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The Customer Service Center Operations Manual (CSCOM) states DMV policy on the operation and administration of DMV customer service centers. For purposes of this manual, DMV service centers include:
Mobile offices, DMV Selects, and auto auctions are required to comply with the CSCOM; however, DMV headquarters management will specify which CSCOM policies/procedures apply to these users based on their business needs.
The following common terms used in this manual are intended to include all CSCs along with mobile offices, DMV Selects, and auto auctions (when applicable):
The CSC manager is primarily responsible for ensuring that CSCOM policies/procedures are followed within the guidelines provided.
CSC employees are required to read and understand CSCOM policies/procedures that are required for the performance of their jobs. Employees are always responsible to report any non-compliance, questionable, or fraudulent activities to their next level supervisor.
District managers are required to monitor the programs and procedures within their districts and counsel with their respective CSC managers as needed.
An electronic version of the CSCOM is available for use on myDMV Intranet and in Online Help. The CSCOM is updated frequently to meet the changing needs of the day to day operations in the CSC. This makes it difficult for CSCs to maintain a consistently updated paper copy of the manual, so it is left to the CSC manager's discretion whether a paper copy will be printed and maintained as a backup to the electronic version. If a paper copy of the manual is printed and kept on hand, the CSC manager is responsible to ensure it is updated and available at all times.
New and revised information in CSCOM procedures is captured between indicator marks. Information that is underlined symbolizes a link to related information such as another procedure, a form or publication.
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