Appendix m call center reference modules 2/11/15

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• CURRENT MOTOR VEHICLES MODULES
• CURRENT DRIVER LICENSE MODULES
• CURRENT GENERAL MODULES

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 In addition, new modules are added and outdated modules can be deleted as information changes.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 Abandoned Vehicles Address Requirements For Titling And/or Registering A Vehicle In Pennsylvania Antique Vehicles Applicant Proof of Identification Application for Collectible Vehicle Apportioned Registration Armed Forces Personnel Biennial Certificate of Exemption BMV Forms BMV Mailing Addresses Bus Buying and Selling Your Car In Pennsylvania CANCELLATION OF CERTIFICATE OF TITLE CARATS TRANSACTION CODE CARD AGENT LICENSING Change of Address Request TC03 Change Owner - Lessee Information Using Carats Conv 03 Classic Vehicles COMMERCIAL IMPLEMENT OF HUSBANDRY Correction or Change of Vehicle Record Counter Services Dealer Licensing DUAL REGISTRATION Duplicate Title MV-38 Electronic Lien and Title System (ELT) EMISSIONS INSPECTION Exemption from Fees and Processing Fee Explanations Farm Vehicle Fleet Application Flood/Recovered Theft Vehicle Form MV-1, Application for Certificate of Title Form MV-4ST, Vehicle Sales and Use Tax Return/Application for Registration Full Agent Licensing General Issue Pennsylvania Registration Plates Glossary of Motor Vehicle Terms Implement of Husbandry Import and Export Vehicles Insurance (Financial Responsibility) Lemon Law LIMOUSINE Messenger Licensing Miscellaneous Motor Vehicle Business Mobile Homes/Manufactured Homes/Modular Homes Motor Homes and Van/Mini-Van Vehicles MOTOR VEHICLE TRANSACTION RECOVERY FUND Motorcycles, Mopeds, Motor Driven Cycle, Off Road Vehicles Multipurpose Agricultural Vehicle MV Fee Remit and Rejections MV Information Matrix New Residents Non-repairable Vehicle Notepad Odometer Discrepancies Out of State Title and Lien Procedure Pennsylvania Special Issue Registration Plates Pennsylvania's New Temporary Registration Permits Person With Disability or Severely Disabled Veteran Plates/Placards/Motorcycle Plate or Severely Disabled Veteran Motorcycle Decal Personalized Special Registration Plates Philadelphia Parking Authority Suspensions Sections 1379a and 1379d of the Vehicle Code Proof of Ownership 6-2013 Purge Records Reconstructed Vehicle/Modified Vehicle Refunds Registration of Special Purpose Dealers Reissue of Unclaimed Registration Plate, Card and Sticker using Conversation 30 Renewal Process - Registration Replacement/Duplicate Registration Materials Repossessions Retired Status Processing Fee Return Check Safety Inspection Sales Tax Exemption Information Salvaged Vehicles and Certificate of Salvage Information SCHOOL BUS SCHOOL VEHICLE SEASONAL REGISTRATION PROGRAM Secure POA and General POA Information SELF-CERTIFICATION OF INSPECTION FOR MOTOR CARRIER VEHICLES SPECIAL MOBILE EQUIPMENT Special Organization Plate Program SPECIALLY CONSTRUCTED VEHICLE Stop Codes List TAXI TEMPORARY TAG SALES TITLE BRANDS Trailer Transfer of Registration Truck Tractor Trucks Unclaimed Certificate Of Title/Salvage and Reissuance Using Conversations MV-07 OR MV-08 Understanding Customer Payments Vehicle Information Abstract Vehicle Transfer after Death of Owner Vintage Registration Plates WORK IDENTIFICATION (WID) NUMBER CURRENT DRIVER LICENSE MODULES Add/Extend/Replace Non Commercial Learner's Permit Administrative Hearings Appeals Cancellations Change of Address for Non-Commercial DL and/or Photo ID Citations Causing Suspensions Court Reporting Network (CRN) Deceased Driver Record Decertifying a Commercial Classification Departmental Hearings Disqualifications Double Number Driver Information - Certified Driving Record Driver Information - Microfilm Driver Information Basic Record Driver Licensing Return (Starting Credit) DUI Law (Suspension) DUI Treatment Program Requirement Duplicate Commercial Driver's License Duplicate Non Commercial Driver's License Duplicate Occupational Limited or Probationary License Expunge Facial Recognition Failure to Respond to an OOS Ticket Sections - NRVC Financial Responsibility Requirements Foreign Licenses and Non-US Citizens Hazardous Materials Endorsement (HAZMAT) for the Commercial DL Identity Theft Ignition Interlock Ignition Interlock Restoration Requirement Indefinite Suspension Initial Learner's Permit (Non Commercial) Initial Occupational Limited License (OLL) Initial Probationary License (PL) INS History INS Process for Non-US Citizens INS Validation (SAVE) Jail-Time Credit Judgment Suspension Junior License to a Senior License Letter of Clearance MCSIA (Motor Carrier Safety Improvement Act) Military Commercial (CDL) Driver's License Skills Test Waiver Motorcycle Licensing and Training New Resident Applying for a Pennsylvania Commercial Driver's License New Resident Non-CDL Older Driver Programs OOS Term Suspension Driver License Compact PA Commercial Learner's Permit Process Photo Identification Card Physician Reporting Points Proof of Residency Requirements Recalculation Recalls/Medical Refunds Renew Commercial Driver's License Renew Non-Commercial Driver's License Renew Probationary License (PL) Restoration Requirements Letter Restorations Return Check Revocation Schedule a Commercial Driving Test Schedule a Non Commercial Driving Test School Bus Drivers Self - Certification/Medical Examiner's Certification (DOT Physical Card) Serious Traffic Offenses Service Person Request for Non-Commercial PA Driver's License Special Written Point Exam SSN Cancellations for CDL and Non-CDL Drivers SSN Validation History Term Suspension Unclaimed Driver License Products Valid Without Photo Driver's License Veterans Information Voter Identification Card Young Driver Legislation Back of New Driver's License Back of Old Driver's License BDL Fact Sheets BDL Forms BDL Mailing Addresses BDL Miscellaneous Reference Materials BDL Publications BDL Spanish Publications Best Times to Visit DL Exam Centers Class Codes Counter Services DL Error Code Paragraphs DL Information Matrix DL Transaction Code Explanations Driver License Center Referrals and Contacts Driver Licensing Fast Paths Driver Licensing Glossary Driver Licensing Services Driver Privilege Status Codes Glossary Logon Procedures Notepad Product Status Codes Product Type Codes Recent Robo Updates Record Access Guidelines DL 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: Download 252.07 Kb. 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