Quick Service Center

1. Quick Service Center • Department of Motor Vehicles – Quick Service Center • Home page: ct.gov/dmv/do-it-online • Services Available: • Learner Permit Knowledge Test • Schedule (with online payment) • Reschedule • Cancel • Reprint receipt • IRP payment

2. Scheduler – Enter Personal Details • Applicant will enter his/her Personal Details online. • First, Middle, Last Name and Suffix • The applicant is instructed to enter their full legal name as it appears on their birth certificate, passport or name change documents. • Date of Birth • Citizenship and SSN • Non US Citizens have the option to choose “I am not eligible for an SSN” – The system prompts with a message indicating they must bring a letter from SSA stating they are not eligible for an SSN. • Primary email and Secondary email, if applicable • Residential Address and Mailing address, if applicable • Once information is entered, they will select “Continue to Schedule Time.”

3. Scheduler • Error messages will appear requesting the applicant complete any required information before proceeding. • The applicant is required to re-enter DOB, SSN and Email address to ensure accuracy. • Once information is complete, applicant will select “Continue to Schedule Time.”

4. Select Time Slot • The applicant will enter the following information: • Testing Site (drop down) • Appointment Date • Appointment Time • Driving School/Home School • Challenge words (security) • Once complete, the applicant will select “Submit.” • If needed, the applicant may use the “Back” button to return to the Personal Details Screen.

5. Select Time Slot • The Appointment Date defaults to the next available appointment date. • Applicants cannot schedule an appointment for the current day; the earliest available date is the next business day. • If the applicant wishes to change the default date and clicks in the date field a calendar will appear. This allows the applicant to view all available upcoming dates, but defaults to the earliest available date. • The number of appointment slots available for each 15 minute time period are predetermined based on staffing level, breaks and lunches.

6. Confirm Appointment Details • The applicant will confirm the details of their appointment with the ability to edit Name/Address and Date/Time/Location of appointment. • If the Birth Date, Social Security or Email address needs to be edited the applicant must exit the session and start again. • The applicant will “Continue To Payment” when they have confirmed all information is accurate.

7. Pay with Credit Card • The applicant will be charged a total of $59.00 which is a combination of the testing fee ($40) and permit fee ($19). • The billing address will be pre-populated with the applicant’s residential address if they do not enter a mailing address. If a mailing address is entered it will appear as the billing address. • The applicant may modify the billing address information if needed and enter credit card information. • Credit card is currently the only acceptable form of payment. • Master Card • Visa • Discover • The applicant will select “Submit Payment” to process the request.

8. Pay with Credit Card • If the applicant has omitted any credit card information, error messages will appear requiring the applicant to enter necessary information. • Once information is complete, the applicant will select “Submit Payment” to process the request.

9. Confirmation Page • The confirmation page will appear on the applicant’s screen with a prompt indicating the page must be printed and brought to their appointment. • The first page of the confirmation is the applicant’s appointment details and their application for Learner Permit. • The second page of the confirmation is the document checklist notifying the applicant which documents they must present on the day of their appointment. • The applicant may take an online survey by selecting “We’d like to hear from you!” on the confirmation page display. • The survey collects information about their online scheduling experience which will be reviewed to improve future services.

10. Survey • When the applicant selects “We’d like to hear from you!” the following online survey will appear.

11. Confirmation Email From: admin@ct.gov [mailto:admin@ct.gov] Sent: Wednesday, May 16, 2012 4:18 PMTo: Venditto, DorothySubject: DMV Appointment Confirmation --------------------------------------- Please do not reply to this email. --------------------------------------- Dear JOHN GEORGE JACKSON JR: Congratulations. Your knowledge test appointment has successfully been scheduled. Please find the details of your appointment below.PIN CODE:4LT6RG2Z Date/Time:05/30/201210:00 AM Testing Location:1625 Highland Ave., Cheshire, CT 06410 Please follow the instructions on your confirmation page on what to bring with you to your appointment. To help us serve you efficiently, please arrive at the testing location at your scheduled time. If you arrive for your appointment more than 15 minutes late or fail to meet the requirements outlined on your confirmation page you may be required to reschedule your appointment at a cost of $40.00. If you need to reschedule your appointment, you must use the PIN Code above to reschedule at least seven days before the scheduled test date or an additional $40.00 fee will be required at the time you reschedule. If you decide to take this test at a different location, or if you need to cancel entirely, you must use the PIN Code above to cancel this appointment at least seven days before the scheduled test day to apply for a refund of $59.00. You will need to repay at the new location. If you need to reprint your confirmation page or to reschedule or cancel your appointment, please visit our website at https://www.dmvteen.ct.gov/dmv/do-it-online. Thank you, CT DMV • In addition to the confirmation pages, the applicant will also receive a confirmation email to the primary email address and, if entered, the secondary email address with their appointment details and rescheduling instructions.

12. Reschedule Appointment • The applicant may reschedule their appointment by entering their PIN and selecting the “Reschedule or Cancel” button.

13. Reschedule Appointment • The applicant’s appointment details will appear, and the applicant will select “Reschedule Appointment.” • No modification of the name is permitted. • A message will appear letting the applicant know if their appointment is more than 7 calendar days away which allows for a no-fee reschedule. • If the current appointment is less than 7 calendar days away, the applicant will be charged an additional test fee ($40). • The applicant may click “Back” to return to the Quick Service Center home page.

14. Reschedule Appointment • Applicant will select their new date and time to reschedule. • The driving school/home school that was originally entered will appear on this page. • This information may be modified, if needed. • The applicant will enter the challenge words for security verification and click “Submit.” • “Back” will bring the applicant back to the “Confirm Appointment Details” screen.

15. Reschedule Appointment • The “Confirm Appointment Details” screen will be displayed with the new date and time that the applicant selected as a reschedule. • The applicant may select “Edit Address” to modify the address. • The applicant may select “Edit Date/Time/Location” to modify the date/time/location of the appointment. • The applicant will select “Continue To Payment” which will bring them to the confirmation page to print out. Edit Address

16. Reschedule Appointment From: admin@ct.gov [mailto:admin@ct.gov] Sent: Monday, May 14, 2012 6:03 PMTo: Reynolds, JanetSubject: DMV Appointment Reschedule Confirmation --------------------------------------- Please do not reply to this email. --------------------------------------- Dear ADMIN JENNIFER CANCEL: Congratulations. Your knowledge test appointment has successfully been rescheduled. Please find the details of your appointment below. PIN CODE:E5A7ZGB4 Date/Time:06/30/201208:00 AM Testing Location:1625 Highland Ave., Cheshire, CT 06410 Please follow the instructions on your confirmation page on what to bring with you to your appointment. To help us serve you efficiently, please arrive at the testing location at your scheduled time. If you arrive for your appointment more than 15 minutes late or fail to meet the requirements outlined on your confirmation page you may be required to reschedule your appointment at a cost of $40.00. If you cannot keep this appointment, you must use the PIN Code above to reschedule your appointment at least seven days before the scheduled test date or an additional $40.00 fee will be required at the time you reschedule. If you decide to take this test at a different location, or if you need to cancel entirely, you must use the PIN Code above to cancel this appointment at least seven days before the scheduled test day to apply for a refund of $59.00. You will need to repay at the new location. If you need to reprint your confirmation page or to reschedule or cancel your appointment, please visit our website at https://www.dmvteen.ct.gov/dmv/do-it-online. Thank you, CT DMV • The applicant will receive an email confirming the appointment has been rescheduled.

17. Cancel Appointment • The applicant may cancel their appointment by entering their PIN and selecting the “Reschedule or Cancel” button.

18. Cancel Appointment • The applicant’s appointment details will appear and the applicant will select “Cancel Appointment.” • No modification of the information is permitted. • The applicant may click “Back” to return to the Quick Service Center home page.

19. Cancel Appointment • A pop-up message appears asking the applicant, “Are you sure you want to Cancel the scheduled appointment?” • The user will select “Continue” to cancel the appointment. • The user may select “Back” to return to the previous screen.

20. Cancel Appointment • A pop-up message will appear notifying the applicant that the DMV will refund the complete payment within 30 days if their appointment is more than 7 calendar days away. • The applicant will click “Ok.”

21. Cancel Appointment • A message will appear notifying the customer the appointment has been successfully cancelled.

22. Cancel Appointment From: admin@ct.gov [mailto:admin@ct.gov] Sent: Thursday, May 17, 2012 11:31 AMTo: Reynolds, JanetSubject: DMV Appointment Cancellation Confirmation --------------------------------------- Please do not reply to this email. --------------------------------------- Dear JOHN GEORGE JACKSON JR: Thank you for using the Connecticut Department of Motor Vehicles Quick Service center. PIN CODE: 4LT6RG2Z This email confirms you have canceled your appointment scheduled for 05/30/2012 at 10:00 AM. Since you canceled your appointment more than seven days prior to the scheduled test date, you qualify for a full refund of $59.00. This request has been sent for processing and you should receive your refund within 30 days. Thank You, CT DMV • The applicant will receive this email confirming the appointment has been cancelled more than seven days prior to the scheduled test date. • This email shows the applicant qualifies for a full refund of $59.00. • The applicant should receive the refund within 30 days.

23. Cancel Appointment From: admin@ct.gov [mailto:admin@ct.gov] Sent: Tuesday, May 01, 2012 10:33 AMTo: Reynolds, JanetSubject: DMV Appointment Cancellation Confirmation --------------------------------------- Please do not reply to this email. --------------------------------------- Dear Cancel Email Test JR: Thank you for using the Connecticut Department of Motor Vehicles Quick Service Center. PIN CODE: DPNN7BZR This email confirms you have canceled your appointment scheduled for 05/03/2012 at 10:00 AM. Since you did not cancel your appointment more than seven days prior to the scheduled test date as stated in your confirmation email, you qualify for a refund of $19.00. This request has been sent for processing and you should receive your refund within 30 days. Thank you, CT DMV • If an applicant cancels their appointment within 7 calendar days they are only eligible for a refund of the permit fee ($19). • This email is an example of the cancellation email such an applicant will receive. • The applicant should receive the refund within 30 days.

24. Last Day to Reschedule From: admin@ct.gov [mailto:admin@ct.gov] Sent: Thursday, April 26, 2012 7:00 AMTo: Venditto, DorothySubject: DMV Appointment Reminder --------------------------------------- Please do not reply to this email. --------------------------------------- Dear customereightdays DMVtest: Thank you for scheduling your Learner Permit Knowledge Test appointment. PIN CODE: UAL7SLZL This is a reminder from the Connecticut Department of Motor Vehicles that your Learner Permit Knowledge Test appointment is scheduled at the Cheshire Testing Center on 05/03/2012 at 10:15 AM. If this scheduled time is no longer convenient for you, today is the last day that you may reschedule your appointment with no additional fee. Also, today is the last day you may cancel and qualify for a full refund. If you need to reprint your confirmation page or to reschedule or cancel your appointment, please visit our website at https://www.dmvteen.ct.gov/dmv/do-it-online. Thank you, CT DMV • The applicant will receive a reminder email on the seventh day prior to their appointment containing their appointment details and advising that it is the last day to reschedule with no additional fee or cancel and qualify for a full refund.

25. Appointment Reminder From: admin@ct.gov [mailto:admin@ct.gov] Sent: Tuesday, March 13, 2012 7:00 AMTo: Reynolds, JanetSubject: DMV Appointment Reminder ------- Dear Cheshire Teen Testone: Thank you for scheduling your Learner Permit Knowledge Test appointment. PIN CODE:  WQ9C9JL5 This is a reminder from the Connecticut Department of Motor Vehicles that your Learner Permit Knowledge Test appointment is scheduled at the Cheshire Testing Center for tomorrow 03/14/2012 at 10:45 AM. In consideration of all customers with scheduled appointments, please arrive at the testing location at your scheduled time. If you arrive for your appointment more than 15 minutes late or fail to meet the requirements outlined on your confirmation page you may be required to reschedule your appointment at a cost of $40. If you need to reprint your confirmation page, please visit our website athttp://www.ct.gov/dmv/do-it-online. Thank you,CT DMV • The applicant will receive a reminder email the day before their scheduled appointment containing their appointment details and reschedule instructions which will require a new test fee payment of $40.00.

26. Admin Cancel Email From: admin@ct.gov [mailto:admin@ct.gov] Sent: Monday, May 14, 2012 5:55 PMTo: Reynolds, JanetSubject: DMV IMPORTANT Cancellation Notification --------------------------------------- Please do not reply to this email. --------------------------------------- Dear ADMIN JENNIFER CANCEL: Applicant will reschedule the appointment when their name has been updated with the Social Security Administration PIN Code: E5A7ZGB4 Please use your Pin Code above to log into the DMV scheduling website at https://www.dmvteen.ct.gov/dmv/do-it-online and follow the reschedule process to select a new appointment date that is convenient for you. We apologize for any inconvenience and look forward to seeing you on your new date. Thank you, CT DMV • When an applicant fails Social Security Verification, SAVE, Suspension Checks, is missing documents or if the office is unexpectedly closed, the Supervisor will cancel the applicant’s appointment in the Admin tool generating this email with the specific reason for the cancellation entered by the Supervisor. • The system places appointments cancelled by a Supervisor in a pending file, which allows a reschedule at no fee at any time.

27. Reprint Receipt • The applicant may reprint their receipt (confirmation page) by entering their PIN and selecting “Print Receipt.”

28. Valid PIN If the applicant enters an invalid PIN, the system will display a message indicating “Please enter a valid PIN.”

29. Session Time Out • If an applicant does not complete the process within 30 minutes they will receive a message indicating “Your session has timed out. Please try to complete your transaction within 30 minutes.”