License and Permit Specialist Responsibilities

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License and Permit Specialists (specialists), formerly known as Customer Service Representatives, are on the front lines in keeping Texas secure and providing excellent customer service to over 20 million Texas residents. Specialists have the responsibility of serving the general public for the issuance of various types of driver licenses and identification cards. Specialists are entrusted with sensitive, protected, and confidential information and have a common goal to provide our customers with a faster, easier and friendlier driver license experience and a safer Texas. The information provided here will help explain the tasks a specialist performs, and how driver services has changed over the past decade.

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From 1935 to the 1990s, a Driver License was a tool to indicate the license holder had the ability to safely operate a motor vehicle.

However, throughout the years it has shifted from certification that a license holder has the ability to drive a motor vehicle to being an identity document.

This change in duties has expanded the role of the License and Permit Specialist and the length of the time of the transaction itself. Descriptions of the various modifications to the Driver License transaction process since 1991 are below.

1991:

• The Problem Driver Pointer System (PDPS) check¹ for non-commercial driver license eligibility begins. Specialists review an applicant's driver history from other states to prevent driver license (DL) issuance to persons with outstanding violations and enforcement actions. Specialists must reject applications from customers with violations from other states causing them to be ineligible to receive a license. PDPS is a US Department of Transportation (DOT) repository that allows state driver licensing authorities to search the National Driver Register (NDR) data. NDR holds problem driver information from all US jurisdictions and points the inquiring entity to the State of Record (SOR) to assist in determining whether or not to issue a new or renewed driver license. PDPS check is required by the NDR Act of 1982 -23 CFR Part 1327.

1992:

• Commercial Driver License Information System (CDLIS) is implemented. Texas began issuing commercial driver licenses (CDL) in 1990. The Federal Motor Carrier Administration (FMCSA) mandated all states to implement the Commercial Driver License Information System (CDLIS)² for all CDL applicants. CDLIS was developed to provide information on outstanding violations and enforcement actions to other states to prevent CDL issuance to ineligible drivers. 49 CFR Part 384.

1993:

• National Voter Registration Act (NVRA) begins. The NVRA requires specialists to provide customers the opportunity to submit voter registration applications at the time of their Driver License transaction. Specialists must explain that voter registration is available through the DL offices and assist customers with questions about completion of the voter registration applications. This program also required DL office personnel to establish relationships with local voter registrars for secure delivery, by DPS personnel, of voter registration applications for processing. The manual process for registration applications continued until the Driver License System (DLS) was implemented 2010. National Voter Registration Act of 1993, Texas Election Code Chapter 20.

1995:

• Organ donor collection begins. Specialists must ask customers specific questions about providing anatomical gift donations for eyes, tissue, or organs. Specialists provide information to customers so they can make informed decisions regarding donations. Texas Transportation Code (TRC) §521.401.

1997:

• Social security number (SSN) collection begins. SSNs are collected for original, renewal, and duplicate DLs transactions. Specialists must explain the document requirements, and are trained to assist in recognition of valid and fraudulent social security cards. Customers without proof of a SSN are required to leave the transaction and return at another time with proper documentation. TRC §521.142(g).
• Parent taught driver education (PTDE) begins. PTDE allows parents to provide driver education to their children. PTDE requires the parent to submit classroom and driving logs to the DL office. Specialists must inspect the logs for accuracy and completeness. Applicants must complete all parts of the transaction at the same location and offices must maintain all related documents until the permit phase of licensure is completed. Education Code §1001.112

2000:

• Rule changes increase standard of requirements for necessary documents. Application requirements increased for identification, SSN, signature, proof of citizenship, and county of residence. Specialists must explain the new requirements and to detect fraud fraudulent documents. Customers without proper documentation are required to return to the office with additional documents to complete the transaction. 37 Texas Administrative Code (TAC) Chapter 15.

2002:

• Graduated driver license (GDL) program for persons under 18 begins. The GDL program mandates multiple visits to the DL office and additional document requirements for teen applicants. Specialists must explain the additional restrictions on teen drivers, and increased education and document requirements during the GDL phases. TRC Chapter 521, Subchapter H-Education and Examination Requirements.
• Sex offender document expiration decreases to one year. Sex offender DL/IDs are now valid for only one year and all renewals for this population must be done in person increasing the number of customers visiting the DL office annually. TRC §521.103.
• Donor Education Awareness Registry (DEAR) Donation program begins. Customers may donate $1 for the anatomical gift education program. Specialists must explain the voluntary donation to applicants and record the donation. TRC §521.008.
• Requirements for proof of citizenship status expands. Requirements increase for proof of citizenship during the issuance of a DL/ID. Specialists are trained to recognize legitimate and fraudulent documents. Customers without proper documentation must return to the office with additional documents to complete the transaction. TRC §521.142, TRC §521.1425.
• Registration with Selective Service System (SSS) begins. Specialists must discuss registration requirements and options for alternative service with all applicants to whom SSS registration is applicable, increasing transaction time. TRC §521.147.

2003:

• Use of Social Security On-Line Verification (SSOLV)³ for SSN verification begins. SSOLV requires specialists to input the SSN provided by the customer into the federal system for verification. 37 TAC §15.42.

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2004:

• Communication impediment program begins. Customers may disclose health conditions that may impede communication with a peace officer and add that information to the DL/ID. Customers must submit a form completed by their physician. Customers can download the form online and fill it out prior to their transaction or can be provided with a form during the transaction. Customers without proper documentation must return to the office with the additional documents to complete the transaction. TRC §521.142(h).
• The Driver Responsibility Program (DRP) begins. DRP causes an increase in ineligible licenses and corresponding inquiries from DL holders. Customer traffic in DL offices and Customer Service Center (CSC) call volume increases as license holders attempt to clear their license suspensions as a result of the surcharge program. TRC Chapter 708.

2005:

• Hazardous Materials Endorsement (HME) added to CDL. Background checks for CDL applications are required for applicants who want to add a hazardous materials endorsement. Applicants who want to add a HME must complete an application at a Driver License Office, take and pass a written test and submit their fingerprints at an authorized location. The fingerprints are submitted to the Transportation Security Administration (TSA). The background check must be fully completed by the TSA and reported to DPS before the HME can be added. 49 CFR Part 383.121, 49 CFR Part 383.141.

2006:

• Fee exemptions for Disabled veterans with 60% or more disability rating begins. Specialists explain the new program to applicants and verify acceptable documents. Customers without proper documentation must return to the office with the additional documents to complete the transaction. TRC §521.426.
• Organ donor registry begins. A donor indicator on the DL/ID is added and organ donors must provide consent to be included in an internet registry. Specialists ask all applicants specific questions and explain the internet registry to ensure the applicant's wishes are properly executed. TRC Chapter 521, Subchapter Q.

2007:

• Katie's law was implemented. All DL holders age 79 and older must renew in person and the term of license for persons 85 years of age and older decreases from six to two years. Specialists explain the program and the need for the in person renewal. TRC §521.2711.
• Address confidentiality program begins. The address confidentiality program keeps the residential addresses of victims of family violence, sexual assault and abuse, stalking, or trafficking of persons, confidential. Specialists explain the program and ensure the interaction with the customer is thoughtful and confidential. Code of Criminal Procedure, Chapter 56, Subchapter C.
• Non-resident and temporary non-resident CDLs issuance begins. Specialists must explain to customers the various types of CDL to determine which is appropriate for their specific circumstance. TRC §522.013, 49 CFR Part 383.23.

2008:

• Texas begins using REAL ID standards. Specialists must collect documents from original applicants that adhere to REAL ID standards. Primary, secondary and supporting document lists are developed and customers are required to provide verifiable identification information. Customers without proper documentation must return to the office with the additional documents to complete the transaction. 6 CFR Part 37.

2009:

• Driving skills exams for applicants under 18 must be conducted. All applicants now required to complete and pass a driving skills exam rather than allowing for skills exam waivers for students who submitted proof of driver education. The increased demand for skills exams increases the volume of customers needing service and decreases the number of transactions that can be conducted per specialists per day. TRC §521.165.
• Alternative address option for judges and their spouses begins. This program allows judges/spouses to display the courthouse business address on their DL/IDs instead of the residential address. Customers without proper documentation must return to the office with the additional documents to complete the transaction. TRC §521.121(c).
• Specialists training now includes customer service, cultural diversity, and proof of citizenship training. Specialists must complete the coursework within the first three months of employment and annually thereafter. Each course is between two and three hours in length which requires specialists to spend eight hours away from regular duties serving customers to complete the training requirements. Sections 5.19, 5.20, & 5.21 of Tex. H.B. 2730, 81st Leg., R.S. (2009).

2010:

• Six-hour adult driver education course begins. Applicants 18 through 24 years old are required to submit proof of course completion before scheduling a skills exam. Specialists must explain the new course requirement. Customers without proper documentation of completion of the course must return to the office with the additional documents to complete the transaction. TRC §521.1601.

2011:

• Limited term DL/ID issuance begins. Limited term documents are now issued for the duration of the holder's lawful presence. Specialists are trained to recognize and understand the many types of documents that may be presented to determine lawful presence and the license expiration date. Specialists explain the need for proper documentation to foreign visitors and applicants with temporary status. Customers without proper documentation must return to the office with the additional documents to complete the transaction. TRC §521.101, TRC §521.142, TRC §521.1425, TRC §521.271.

2012:

• Veteran designator added to DLs begins. Eligible veterans may add a veteran designator to their Driver License. Specialists are trained to recognize acceptable eligibility documents. Specialists explain the documentation needed with veterans interested in having the designator displayed on their license. Customers without proper documentation must return to the office with the additional documents to complete the transaction. TRC §521.102, TRC §521.1235.
• New medical certification requirements for CDL holders begins. CDL holders must visit a DL office to submit a current medical examiner's certificate. Specialists must review and scan the certificate into the appropriate driver record. Customers without proper documentation must return to the office with the additional documents to complete the transaction. TRC §522.093, 49 CFR Part 383.73.
• Proof of residency for applicants of original DL/IDs begins. Customers are required to submit two documents proving Texas residency. Specialists must review documents provided and scan the documents into the appropriate driver record. Customers without proper documentation must return to the office with the additional documents to complete the transaction. TRC §521.1426, TRC §522.0225.
• Peace officer alternative address program begins. Peace officers may display an alternative to their home address on their DL/ID. Specialists review the eligibility documents, input the appropriate address and scan the documents into the driver record. Customers without proper documentation must return to the office with the additional documents to complete the transaction. TRC §521.1211.
• A fee waiver for foster youth begins. Applicants must present eligibility documents from the Department of Family and Protective Services (DFPS) to obtain DL/IDs at no cost. Specialists review the DFPS eligibility documents and process the fee waiver in DLS. Customers without proper documentation must return to the office with the additional documents to complete the transaction. TRC §521.1811.
• Systemic Alien Verification for Entitlements (SAVE) begins. The SAVE program is a service through the United State Customs and Immigration Services (USCIS). Documents accepted to prove lawful presence contain a USCIS number that SAVE uses to verify the validity of the document and duration of stay. All proof of citizenship documents that contain a USCIS number must be verified through SAVE. Specialists must review the documents, input the information and receive SAVE responses before the transaction can be complete. Customers without proper documentation must return to the office with the additional documents to complete the transaction. 6 CFR Part 37.
• SAVE second and third stage verification begins. When SAVE cannot verify the lawful presence document presented, second and third stages of verification are initiated to allow USCIS, through a manual process, additional time to review documents and determine if they meet the lawful presence requirement for DL/ID issuance. Second stage verification can take up to five business days. If the document does not verify in the second stage, the USCIS internal process automatically pushes it to third stage, which takes up to 20 additional days. The applicant's DL/ID is on hold throughout this period. Specialists must check status and remain in communication with the customer until the status is confirmed or denied by USCIS. Once confirmed, the customer must return to the DL office to complete the transaction and be issued a DL/ID. 6 CFR Part 37.

2013:

• Election Identification Certificate (EIC) issuance begins. The EIC is a new type of card for qualified voters who do not have another form of identification. The EIC is provided at no cost to the customer and is only valid for voting. Specialists are trained on the new card type, eligibility requirements, and DLS procedures specific to EIC issuance. When elections are approaching, specialists work on Saturdays in certain offices to give as many customers as possible the chance to get an EIC. TRC §521A.001.

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2014:

• Veteran designators for ID Cards begins. Eligible veterans may add a veteran designator to their Identification Card. Specialists are trained to recognize acceptable eligibility documents. Specialists explain the documentation needed with veterans interested in having the designator displayed on their ID. Customers without proper documentation must return to the office with the additional documents to complete the transaction. TRC §521.102.
• Voluntary donations for the Fund for Veteran's Assistance begins. Specialists must explain the program and review and process the donation. TRC §521.010.
• Collection of emergency contact information begins. This voluntary program allows license holders to provide contact information for emergency notifications by peace officers. Specialists discuss the option to collect the information and input the appropriate information. TRC §521.060.

2015:

• Downgrade of CDLs for licenses without current medical certificates begins. As CDLs are downgraded for lack of a current medical certificate, CDL holders visit the DL offices. Customers must submit a current medical certificate and the specialists will scan it into the driver record to restore the CDL license status. Customers without proper documentation must return to the office with the additional documents to complete the transaction. TRC §522.093, 49 CFR Part 383.73.
• Applicants required to show proof of SSN for all DL/ID issuances. Specialists must explain the new requirements and assist with determination of acceptable proof of SSN documentation. Customers without proper documentation must return to the office with the additional documents to complete the transaction. TRC §521.142(g), 6 CFR Part 37.
• Customers may no longer hold both a DL and ID. Specialists must explain to customers the options to determine which document they want to maintain and which they want to surrender. TRC §521.182, TRC §521.183, 6 CFR Part 37.
• Impact Texas Teen Driver Program (ITTD) begins. Teen DL applicants (ages 16 and 17 years) must review educational videos and materials emphasizing the problem of reckless and distracted driving before a DL is issued. Specialists must explain the program and ensure the applicant has proof of completion documents and scans the documents into the driver record. Customers without proper documentation of completion of the program must return to the office with the additional documents to complete the transaction. 37 TAC §15.62.

2016:

• An informational document about veterans' services must be distributed to persons applying for a DL/ID with a veteran designator. Specialists must distribute the document and discuss with applicants requesting a veteran designator. TRC §521.011.
• REAL ID Act. REAL ID Act documentation requirements for renewal transactions are implemented. This process previously completed for original transactions is expanded to include renewal transactions. Many documents verify lawful presence, including birth certificates, naturalization documents, permanent resident documents and valid immigration visas. Specialists must review the documents provided and verify they meet requirements before a transaction can be completed. Even customers currently issued a driver license or ID card must meet the REAL ID Act's documentation requirements per 6 C.F.R. Part 37.

2017:

• Expansion of donation program for Glenda Dawson Donate Life Fund (previously DEAR) begins. DEAR program is expanded to allow customers to donate $1 or more to the fund. Specialists must explain that the donation can be made in any amount. TRC §521.008.
• CDL applicants added to the organ donor contribution program. CDL applicants may now participate in the organ donor program. Specialists must offer CDL applicants ability to participate in this program during CDL transactions. TRC §522.152.
• CDL testing standards increase. New vehicle inspection elements and maneuvers are added, increasing the amount of time each test takes to administer. An additional component of the test, the vehicle inspection or pre trip test, is added. This portion of the test mirrors the report CDL drivers must fill out each day, detailing that the commercial vehicle is safe to drive. 49 CFR Part 383.113.
• Commercial Skills Test Information Management System (CSTIMS) begins. CSTIMS provides for CDL test scheduling, tracking of exam results, and examiner certification information to ensure the specialists are properly trained and certified to administer the specific exams required. Specialists must record exam results in CSTIMS. All CDL examiners must be certified by the state. The state implemented CSTIMS as the official system of record to for CDL Skills tests conducted by the department and third-party providers. 49 CFR Part 384.229.
• Impact Texas Young Drivers (ITYD) begins. Applicants ages 18 through 24 must view ITYD and receive a completion certificate no earlier than 90 days prior to taking the skills exam. Applicants 25 years of age and older who are not required to take driver education must also view ITYD and receive a completion certificate no earlier than 90 days prior to taking the skills exam. Specialists must explain this requirement and providing information to assist with completion of the ITYD requirement. Specialists must scan the certificate into the driver record. Customers without proper documentation of completion of the program must return to the office with the additional documents to complete the transaction. 37 TAC §15.62.

2017:

• Voluntary donations for sexual assault kit testing begins. Specialists must explain the program and answer questions about the donation option. TRC §521.012.

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2019:

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• Reclassification of Customer Service Representatives. The 86th Texas Legislature authorized the reclassification of Customer Service Representatives to License and Permit Specialists.

¹ Adding database check requirements increases transaction times waiting for responses from federal systems and causes delays when information is not available due to technical issues.↵

² Adding database check requirements increases transaction times waiting for responses from federal systems and causes delays when information is not available due to technical issues.↵

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³ Adding database check requirements increases transaction times waiting for responses from federal systems and causes delays when information is not available due to technical issues.↵

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