State of The Art Facility a Model for Improved Customer Service
LOCUST GROVE, GA – Governor Sonny Perdue, Department of Driver Services (DDS) Commissioner Greg Dozier and the Henry County Board of Commissioners dedicated a new driver’s license Customer Service Center (CSC) in Locust Gove (Henry County) today – another step in the plan to improve customer service and decrease the wait times that citizens in metro-Atlanta have been experiencing while taking care of their licensing business. Governor Perdue and Commissioner Dozier are aggressively streamlining the processes for obtaining and renewing driver’s licenses in an efficient and customer service oriented manner. The new facility will serve as a model to test and monitor many new customer service enhancements recently identified by a joint partnership between Georgia Tech’s Economic Development Institute (GTEDI) and DDS. It is located at 619 Stanley K. Tanger Boulevard, (near the Tanger Outlet Mall in Locust Grove), and will officially open for business on Tuesday, September 6.
“This new driver’s license center will be a primary laboratory and proving ground for improved customer service,” said Governor Sonny Perdue. “It will serve as a model to test and monitor new time-saving and service-enhancing ideas before they are rolled out statewide.”
GTEDI and DDS identified rapid improvement projects focused specifically on addressing the long wait times. As the enhancements prove successful in making the licensing process more efficient and time saving, they will be incorporated into existing facilities throughout the state.
“No one should have to wait an inordinate amount of time to get a driver’s license, and we are committed to solving the problem,” said Commissioner Greg Dozier.
The new enhancements include:
- Extended hours to reduce the backlog which occurs as customers arrive in the morning. Doors will open at 7:30 a.m. Typically, citizens begin lining up well before the 9:00 a.m. opening.
- A workstation available for customers to begin paperwork before their number is called.
- Informational brochures provided to customers as they are assigned a number. Customers will then check requirements to be sure they have the necessary documents before waiting to be called to the counter. Many customers wait unnecessarily only to find out that they must leave and return with the required information.
- An express line for license renewals only.
- Disability Parking Permits issued at the front receptionist desk eliminating the need for the customer to take a number and wait to be called.
- Customers with more complicated issues will be handled by a central help desk instead of by the driver examiners at the counter.
- Eliminate customer confusion inside the center by providing improved signage.
- Customers routed through the center in a more efficient manner eliminating the need to move from station to station for different activities or sit down numerous times.
- Inefficient processes have been corrected by relocating the proximity of supplies such as the fax machine and copier. This eliminates the necessity of the examiners to leave the station while assisting customers.
The 10,000 square feet, state-of-the-art, $2.5 million dollar center was built due to the cooperation of both Henry County and the state of Georgia. Henry County provides funding for the facility while the state provides equipment and personnel. This CSC is designed to accommodate a projected daily average of 500 customers. It is a full-service licensing issuance facility providing testing, including motorcycle, renewals, reinstatements. It includes 20 customer service counters, seating for 150 customers, 20 driver’s license testing stations and three photo stations. There is an abundance of free parking.
Commissioner Dozier praised the partnership involved in putting this project together. “We are very pleased with the cooperation we have received from the Henry County Board of Commissioners on this project,” he said. “This is an example of two government agencies coming together for the good of the citizens.”