Customer Service Center Operations Manual

Administrative
Requests From Outside Individuals/Organizations
CSCOM-204.6

DESCRIPTION:

This procedure provides guidelines to handle requests from non-DMV individuals, groups, or organizations who wish to question, survey, sell, persuade, distribute literature, or otherwise communicate in any way with customers who are conducting business at a DMV Customer Service Center (CSC).

CSC MANAGEMENT RESPONSIBILITIES:

When individuals or organizations from outside DMV make a request to question, survey, sell, persuade, distribute literature, or otherwise communicate non-DMV information to CSC customers on DMV property, CSC Management is responsible to advise the individual or organization in a diplomatic and courteous way that they must request permission from the Office of the Commissioner of the DMV. CSC Management does not have the authority to grant or deny permission for outside groups to perform actions at the CSC.

NOTE 1: This requirement does not pertain to the LaRouche Group (libertarian Party of Virginia) as DMV is required by federal court order to ALLOW them to set up in front of the CSCs and distribute materials. For more information on the LaRouche Group, refer to the National Democratic Party Committee Activities (NDPC/LaRouche Supporters).

NOTE 2: For customer complaints or concerns about individuals or organizations outside DMV facilities, provide the customer with the Customer Concern Report (CSMA 14). When submitted to the CSC by the customer, forward the completed form to "Legal and Legislative Services" at the address below: DMV Legal and Legislative Services
Post Office Box 27412
Richmond, Virginia 23269-0001

INDIVIDUAL OR ORGANIZATION REQUEST PROCESS:

1. Write a letter on the individual's, or organization's letterhead addressed to: <<<<<REVISION
   Richard Holcomb, Commissioner  END REVISION>>>>>
   Virginia Department of Motor Vehicles
   Post Office Box 27412
   Richmond, VA 23269
2. Include in the letter the following information:
   • Who the individual or organization is (name of group, organization, individual).
   • What action they want to perform at the CSC (collect signatures, pass out literature, survey customers, etc.).
   • Where they want to do the desired action (CSC name).
   • When they want to do the desired action (dates and times).
   • Who will participate in the action at the CSC (names of the people doing this).
   • How long they want to be at the CSC (one day, every Saturday, one month, etc.).
   • Samples of any materials they will display or pass out.
3. Wait for a written response from the DMV Commissioner that denies or grants permission to do the desired action at the desired location.

DMV COMMISSIONER'S OFFICE RESPONSIBILITIES:

1. Review letter requesting permission to perform a specific action at a specified CSC.
2. Determine if request will be granted or denied.
3. Send written response, granting or denying permission, to the:
   • Individual(s), or organization(s) making the request,
   • District Office for the CSC(s) where the requested action is to be performed,
   • Affected CSC(s).

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