Let's Chat: Driving Innovation: How Georgia DDS is Transforming Customer Service

Spencer Moore, Commissioner, Georgia Department of Driver Services (DDS) discusses how Georgia DDS is redefining customer service through digital transformation and self-service innovation.

Key Discussion Points include: 

1. Technology-Driven Customer Service Enhancements

• The role of technology in modernizing Georgia DDS services to meet customer needs.
• How limited human resources drive the need for digital transformation.

2. Virtual Road Test Implementation

• The development and adoption of virtual road test technology during COVID-19.
• Benefits of remote testing for customers and employees, including increased safety and efficiency.
• High customer adoption rate (90% prefer virtual testing).

3. Mobile Driver’s License (mDL) Advancements

• Georgia’s leadership in implementing digital credentials with Apple, Google, and Samsung.
• The security and convenience benefits of mobile driver’s licenses.
• TSA’s acceptance of digital IDs as a major milestone in identity verification.

4. Expansion of Self-Service Options

• Introduction of self-service kiosks for simple transactions.
• The strategic placement of kiosks in grocery stores for added convenience.
• Growth of online DDS services for 24/7 access to renewals, reinstatements, and payments.

5. Workforce Balance and Innovation

• The importance of employee well-being in service modernization.
• Real ID compliance and its impact on security and customer experience.
• Ensuring that technology supports, rather than replaces, employees.

6. The Value of Public Sector Collaboration

• Networking and knowledge-sharing at events like Government Innovation Georgia.
• Learning from other agencies to improve digital service delivery.
• The role of collaboration in tackling emerging challenges in public service.