia. Department of Driver Services"],"dc_relation":null,"dc_right":["http://rightsstatements.org/vocab/InC/1.0/"],"dcterms_is_part_of":null,"dcterms_subject":["Georgia.--Department of Driver Services--Periodicals.","Georgia.--Department of Driver Services.--fast--(OCoLC)fst01820244","Drivers' licenses--Georgia--Periodicals.","Identification cards--Georgia--Periodicals.","Drivers' licenses.--fast--(OCoLC)fst00898322","Georgia","Georgia Government Documents--Serial"],"dcterms_title":["Annual report, fiscal year 2007","DDS annual report"],"dcterms_type":["Text"],"dcterms_provenance":["University of Georgia. Map and Government Information Library"],"edm_is_shown_by":["https://dlg.galileo.usg.edu/do:dlg_ggpd_y-ga-bd700-b-pa1-b2007"],"edm_is_shown_at":["https://dlg.galileo.usg.edu/id:dlg_ggpd_y-ga-bd700-b-pa1-b2007"],"dcterms_temporal":null,"dcterms_rights_holder":null,"dcterms_bibliographic_citation":null,"dlg_local_right":null,"dcterms_medium":["periodicals","state government records","annual reports"],"dcterms_extent":null,"dlg_subject_personal":null,"iiif_manifest_url_ss":null,"dcterms_subject_fast":null,"fulltext":"M \r\n])100 \r\n# A\\ \r\nc2DD1 \r\nDnw \r\nGEORGIA DEPARTMENT \r\nOF DRIVER SERVICES \r\nFiscal Year 2007 Annual Report \r\nwww.dds.ga.gov \r\n \r\n Table Of Contents \r\n \r\nBoard of Directors........... \r\n \r\n2 \r\n \r\nThe Commissioner's Message......................................................... \r\n \r\n3 \r\n \r\nMission Statement and Values.. \r\n \r\n4-5 \r\n \r\n2007 Successes........... \r\n \r\n6-11 \r\n \r\nFuture Initiatives........ \r\n \r\n12 \r\n \r\nResources................................... \r\n \r\n13 \r\n \r\nCompliments.................. \r\n \r\n14 \r\n \r\nOrganizational Structure........................................................... \r\n \r\n15 \r\n \r\nThe Commissioner's Office........ \r\n \r\n15 \r\n \r\nCustomer Service Business Analysis Division.......................... \r\n \r\n15-16 \r\n \r\nCustomer Service Support Division............ \r\n \r\n16-20 \r\n \r\nInformation Technology Division......... \r\n \r\n20-22 \r\n \r\nLegal \u0026 Investigative Services Division............................................... \r\n \r\n22-24 \r\n \r\nCustomer Service Licensing \u0026 Records Division.................................... \r\n \r\n24-26 \r\n \r\nRegulatory Compliance............................................................................ 27 \r\n \r\nContact Information............... \r\n \r\n28 \r\n \r\nwww.dds.ga.gov \r\n \r\n Board of Directors \r\nThe 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. \r\nTrummie 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) \r\n2 \r\n \r\n Commissioner's Message \r\nAt 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. \r\nOur 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. \r\nI 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. \r\nThe 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. \r\nGregory C. Dozier Commissioner \r\nDepartment of Driver Services \r\n3 \r\n \r\n CE.OJlGL-1 DliP.J1K1IUENJ. UF DRIVER SEJnlCES \r\nMIS ON \r\n~ bile ensuriD \r\n4 \r\n \r\n )CkDns \r\n \r\na~0 \r\n \r\nGQEFODRfGUiVAED1E~PSAEHR\\T//MCEFN; r \r\n \r\nVA ES \r\n \r\n\"We \r\n \r\nE \" \r\n \r\nCOllum nication - P11 vide ilifomtlllivn-in 1I COIl i tent! courteou mall/Ii!,.. Accountability - \r\nRe pect- \r\n \r\nEthics- \r\n \r\nDemott trate itttegr/ty and honesty in 0111' acfions and ded iOll \r\n \r\n5 \r\n \r\n FY2007 Successes \r\nImplementation of Statutory Changes \r\n Joshua's Law \r\nImplementation \r\nA 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. \r\nGrants Awarded \r\nThe 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. \r\n Fraud Prevention \r\nSocial Security Number Protection \r\nAll customers now receive a randomly generated number to replace social security numbers which had been the designated license or ID number. \r\nGeorgia Secure ID \r\nGovernor 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. \r\n6 \r\n \r\n Technology Improvements \r\n Digitized License System (DLS) \r\nDDS 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. \r\n Data Management System \r\nElectronic 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. \r\n Web-Based Services \r\nExpanded 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. \r\n KRONOS \r\nAdopted the KRONOS timekeeping system agency-wide to modernize administrative procedures. \r\nTeam Member Incentive Pay and Rewards \r\n Rewards and Recognition Program \r\nDDS 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. \r\n Professional Certification \r\nProject 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. \r\nCustomer Service \r\n AAMVA International Award \r\n7 \r\n \r\n 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 \r\neffective 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. \r\n Continued Improvement of Statewide Average Wait Times \r\nCustomers continued to receive faster, friendlier and easier service when conducting their licensing business in person. \r\n \r\nMonthlYear \r\nJul-06 Aug-06 Sep-06 Oct-06 Nov-06 Dec-06 Jan-07 Feb-07 Mar-07 Apr-07 May-07 Jun-07 \r\n \r\nFY 2007 Customer Service Average Wait Time \r\n \r\nAverage Wait Time \r\n0:08:48 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 \r\n \r\n% of Customers Served Within 30 \r\nMinutes 94.00% 93.00% 93.00% 97.00% 97:00% 97.00% 94.00% 94:00% 95.00% 96.00% 97.00% 93.00% \r\n \r\nQ-Matic Transactions \r\n258,417 291,718 259,074 240,922 229,381 227,193 267,596 249,857 268,958 216,605 257,849 265,553 \r\n \r\n \"30 minutes or it's free\" \r\nDDS 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. \r\n \r\n8 \r\n \r\n Free Licenses Issued \r\n1,000 \r\n800 \r\n600 \r\n400 \r\n200 \r\n~~+-e~Mt-i~~\"\"'~\"\"04+ ......,..~.....ee~~~\"\"\"-~3 \r\nJ- 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 \r\nCustomer Service Center (CSC) Improvements \r\n New Facilities \r\nDDS 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) \r\n Remodeled Facilities \r\nInstrumental 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), \r\n9 \r\n \r\n Forest Park ( Clayton County), Gainesville (Hall County), Griffin (Spalding County), Marietta (Cobb County), Sandy Springs (Fulton County), Savannah (Camden County) Thomson (McDuffie County). \r\n Modified Centers \r\nAlthough 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) \r\n Transitioned Centers \r\nKingsland (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. \r\nCommercial Drivers' License (CDL) Program \r\n Program Expansion \r\nDDS 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. \r\nGiving Back \r\nWhile DDS is committed to improving customer service to the motoring public, we also believe in the power of contributing to the community. \r\nFiremen in South Georgia \r\nTeam 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. \r\n10 \r\n \r\n Water Conservation \r\nDDS 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. \r\nState Charitable Contribution Program (SCCP) \r\nDDS 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. \r\n \r\n2007 SCCP Contributions \r\n \r\nPayroll Deductions \r\n \r\n$ 765.00 \r\n \r\nPayroll One Time Deduction \r\n \r\n$ 1,523.00 \r\n \r\nTOTAL CONTRIBUTIONS \r\n \r\n$ 2,288.00 \r\n \r\n11 \r\n \r\n Future Initiatives \r\n Continue to monitor new federal licensing requirements (Real ID Act) and plan for any mandatory license process changes. \r\n 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. \r\n Implement management and leadership training program and other essential training programs \r\n 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. \r\n Refine agency performance measures to analyze key performance indicators. \r\n 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. \r\n 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. \r\n 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. \r\n Cross-train all examiners in reinstatement procedures. \r\n Begin collaborating with law enforcement and courts for re-design of a uniform traffic citation. \r\n Develop a retention/job satisfaction survey to facilitate employee retention. \r\n Implement an Employee Succession Plan to prepare for retiring employees. \r\n Continue to support the Georgia Driver's Education Commission to facilitate safe driving initiatives for teen drivers. \r\n12 \r\n \r\n Resources \r\n \r\nBudgeted Positions \r\n \r\nDivision \r\nAdministrative \u0026 Finance Legal \u0026 Investigative Services Information Technology Customer Contact Center Licensing and Records Business Analysis Regulatory Compliance TOTALS \r\n \r\nFY 2007 FY 2008 \r\n \r\n55 \r\n \r\n56 \r\n \r\n16 \r\n \r\n27 \r\n \r\n39 \r\n \r\n39 \r\n \r\n35 \r\n \r\n83 \r\n \r\n623 \r\n \r\n628 \r\n \r\n4 \r\n \r\n4 \r\n \r\n27 \r\n \r\n27 \r\n \r\n799 \r\n \r\n864 \r\n \r\nFY 2007 Expenditures \u0026 Funds \r\n \r\nPersonal Services Regular Operating Expenses Motor Vehicle Purchases Equipment Computer Charges Real Estate Rentals Telecommunications Contracts Conviction Reports Driver License Process Capital Outlay \r\n \r\n32,354,913 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 \r\n \r\nTOTAL EXPENDITURES Federal Funds Other Funds TOTAL FEDERAL \u0026 OTHER FUNDS STATE GENERAL FUNDS POSITIONS MOTOR VEHICLES \r\n \r\n57,386,722 651,461 \r\n3,303,868 3,955,329 53,431,393 \r\n799 \r\n123 \r\n \r\n13 \r\n \r\n Compliments \r\n \r\nUI called the customer service phone number and the customer service rep that handled my call He \r\n \r\nrofessionally. Even though he did not have the answer to my question he made \r\n \r\n~~Tbe customer timely manner that I had the information I needed to get the answer. I just wanted \r\n \r\nservice represeBtJltive s is recognized for his excellent customer service skills. Often customers have the \r\n \r\nWIIS very belpfulllBd \r\n \r\nkept II positive \r\n \r\nIIttitude wbile tJllkiBg \r\n \r\ntome.\" \r\n \r\nentative was very helpful and kept a positive attitude while talking to me. \r\n \r\nere \r\n \r\ned and she was happy to do it. That was a great experience and would \r\n \r\n..................,...,..............b\"ack with any ther questions. \" \r\n \r\nUI 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. \" \r\n \r\nUI 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!\" \r\n \r\nUI took my daughter to the station in Marietta on Piedmont Road and Canton Highway. It was very clean \r\n \r\n(not like the one I went to in Miami years ago), the people were very pleasant, and very well organized I \r\n \r\nhad planned to be there for about three hours, but customer expectation there is somethinggoing on \r\n \r\n\"Irenewedmy license with name cbange a few Saturday's ago. Wben I arrived at tbe DDSin \r\n \r\nCobb County on County Services Road, tbe center \r\n \r\nUIgreatly 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. \" \r\n \r\nwas 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!\" \r\n \r\nUln 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. \r\n \r\n~'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.\" \r\n14 \r\n \r\n Organization Structure \r\nManagement Team \r\nDDS is comprised of seven divisions: Commissioner's Office, Customer Service Business Analysis, Customer Service Licensing \u0026 Records, Customer Service Support, Information Technology, Legal \u0026 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. \r\nCommissioner's Office \r\nThe Commissioner's Office includes the following: \r\nDeputy Commissioner \r\nRobert 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. \r\nCustomer Service Administrator \r\nThe Customer Service Administrator provides constituent services for citizens who need assistance in resolving issues or obtaining information regarding the driver's licensing process. \r\nLegislative Liaison \r\nThe 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. \r\nPublic Information Officer \r\nThe 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. \r\n\"TbedlltJI mlliDfIliIled by Ibis \r\ngroup bllS beeB \r\nheBeticiJIJ to tbe eBtin IIgeBcy. 11 \r\nCustomer Service Business Analysis Division \r\nThis 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 \r\n15 \r\n \r\n Reporting and Analysis, Process Improvement, Lobby Management Queuing System Management and Forms Quality Management. \r\n \r\nStrategic Performance Planning and Execution \r\nSuccessful 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. \r\n \r\nPerformance Measurement Reporting and Analysis \r\nThis 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. \r\n \r\nProcess Improvement \r\nThis 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. \r\n \r\nLobby Management Queuing System Management \r\nThis 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. \r\n \r\nForms Quality Management \r\n \r\nThis Division conducts bi-annual quality audits on internal and external forms to determine nomenclature \r\n \r\ninaccuracies and other language unaligned with the agency's vision of being the best managed organization and \r\n \r\nthe commitment to providing customers the best service possible. \r\n \r\n'* \"MIUlIIgiBg.III}' T,..'. \r\nacbedllle KRONOS \r\n \r\nbll.f 6/1,,1. lot 0'ti6le1\" \r\n \r\nCustomer Service Support Division \r\nThe Customer Service Support division is comprised of two sections: Finance \u0026 Administration and Human Resources \u0026 Organizational Development. \r\nFinance \u0026 Administration \r\nThe Finance and Administration Section is responsible for securing, managing and reporting the department's financial resources. Major units include Budget, Accounting \u0026 Payroll, General Ledger, Procurement, Asset Management, General Support Services, Grants Administration and Revenue Collection. \r\n \r\n16 \r\n \r\n Accounting \u0026 Payroll \r\nAccounting is responsible for accounts payable, accounts receivable, general ledger and payroll. \r\nBudget \r\nBudget 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. \r\n \r\nExpenditures By Activity \r\n \r\n$9,246,845, 18% \r\n3o/~ $2,232, 188, \r\n \r\n$777,976, 2% \r\n \r\n$42,373,495, 77% License Issuance. Regulatory Compliance 0 Customer Service Support 0 Motorcycle Safety \r\n \r\nGrants Administration \r\nThis 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. \r\n \r\nFY 2007 Grant-Funded Projects \r\n \r\nFunding Agency/Project Name \r\nFederal Motor Carrier Safety Administration Commercial Drivers License Improvement Program (CDLIP) Georgia Governor's Office of Highway Safety \r\n \r\nAmount Awarded \r\n$1,608,198 \r\n \r\nAlcohol and Drug Awareness Program (ADAP) \r\n \r\n$186,300.00 \r\n \r\nMotorcycle Safety Program \r\n \r\n$148,500.00 \r\n \r\nTOTAL GRANT FUNDS \r\n \r\n$1,942,998.00 \r\n \r\n17 \r\n \r\n Procurement \r\nProcurement issues Request For Proposals (RFP), Request For. Quotes (RFQ), other bid requests, Purchase Orders (PO) and VISA Purchase Cards (P-Card). They develop specifications for all bid items. \r\nAsset Management \r\nAsset Management manages the department's property exceeding a unit price of$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. \r\nGeneral Support Services \r\nThe 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. \r\n\"The FllitbJid Service A\",.rd Cere_oil], \",IIS fJlblllollsl I\",. very \r\nprolldl\" . \r\nHuman Resources \u0026 Organizational Development \r\nThe 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. \r\nEach 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. \r\nOHR 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. \r\nDuring 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. \r\n18 \r\n \r\n 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. \r\nHuman Resources \r\nThe 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. \r\n \r\nFY 2007 Personnel Transactions \r\n \r\nHires (including from other state agencies) \r\n \r\n138 \r\n \r\nPromotions \r\n \r\n103 \r\n \r\nInternal Transfers \r\n \r\n68 \r\n \r\nResignations (including transfers to other state agencies) \r\n \r\n107 \r\n \r\nRetirements \r\n \r\n23 \r\n \r\nOther (Demotions, Data Changes, Disciplinary Actions, Terminations, etc.) \r\n \r\n416 \r\n \r\nCOMBINED TOTAL \r\n \r\n855 \r\n \r\nDDS 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%. \r\nThe 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. \r\nOrganizational Development \r\nThe 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, \r\n19 \r\n \r\n process improvement, organizational design and system analysis in addition to programmatic and management training delivery and design. \r\n\"AbiDty to CIlSDge my sddres6 ODUDe rocks!!! Grest use ofoDliDe tools!!!\" \r\nInformation Technology Division \r\nThis division provides various technological support to the agency and is comprised of Enterprise Technology and Enterprise Systems (Web Applications, Mainframe Applications, and Business Planning \u0026 Analysis). \r\nEnterprise Technology \r\nThis 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. \r\nApplication Development \u0026 Support \r\nThe 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. \r\nWeb Development \u0026 Support \r\nThe Web Development \u0026 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. \r\nBusiness Process Analysis \r\nThe 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 \r\n20 \r\n \r\n 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. \r\nCustomers 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. \r\nDuring 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. \r\n \r\nFY 2007 Internet Services Statistics \r\n \r\nInternet Address Changes Processed \r\n \r\n72,632 \r\n \r\nClass D to C Upgrades Processed \r\n \r\n27,787 \r\n \r\nLost License Requests Processed \r\n \r\n22,511 \r\n \r\nPersonal Driving History Requests \r\n \r\n11,017 \r\n \r\nPersonal Passwords Requested \r\n \r\n59,704 \r\n \r\nInternet Practice Driving Tests \r\n \r\n314,538 \r\n \r\nDDS Website Visits \r\n \r\n3,961,995 \r\n \r\nDDS Website Visitors \r\n \r\n1,903,637 \r\n \r\nFY 2007 Automated License Renewal Program Statistics \r\n \r\nNotice/Application Statistics \r\n \r\nTOTAL MAILED \r\n \r\n1,134,554 \r\n \r\nReturnedlUndeliverable \r\n \r\n252,772 \r\n \r\nReceived by Customer \r\n \r\n881,782 \r\n \r\nRenewal Method Statistics \r\n \r\nInternet \r\n \r\n177,278 \r\n \r\nMail-In \r\n \r\n224,693 \r\n \r\nTOTAL \r\n \r\n401,971 \r\n \r\n21 \r\n \r\n Additional IT Projects Completed \r\n \r\nFootprints Implementation \r\n \r\nGECPS II \r\n \r\nDriver Education Web Data Management Application \r\n \r\nGeorgia Teen Driver Education Web Site \r\n \r\nSharePoint \r\n \r\nKRONOS \r\n \r\nMVR Server Migration \r\n \r\nImplementation of New Legislation including HB501, HB1253, HB577, SB226 \r\n \r\nMCSIA - Federal Requirement \r\n \r\nHAVA - Federal Requirement \r\n \r\nEmail notification to SOR of errors for failed CSOR, ROOSW, ROOSC \r\n \r\nCDL Audit \r\n \r\nLicense Match - Data Sales project with GTA \r\n \r\nIssuance Maintenance Packages \r\n \r\nCitation Suspension Maintenance Packages \r\n \r\nCobol II to Enterprise Cobol conversion \r\n \r\nConverted to Footprints \r\n \r\nwebMethod's upgrade \r\n \r\n\"IreJlJIy appreciJIte Legs! \r\n \r\nServices' belp iII gettiDg my \r\n \r\ndriYiIIg record correctedafter \r\n \r\n6Omeolle stole my idelltity. Tbe \r\n \r\nidelltity thiefgot seversl tickets \r\n \r\nIbat werejeoJlllrdiziDg my CDL, \r\n \r\nwbicb I rely Oll to am my \r\n \r\nUviIIg.\" \r\n \r\nLegal \u0026 Investigative Services Division \r\nTeam 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. \r\nLegal Services \r\nThe 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. \r\n \r\n22 \r\n \r\n Investigative Services \r\nThe 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. \r\nDriver'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. \r\n \r\nExamples: \r\n \r\n \r\n \r\nPresentation of counterfeit immigration documents (such as an 1-94 or \"green card\") by an \r\n \r\nundocumented alien who is not eligible for a Georgia driver's license or identification card. \r\n \r\n \r\n \r\nPresentation of a counterfeit birth certificate or social security card created on a personal computer by \r\n \r\nscanning a legitimate document and printing it out on a color printer after changing the identity \r\n \r\ninformation. \r\n \r\n \r\n \r\nPresentation of a legitimate birth certificate belonging to another person. \r\n \r\nInvestigative Service Activity for FY07 \r\n \r\n892, 2V710 IJ---=\"\"\"\"\"\"\",- \r\n \r\n495, 150/0 \r\n \r\nFraud Cases  Corresondence Cases D Chauffer Applications D Internal Affairs Cases  Background Applications D Regu latory Compliance Applications \r\n23 \r\n \r\n Driver's license fraud is a crime. \r\nAnyone 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: \r\n \r\n \r\n \r\na.c.G.A. 16-9-1 \r\n \r\n \r\n \r\na.c.G.A. 16-9-2 \r\n \r\n a.c.G.A. 16-9-121 \r\n \r\n \r\n \r\na.c.G.A. 16-10-24 \r\n \r\n a.c.G.A. 40-5-100  a.c.G.A. 40-5-104 \r\n \r\n a.c.G.A. 40-5-120 \r\n \r\n a.c.G.A. 40-5-125 \r\n \r\nForgery 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 \r\n \r\nIn 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. \r\n \r\nThe 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. \r\n \r\n\"Juat WlIIIted to MyII.\" _pretMJd \r\nI W\u0026f witIJ tile qBJck .It!I\"rlce prrnided to me by \r\np1ltJll\u0026\" \r\nCustomer Service Licensing \u0026 Records Division \r\nThis 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. \r\n24 \r\n \r\n The following units comprise the Licensing and Records Division: Customer Field Operations, Customer \u0026 Field Support and Business Policy \u0026 Records Management. \r\nCustomer Field Operations \r\nThis 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. \r\n \r\nFY 2007 CSC Completed Transactions \r\n \r\nService Renewals Lost License Reinstatement Drivin~ History (MVR) Road Test \r\nWalk-in Reservation Out of State Transfer General Knowled~eExam Address Chan~e Name Chan~e Georgia Identification Card Issuance \r\nTOTAL CUSTOMERS SERVED \r\n \r\nTotals 820,781 414,157 239,925 196,530 \r\n59,515 113,008 231,603 457,826 206,899 76,103 \r\n218,205 3,034,552 \r\n \r\nCustomer \u0026 Field Support \r\nThe 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. \r\nThis 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. \r\nThe 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. \r\n \r\n25 \r\n \r\n Business Policy \u0026 Records Management \r\nThis 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. \r\nThe business unit is also responsible for oversight of our CDL Compliance Program and our Motorcycle Safety Program. \r\nCDL Compliance Program \r\nThis 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. \r\nMotorcycle Safety Program \r\nThe 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. \r\nThe 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. \r\nBusiness Standards \r\nThis business unit is responsible for central production and distribution of essential communications to all Licensing \u0026 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. \r\n \r\nFY 2007 Customer Contact Center Performance Statistics \r\n \r\nAbandoned Call Rate \r\n \r\n16.1% or 276,680 \r\n \r\nAverage Call Answer Time \r\n \r\n3 minutes and 22 seconds \r\n \r\nAuto Road Test Appointments \r\n \r\n198,865 \r\n \r\nMotorcycle Road Test Appointments . \r\n \r\n13,998 \r\n \r\nCDL Road Test Appointments including retests \r\n \r\n18,199 \r\n \r\nOut of State License Transfer Appointments \r\n \r\n13,355 \r\n \r\nTOTAL APPOINTMENTS MADE \r\n \r\n244,417 \r\n \r\nTOTAL CALLS ANSWERED \r\n \r\n1,441,218 \r\n \r\n26 \r\n \r\n \"I observed an audit ofa driving scbool 1 was \r\nimpressed witb tbe solid client relationsbip! \r\nRegulatory Compliance Division \r\nThe 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. \r\nThe 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. \r\nDue 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. \r\nSchools 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. \r\nDuring 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. \r\n \r\nFY 2007 Regulator)' Compliance Statistics \r\n \r\nProgram Defensive Driving Driver/CDL Training Third Party Testing DUVRisk Reduction ADAP \r\n \r\nSchools Audited 646 604 112 736 N/A \r\n \r\nInstructors Monitored 104 257 134 133 206 \r\n \r\n27 \r\n \r\n Contact Information \r\n \r\nLocation Information \r\nHeadquarters 2206 East View Parkway Conyers, Georgia 30013 \r\nIndividual 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 \r\n \r\nTelephone Numbers \r\nDriver'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 \r\n \r\n678.413.8400 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 \r\n \r\n28 \r\n \r\n "}],"pages":{"current_page":1,"next_page":null,"prev_page":null,"total_pages":1,"limit_value":10,"offset_value":0,"total_count":4,"first_page?":true,"last_page?":true},"facets":[{"name":"type_facet","items":[{"value":"Text","hits":4}],"options":{"sort":"count","limit":16,"offset":0,"prefix":null}},{"name":"creator_facet","items":[{"value":"Georgia. 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