Registration and Title System Information Update

 

Good afternoon,

On Monday, February 1, 2016 the Texas Department of Motor Vehicles (TxDMV) distributed a message addressing January’s unexpected RTS Point of Sale (POS) outages. In this message, we also shared that we are currently working to enhance our processes for communicating with counties who report RTS issues to our Service Desk.

While we are still in the process of finalizing some of the details, we would like to announce that we have developed a new resolution process for handling calls to the Service Desk. The new process will ensure you are informed of the progress as we work to resolve issues impacting your ability to service customers. As part of this new process you can expect to be contacted by the Service Desk:

  • If a resolution is immediately available:
    1. The Service Desk will contact you to discuss the resolution process
  • If the reported issue is determined to be a system defect the Service Desk will contact you:
    1. When the issue has been assigned a defect number and prioritized;
    2. When the defect is scheduled for a release; and
    3. Following the deployment to validate the reported issue has been addressed

 

Once the new Service Desk process has been finalized, we plan to host a webinar to walk you through the issue resolution process.

I have attached a document that outlines the top priority issues reported by RTS POS and Cognos users that impact the counties in an effort to ensure you have clear, accurate information. This document will provide you with a brief description of the issue as well as the estimated date each issue will be addressed. We will keep you informed as these issues are resolved and a new set of priorities are developed.

We appreciate your patience as we work to enhance our communications and resolve reported issues.

Eric Obermier, Chief Information Officer
Department of Motor Vehicles
IT Services Division
3800 Jackson Ave
Austin, TX 78731
(512) 465-4010
(877) 933-2020
ServiceDesk@TxDMV.gov

 

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