Customer Service Center Operations Manual

Electronic Notifications (E-Notification) Requests
CSCOM-136

DESCRIPTION

CSC staff must ask EVERY customer age 18 or over if they would like to sign up to receive an electronic notification (e-notification). E-notifications will be sent when:

• A customer's driver's license, identification card and/or registration are due.
  • Customers will receive e-notifications approximately 45 days prior to the expiration of their registration or 90 days prior to the expiration of their driver's license.
• A customer's driver's license, learner's permit, identification card, disabled parking placard and license plates have been mailed.

The customer may choose to receive this e-notification either by email or text messaging.

Customers opting to receive their e-notification will receive a message that their products have been mailed.

PROCESSING AGENT - Opting Into Receiving E-Notifications

<<<<<REVISION

1. Ask EVERY customer age 18 or over: "Would you like to sign up to receive your driver's license and vehicle renewal reminders and shipping notice by email or text messaging instead of by mail?"   END REVISION>>>>>
   
   NOTE: If the customer expresses security concerns, inform them that the contact information they provide will be maintained by DMV in the same manner as all other personal information. It will not be sold to or shared with any other entity except as required or permitted by law.
2. If the customer answers "Yes" or they need to change existing e-notification information:
   1. If not previously completed, verify that the customer at the front window is who they claim to be (by verifying the customer's record.)
   
   
   
   2. Ask the customer "By which method do you prefer to receive your e-notifications: email or text messaging?"
      • If a customer prefers to receive their renewal reminders by text messaging, inform them that standard texting rates may apply and they must update their DMV record if they change their cell phone carrier and/or number.
   3. Process the customer's request in the system .
      • Contact SSG if a customer's cell phone carrier is not listed in the system.
      • CSRs may request that the customer write their email address in the margin of their applications (if applicable) to ensure they have entered the correct email address.
   4. Tell the customer: "You will receive a (choose: email/text message) within 48 hours confirming you are signed up to receive electronic notifications via (choose: email/text message). If you do not receive this confirmation within 48 hours, please contact DMV Direct.".
3. If the customer answers "No":
   1. Process the customer's request in the system.
      • If the customer requests more information, inform them that they can sign up at any time for e-notifications online, in a CSC, or by calling DMV Direct.
   2. Complete the customer's initial transaction, no further action is required.

POINTS TO REMEMBER

• E-notifications will take the place of the standard driver's license and registration renewal mailers.
• Customers may opt out of receiving an e-notification online, by contacting DMV Direct, or by visiting a CSC.

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