Penndot will provide informational reference modules that the contractor will be required to use to provide answers to customer questions. Currently there are


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APPENDIX M

APPENDIX M

CALL CENTER REFERENCE MODULES
2/11/15
PennDOT will provide informational reference modules that the contractor will be required to use to provide answers to customer questions. Currently there are 95 modules referencing motor vehicle issues and 105 modules referencing driver licensing issues. In addition, there are general modules (16) referencing information not specific to driver licensing or motor vehicle issues. Currently, larger modules contain over 60 questions and answers; however, there are modules that are as small as one paragraph. The content in these modules often changes with updated information. In addition, new modules are added and outdated modules can be deleted as information changes.
CURRENT MOTOR VEHICLES MODULES



  1. Abandoned Vehicles

  1. Address Requirements For Titling And/or Registering A Vehicle In Pennsylvania

  1. Antique Vehicles

  1. Applicant Proof of Identification

  1. Application for Collectible Vehicle

  1. Apportioned Registration

  1. Armed Forces Personnel

  1. Biennial Certificate of Exemption

  1. BMV Forms

  1. BMV Mailing Addresses

  1. Bus

  1. Buying and Selling Your Car In Pennsylvania

  1. CANCELLATION OF CERTIFICATE OF TITLE

  1. CARATS TRANSACTION CODE

  1. CARD AGENT LICENSING

  1. Change of Address Request TC03

  1. Change Owner - Lessee Information Using Carats Conv 03

  1. Classic Vehicles

  1. COMMERCIAL IMPLEMENT OF HUSBANDRY

  1. Correction or Change of Vehicle Record

  1. Counter Services

  1. Dealer Licensing

  1. DUAL REGISTRATION

  1. Duplicate Title MV-38

  1. Electronic Lien and Title System (ELT)

  1. EMISSIONS INSPECTION

  1. Exemption from Fees and Processing Fee Explanations

  1. Farm Vehicle

  1. Fleet Application

  1. Flood/Recovered Theft Vehicle

  1. Form MV-1, Application for Certificate of Title

  1. Form MV-4ST, Vehicle Sales and Use Tax Return/Application for Registration

  1. Full Agent Licensing

  1. General Issue Pennsylvania Registration Plates

  1. Glossary of Motor Vehicle Terms

  1. Implement of Husbandry

  1. Import and Export Vehicles

  1. Insurance (Financial Responsibility)

  1. Lemon Law

  1. LIMOUSINE

  1. Messenger Licensing

  1. Miscellaneous Motor Vehicle Business

  1. Mobile Homes/Manufactured Homes/Modular Homes

  1. Motor Homes and Van/Mini-Van Vehicles

  1. MOTOR VEHICLE TRANSACTION RECOVERY FUND

  1. Motorcycles, Mopeds, Motor Driven Cycle, Off Road Vehicles

  1. Multipurpose Agricultural Vehicle

  1. MV Fee Remit and Rejections

  1. MV Information Matrix

  1. New Residents

  1. Non-repairable Vehicle

  1. Notepad

  1. Odometer Discrepancies

  1. Out of State Title and Lien Procedure

  1. Pennsylvania Special Issue Registration Plates

  1. Pennsylvania's New Temporary Registration Permits




  1. Person With Disability or Severely Disabled Veteran Plates/Placards/Motorcycle Plate or Severely Disabled Veteran Motorcycle Decal

  1. Personalized Special Registration Plates

  1. Philadelphia Parking Authority Suspensions Sections 1379a and 1379d of the Vehicle Code

  1. Proof of Ownership 6-2013

  1. Purge Records

  1. Reconstructed Vehicle/Modified Vehicle

  1. Refunds

  1. Registration of Special Purpose Dealers

  1. Reissue of Unclaimed Registration Plate, Card and Sticker using Conversation 30

  1. Renewal Process - Registration

  1. Replacement/Duplicate Registration Materials

  1. Repossessions

  1. Retired Status Processing Fee

  1. Return Check

  1. Safety Inspection

  1. Sales Tax Exemption Information

  1. Salvaged Vehicles and Certificate of Salvage Information

  1. SCHOOL BUS

  1. SCHOOL VEHICLE

  1. SEASONAL REGISTRATION PROGRAM

  1. Secure POA and General POA Information

  1. SELF-CERTIFICATION OF INSPECTION FOR MOTOR CARRIER VEHICLES

  1. SPECIAL MOBILE EQUIPMENT

  1. Special Organization Plate Program

  1. SPECIALLY CONSTRUCTED VEHICLE

  1. Stop Codes List

  1. TAXI

  1. TEMPORARY TAG SALES

  1. TITLE BRANDS

  1. Trailer

  1. Transfer of Registration

  1. Truck Tractor

  1. Trucks

  1. Unclaimed Certificate Of Title/Salvage and Reissuance Using Conversations MV-07 OR MV-08

  1. Understanding Customer Payments

  1. Vehicle Information Abstract

  1. Vehicle Transfer after Death of Owner

  1. Vintage Registration Plates

  1. WORK IDENTIFICATION (WID) NUMBER


CURRENT DRIVER LICENSE MODULES


  1. Add/Extend/Replace Non Commercial Learner's Permit

  1. Administrative Hearings

  1. Appeals

  1. Cancellations

  1. Change of Address for Non-Commercial DL and/or Photo ID

  1. Citations Causing Suspensions

  1. Court Reporting Network (CRN)

  1. Deceased Driver Record

  1. Decertifying a Commercial Classification

  1. Departmental Hearings

  1. Disqualifications

  1. Double Number

  1. Driver Information - Certified Driving Record

  1. Driver Information - Microfilm

  1. Driver Information Basic Record

  1. Driver Licensing Return (Starting Credit)

  1. DUI Law (Suspension)

  1. DUI Treatment Program Requirement

  1. Duplicate Commercial Driver's License

  1. Duplicate Non Commercial Driver's License

  1. Duplicate Occupational Limited or Probationary License

  1. Expunge

  1. Facial Recognition

  1. Failure to Respond to an OOS Ticket Sections - NRVC

  1. Financial Responsibility Requirements

  1. Foreign Licenses and Non-US Citizens

  1. Hazardous Materials Endorsement (HAZMAT) for the Commercial DL

  1. Identity Theft

  1. Ignition Interlock

  1. Ignition Interlock Restoration Requirement

  1. Indefinite Suspension

  1. Initial Learner's Permit (Non Commercial)

  1. Initial Occupational Limited License (OLL)

  1. Initial Probationary License (PL)

  1. INS History

  1. INS Process for Non-US Citizens

  1. INS Validation (SAVE)

  1. Jail-Time Credit

  1. Judgment Suspension

  1. Junior License to a Senior License

  1. Letter of Clearance

  1. MCSIA (Motor Carrier Safety Improvement Act)

  1. Military Commercial (CDL) Driver's License Skills Test Waiver

  1. Motorcycle Licensing and Training

  1. New Resident Applying for a Pennsylvania Commercial Driver's License

  1. New Resident Non-CDL

  1. Older Driver Programs

  1. OOS Term Suspension Driver License Compact

  1. PA Commercial Learner's Permit Process

  1. Photo Identification Card

  1. Physician Reporting

  1. Points

  1. Proof of Residency Requirements

  1. Recalculation

  1. Recalls/Medical

  1. Refunds

  1. Renew Commercial Driver's License

  1. Renew Non-Commercial Driver's License

  1. Renew Probationary License (PL)

  1. Restoration Requirements Letter

  1. Restorations

  1. Return Check

  1. Revocation

  1. Schedule a Commercial Driving Test

  1. Schedule a Non Commercial Driving Test

  1. School Bus Drivers

  1. Self - Certification/Medical Examiner's Certification (DOT Physical Card)

  1. Serious Traffic Offenses

  1. Service Person Request for Non-Commercial PA Driver's License

  1. Special Written Point Exam

  1. SSN Cancellations for CDL and Non-CDL Drivers

  1. SSN Validation History

  1. Term Suspension

  1. Unclaimed Driver License Products

  1. Valid Without Photo Driver's License

  1. Veterans Information

  1. Voter Identification Card

  1. Young Driver Legislation

  1. Back of New Driver's License

  1. Back of Old Driver's License

  1. BDL Fact Sheets

  1. BDL Forms

  1. BDL Mailing Addresses

  1. BDL Miscellaneous Reference Materials

  1. BDL Publications

  1. BDL Spanish Publications

  1. Best Times to Visit DL Exam Centers

  1. Class Codes

  1. Counter Services

  1. DL Error Code Paragraphs

  1. DL Information Matrix

  1. DL Transaction Code Explanations

  1. Driver License Center Referrals and Contacts

  1. Driver Licensing Fast Paths

  1. Driver Licensing Glossary

  1. Driver Licensing Services

  1. Driver Privilege Status Codes

  1. Glossary

  1. Logon Procedures

  1. Notepad

  1. Product Status Codes

  1. Product Type Codes

  1. Recent Robo Updates

  1. Record Access Guidelines DL

  1. Record Type Code


CURRENT GENERAL MODULES



1.Driver License Center/Photo Center Closing Policy

2.Julian Calendars

3.Legislator Referrals

4.On-Line Messenger Services

5.Other State Telephone Listings

6.PennDOT Telephone Listings

7.Pennsulvania’s DMV Website Module

8.Pre-Paid Mailing Label

9.Recent Robo Updates

10.Recorded Calls

11.Right to Know

12.State and Possession Abbreviations

13.Third Party Website PennDOT Services

14.Weather Closing Policy

15.Work Identification Number

16.Understanding Customer Payments



Two sample modules follow:

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