Who Should I Contact When...

What is the difference between the DRIVES User Support Team and the OIT Helpdesk?

The User Support team specifically supports the DRIVES application usage, such as Title and Registration transactions, inventory locations, and general application questions.

The Governor's Office of Information Technology Helpdesk supports desktops, laptops, printers, software, passwords, networks, and many other aspects of information technology.

What is a 'DRIVES Major Incident'?

A DRIVES major incident is defined as any disruption of the DRIVES production service, performance degradation, or any issue that prevents the reasonable use of the DRIVES production system which impacts all or most of the users of DRIVES.

How can I tell if my issue is a DRIVES Major Incident or a different kind of Incident?

Is DRIVES running slowly or spinning? -- This might be a DRIVES major incident - Please call User Support.
Are all users of your office unable to reach their email or other internet websites? -- This might be a NETWORK major incident - Please contact the OIT Helpdesk.
Are you unable to log in to DRIVES? -- This is an Access incident - Please check with your County Security Administrator.
Have you have experienced or suspect a breach or loss of PII or a security incident, which includes SSA-provided information? This is a Major Incident. Please call User Support immediately.
Are all Title Printers inoperable? -- This might be a DRIVES major incident - Please call User Support.
Did the Office just lose all power? -- This is a FACILITIES major incident - Please contact the OIT Helpdesk.
Do you need assistance with a complex title and registration transaction? -- This is an Operational Question - Please contact the User Support team.

How do I receive notifications and updates for major incidents?

It is recommended that each county have at least one, but preferably more, people to sign up for Major Incident Management (MIM) Notifications.

You can also check the status of Major Incidents via the OIT Major Incident Management Dashboard.

How can I prepare in advance?

The MIM Contact Information document should be printed and posted in a common location to ensure the contact information is accessible in the event the network or internet is unavailable.

I'm having an issue...who should I contact?

Are you experiencing:

A DRIVES Major Incident Monday through Friday between the hours of 7:00 am and 5:00 pm.

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You should contact the User Support Team by calling: (720) 251-4104 or (888) 303-1532 (outside Denver Metro Area).

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A DRIVES Major Incident Monday through Friday, between 5:00 pm and 7:00 am, or during the weekend.

You should contact the After Hours Hotline by calling: (720) 251-4104 or (888) 303-1532 (outside Denver Metro Area) and leaving a voicemail, which will be transcribed and sent to the on-call team.

Are you seeking:

Guidance for completing data entry in DRIVES.
Information about a DRIVES transaction.
Assistance with troubleshooting a DRIVES error.
Assistance from a DRIVES specialist team member.
Workarounds for identified issues until a permanent fix is implemented.
To provide information about an ongoing DRIVES outage or issue.

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You should contact the User Support Team by opening a Self-Services Ticket or at their main support telephone number during normal operations hours.

Are you experiencing:

A Network Major Incident.
A Laptop or Desktop Hardware Issue.
A Scanner Issue.
A Camera Stations Issue.
A GoogleSuite Issue.
A Microsoft Office Issue.
A County or CCR Domain Issue.
An Access or Permissions Issue.
A Thales Outage.

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You should contact the Office of Information Technology Support Helpdesk by submitting a Self-Service Ticket (for non-critical issues), or by calling: 303-239-4357 (for critical issues) and selecting an appropriate option.

Please explore the Self-Service Portal Guide if you need assistance.

You can utilize the Password Self-Service Tool for password-related issues.

You should submit CCR County Access Request Form to OIT via the OIT_ServiceDesk_HQ@state.co.us.

I'm looking for someone else...

The Driver Services Call Center (DSCC) can support you with questions related to:

Citations
Reinstatements
Payments

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The Driver Services Call Center (DRCC) can be reached Monday through Friday from 8:00 am - 5:00 pm:

303-205-5600
Option 1

The Driver Services Portal can be reached Monday through Friday from 8:00 am - 5:00 pm:

303-205-5613

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The Driver License Record Support Unit can support you with questions related to:

Modifying a Current Driver License Record

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The Driver License Record Support Unit can be reached Monday through Friday from 7:30 am - 5:30 pm:

303-205-5922

The Vehicle Services Section County Hotline - Title Services Unit can support you with questions related to:

Title Rejection Resolutions

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The Vehicle Services Section County Hotline - Title Services Unit can be reached Monday through Friday from 8:00 am - 5:00 pm:

303-205-5970 or 800-443-1172

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The Vehicle Services Portal can support you with questions related to:

Abandoned Vehicles

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The Vehicle Services Portal can be reached Monday through Friday from 8:00 am - 5:00 pm:

720-795-7864

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