Interesting Tidbits I got from DPS today (yes on a Saturday)

So, your CHL Application has been filed and the clock has slowed to a crawl - tell us about it!

Moderator: carlson1


Topic author
BigBlueDodge
Senior Member
Posts in topic: 3
Posts: 342
Joined: Sun May 11, 2008 12:35 am

Interesting Tidbits I got from DPS today (yes on a Saturday)

#1

Post by BigBlueDodge »

So I'm sitting in my recliner catching up on some of my recorded shows on my DVR when I get a call on my cell phone. Answer it, and a guy announces that he is calling from DPS and that he needs more information for my application. My heart sunk as I thought my app has been sitting for however long and is just now getting processed. Well, long story short, at day 65 I sent my State Representative an email announcing my displeasure with DPS not meeting their deadlines. I got nothing but an automated response from her office thanking me for the email, but saying that she couldn't reply to every email. After 2 weeks of not hearing anything from her, I just assumed that she wasn't sympathetic to gun owner's. Well, evidentally her office contacted DPS on my behalf, and thus I got the call today (on a Saturday) from a person at DPS. He was calling to say that he didn't have enough information, that was provided from the State Representative, to check on my application. He needed my TX DL, SSN or some other ID to find me. After hearing that, my fears of my application sitting partially entered, needing more information, quickly went away. Once I gave him the additional information, he looked up my application and said everything looked fine and that he thought it would be mailed out the next week. He even gave me his name, and personal phone number, and told me to call him if I didn't receive it in a week.

Since I had him on the phone, I took the opportunity to discuss some topics that we talk about quite frequently on this forum. These are some topics that we discussed, and I wanted to share

1. Called on Saturday - I was very surprised to get called on Saturday from the DPS. They are a government office, which works Monday - Friday. Seems as though, due to the back log, they are coming in on Saturday to try and catch up. This tells me that the people actually doing the work are trying their best to get things done. No one should be questing their work ethics. From the conversations I've had, they are working long hours to keep up. Don't condemn the workers for a management problem.

2. They are getting more workers!! - The group has grown quite significantly. As many of you know, they had hired about 12 additional workers for data entry back in the May/June timeframe if I remember correctly. Many of you stated that they should hire more. Well, as it turns out, they couldn't because they didn't have no where to put them (they are out of space). They were able to secure another building and have 20 more workers starting on Monday. That should help considerably.

3. "They cashed my check in a week, but didn't start processing the app until 2 months later". This is a common complaint on the boards. Many are frustrated that DPS is quick to open their application and cash the check but then just throw the application back into the pile. Well, I asked about this and here is what was told to me. Any DPS application (CHL or not) that contains money is sent to the "Cash Receiving" department first. This department is responsible for clearing funds. Once funds have been cleared, the application is evidentally "stamped" and sent to the ultimate department responsible for processing the application (be it CHL, DL renewals, etc). The CHL department will not handle any application that has not been stamped by cash receiving department. So in fact, it's not the CHL department cashing your money, as everyone believes. It's a totally seperate department. This also explains why applications can't be initially checked for completeness when the money is cleared, because the group that clears funds is not part of the CHL group, does not know what is/isn't complete.

This also explains another anomoly I observed during the application process. I used the online application process, and received my packet from Austin. I noticed that the envelope used to mail your packet to Austin had a different address on the online application versus the envelope I got with my packet in the CHL class. This is purely speculation on my part, but it appears that the envelope given to you in the CHL class packet contains the address to the "Cash Receiving" department. This seems logical, because if you are using your class packet, then you are mailing in a check, money order, or some form of payment. That payment needs to be cleared. However, if you use the online application route, then you have already paid. So when you mail in your paper work, there is no need to send to "Cash Receiving", and thus your application can be routed directly to the CHL group. It appears as though people have noticed that payment has been cashed in 5-10 days, which I would estimate is the length of time that your application stays in "Cash Receiving (+/- a couple of days for them to route your application to the CHL group after payment is cleared). By using the online route, it appears that you can save this time, by skipping that department all together.

4. Big changes in 2009 - It looks like the current backlog has brought to light many issues with the current processes and systems needed to handle CHL app's. The person indicated that there is alot of change being worked on to address things such as the CHL status web site, the online application process, the license printing process, and internal processes. Understandably, this person did not want to give details, but he confirmed that there are big changes coming for next year to be more efficient.

5. License Printing - One reason of the backlog earlier on was in the actual license printing. Once all of your checks were received, and everything looked good, then your license was sent to get printed. Evidentally DPS contracts with a 3rd party company to do the actual printing, and this company was slow to respond. The DPS person said that it would take weeks once they requested a license, before they recieved it from the 3rd party company, thus adding to the wait. They have changed the process, for the interim, to go ahead and pre-request the license to be printed before the checks are completed so that there is no additional delay. However, this is an interim process, and and will be used for the short term. They are going to work with the 3rd party company to get the time down to 1-2 days from they time they request the license to when it is completed, and will eventually go back to the model where licenses are only printed after all background checks have been confirmed.

6. Background Checks - While talking to the person, he indicated that my Tarrant County and Dallas County background checks had been received. I scratched my head on that, because I do not live in Dallas County, and wasn't quite sure why they were looking in Dallas County. After a minute, it hit me. My work address is in Dallas County (just barely). He indicated that ANY addresses you list on your application, they will request background checks from all of the counties listed, whether it is for work, home, or school, they check it. He indicated that these County checks are the biggest source of delays, as they take the longest amount of time. There's nothing DPS can do, but wait for them to come in. So, it seems to me, that everyone needs to be putting pressure on their local county authorities to be more efficient on processing the background checks.

7. Studen Loan, Child Support, Back taxes... - The DPS person indicated that right now these checks aren't as smooth as they would like them, and there is alot of manual intervention required to do this. He indicated that they are looking to automate these checks, and have already started meeting with the departments (Attorney General, etc) to start the conversations on how to automate. Again, this would be something that would be targeted for 2009, however.

8. Contacting State Representatives & Cutting in Line - I asked him that more and more people are contacting their state representatives in frustration of the wait times. I asked him if by doing this, do those people get any special attention/priority. His response was yes & no. If DPS is contacted by State Representatives, they are required to provide status back to the State Representative office. However, they also like to contact the CHL applicant who initiated the request out of courtesy. Now depending on where you are in the process, you may get some additional help. The DPS person said that he has to take time away from processing applications to handle State Rep requests. He said that if they haven't gotten to your application yet (meaning it's still in the pile), then most likely not much will change in your processing time. He stated he wasn't going to go dig through a pile of 2000-3000 applications to find yours, when he could have processed 50-100 other applications in the same time. He said he just responds back that it's being processed. Now, if you application is beyond that, (meaning someone has actually taken it out of the pile and started working on it) then the State Rep request may help you out. For example, if DPS has the other background checks completed (such as FBI and taxes, child support) but is still waiting on your county checks, then there isn't much they can do. It's out of their hands. If the application is held up at an internal stage, for example if your FBI prints have not been sent off yet, they can move your prints up to the top of the stack on the person's desk, and ensure they get sent off. How they can help, in response to State Representative requests, is dependant on where exactly your application process is. In my case, contacting my state representative maybe bought me a 1 or 2 day quicker license. My application had already been complete, everything was done and it was in the queue to sent to the mail room. The only thing that changed by contacting the state rep, was that the person was going to make sure that it was in the pile that got processed on Monday, which may or may not have happened. This was essentially a 0-3 day benefit to me. My take away is that contacting your State Rep does help, but maybe not to the degree that many think. It may shave off 0-5 days total, but not weeks as some would suggest. However, this person said that the number of people contacting their State Rep's has been helpful, as it's allowed them to get more funding, and bring on additional folks.

9. Current Backlog Shrinkage - He indicated that with the additional 20 people, that they are trying to shrink the current backlog in the next 30 days and get caught to a normal pace. This is good news for people submitting their applications in the August / September timeframe, as they might be able to expect a more normal cycle. Personally, I think we are already seeing the shrinkage. I'm seeing more and more people getting their license in the 80 day timeframe, than the 90-120 timeframe that was all too common. My timeframe was 72 days from app received to application compete, not counting mail delivery times. Hopefully this downward trend will continue.

10. Online vs Paper Application - I asked him about is submitting an online application is better than submitting a paper application. In his opinion, he said that it didn't really help. He didn't state it directly, but hinted that they still have to re-enter in your information from the online application into the other systems, so there is still data entry involved. Also, he would give details, but he said the there is current issues/problems that they are having to deal with when using online apps, as it isn't as "smooth" as they would like it. I don't think he was trying to tell me that one method was better than the other, but indicated that in the current state, there is no significant difference between the two in overall processing times.

My take away from the conversation, is that the people doing the work genuinely are trying their best to process your applications. They are working late, and on the weekends to keep up. My only suggestion to you guys is to keep that in mind when you call in. It's not their fault that your application is behind, it is the fault of the system. I think these poor guys are being worked to death, and then to have customers call in to gripe and yell out them is only making life more miserable. Quite frankly, I don't understand how they don't have more turnover than what they have. I mean honestly, how do you try and convince a person to come in, work like a dog, get yelled at, be complained at for $10.50 an hour?

Second, try and minimize the number of calls for status while you are still in the 60 day timeframe. Time spent handling your questions, is time taken away from processing applications. If you are going to bring your state representative in, bring them in after 60 days. The reason is that once DPS recieves a request from a state representative, they have to stop what they are doing, go find out what is happening, and provide a response for the state representative. I waited until 65 days to contact mine, as I wanted to give them the 60 day limit, plus a bit of a buffer in the slight chance they had completed it by 60 days and it was being mailed.

I appreciate the time and effort this guy spent answering my questions. We talked for approximately 45 minutes and never once did he try and cut the conversation short to get me off the phone. He was very courteous, and offered quite detailed responses to my questions. I will not post his name, as I'm not sure if he told me "too" much and I don't want to get him in trouble if he did.

Anyway, I hope this helps. In the mean time, I will be anxiously waiting for my plastic sometime next week.
Last edited by BigBlueDodge on Wed Aug 06, 2008 11:39 am, edited 4 times in total.
User avatar

WildBill
Senior Member
Posts in topic: 1
Posts: 17350
Joined: Tue Jul 03, 2007 12:53 pm
Location: Houston

Re: Interesting Tidbits I got from DPS today (yes on a Saturday)

#2

Post by WildBill »

Thanks for the informative update. :tiphat:
NRA Endowment Member
User avatar

Crossfire
Moderator
Posts in topic: 1
Posts: 5404
Joined: Sun Jan 08, 2006 10:27 am
Location: DFW
Contact:

Re: Interesting Tidbits I got from DPS today (yes on a Saturday)

#3

Post by Crossfire »

BigBlue - Thanks for taking the time to type out that very informative response! Sounds like things are definitely improving!
Texas LTC Instructor, FFL, IdentoGO Fingerprinting Partner
http://www.Crossfire-Training.com
User avatar

bryang
Senior Member
Posts in topic: 1
Posts: 1453
Joined: Sun Apr 27, 2008 9:29 am
Location: Ft. Worth/Dallas

Re: Interesting Tidbits I got from DPS today (yes on a Saturday)

#4

Post by bryang »

Thanks, BlueDodge, for that great report. It definitely sounds like they are doing their best to make improvements. :tiphat:
-geo
"I am crucified with Christ: Nevertheless I live; yet not I, but Christ liveth in me" -Gal 2:20

NRA-TSRA-Life Member
American Legion USN-GM
"Μολών λαβέ!"

Project One Million:Texas - Get Involved - Join The NRA & TSRA -TODAY!

texasccw
Member
Posts in topic: 1
Posts: 52
Joined: Wed Jun 04, 2008 2:09 pm

Re: Interesting Tidbits I got from DPS today (yes on a Saturday)

#5

Post by texasccw »

Great info BigBlue! :clapping: I really hope things get better over there.
WWW.GUNBANOBAMA.COM

sylus27
Member
Posts in topic: 1
Posts: 48
Joined: Thu Nov 29, 2007 8:46 pm
Location: There's a "New" Mexico?

Re: Interesting Tidbits I got from DPS today (yes on a Saturday)

#6

Post by sylus27 »

Thanks for the info!! Very informative and it's nice to hear that they're working on solving some of the problems
April 2008 - Packet received by DPS
August 2008 - Plastic in hand!
April 2013 - Renewal packet submitted
User avatar

KC5AV
Senior Member
Posts in topic: 1
Posts: 2115
Joined: Mon Nov 19, 2007 5:24 pm
Location: Marshall

Re: Interesting Tidbits I got from DPS today (yes on a Saturday)

#7

Post by KC5AV »

Those were some excellent points you made, particularly:

*Don't condemn the workers for a management problem.

The folks doing the majority of the work are just the grunts in the trenches. Calling in to complain doesn't make their jobs any easier. Thanks for taking the time to post details of your call, and congratulations on the imminent arrival of your CHL.
NRA lifetime member
User avatar

LedJedi
Senior Member
Posts in topic: 1
Posts: 1006
Joined: Tue Jun 26, 2007 11:29 am
Location: Pearland, TX
Contact:

Re: Interesting Tidbits I got from DPS today (yes on a Saturday)

#8

Post by LedJedi »

wow, nice update man :) thanks for taking the time to type that up and share the info. I feel better about the process after reading that :)

The_Vigilante
Member
Posts in topic: 1
Posts: 77
Joined: Fri May 23, 2008 3:26 pm

Re: Interesting Tidbits I got from DPS today (yes on a Saturday)

#9

Post by The_Vigilante »

How nice that you got your license in 72 days when there are still some of us who are over 100 days and still waiting!!! It looks like your state rep did a real good job for you!! Is there any chance you can get your rep to call on my behalf? My rep didn't do diddly squat for me! Wonder how the DPS would explain away this one? You really didn't make me feel any better with your informative post as the DPS mishandled my application from the start and I am still waiting. It is good news to hear that 20 more people were hired although it is a little late to help me. Happy days anyway!
Last edited by The_Vigilante on Sat Aug 02, 2008 9:42 pm, edited 2 times in total.
The_Vigilante
"A man can never own enough guns."

Daltex1
Senior Member
Posts in topic: 1
Posts: 293
Joined: Tue Apr 25, 2006 6:16 pm

Re: Interesting Tidbits I got from DPS today (yes on a Saturday)

#10

Post by Daltex1 »

You talked to the guy for 45 minutes!!!! He could have been doing other peoples applications!!!! Just messing with you! "rlol"

bigolbigun
Member
Posts in topic: 1
Posts: 166
Joined: Tue Aug 01, 2006 3:29 pm
Location: DFW

Re: Interesting Tidbits I got from DPS today (yes on a Saturday)

#11

Post by bigolbigun »

Geez I had no idea it had gotten so bad. My renewal was last July and it only took about 40 days from start to finish. Hopefully they will get the wait times back down to normal. Makes me glad I just received my Pennsylvania license that will give me 13 months to get my next renewal processed. Funny thing about that is it only took Penn. 10 days to issue me a license. Oh well good luck to all of y'all waiting for yours.

lws380
Senior Member
Posts in topic: 1
Posts: 313
Joined: Tue Apr 24, 2007 9:57 pm
Contact:

Re: Interesting Tidbits I got from DPS today (yes on a Saturday)

#12

Post by lws380 »

Our family had a person that had their finger prints rejected by DPS, but the FBI approved. :banghead: They told us that on Thursday, Friday we went back to the class instructor. I called and got a supervisor and I asked if they worked Saturday, yes! They gave me the phone number of a person that met us outside their office to take the 3 sets of prints that we had re-done. So 2 days after notification they had replacements and they were approved about a week or so later and CHL issued.

That was great service in my view. I'm glad to see things improving. I must say though that I was also told that the complaints helped them get the extra 12 people.

Fixintu
Member
Posts in topic: 1
Posts: 45
Joined: Tue May 27, 2008 9:42 am
Location: Kaufman, Texas

Re: Interesting Tidbits I got from DPS today (yes on a Saturday)

#13

Post by Fixintu »

Bigblue, It's a shame they cannot include your entire post on the TXDPS status check website. THAT would probably do more to cut down on inbound calls to their office than anything else. My wife will be going to her CHL class this weekend and hopefully her app will not take as long as mine to "get plastic". Thanks for taking the time to get this posted here. All hail the DVR gods. "rlol"
EDC:Glock 43 IWB
USAF Vet

Lonestarm
Junior Member
Posts in topic: 1
Posts: 15
Joined: Sun Jul 27, 2008 5:55 pm

Re: Interesting Tidbits I got from DPS today (yes on a Saturday)

#14

Post by Lonestarm »

Thanks, very informative and your info may be reflected in my experience this morning. I initially applied online and paid for my packet. I sent it in last week, but when I checked this morning the computer program, which had previously shown "Packed mailed to applicant" now shows "No license/application on file."

I called the CHL office to see why this was so, and the agent looked my record up and stated that the computer "sometimes did that" but that my application was in fact active. He stated that it should be 4 to 6 weeks before it was completed, which sounds quicker than recent reports have indicated. Hopefully they are in fact catching up a bit.

Topic author
BigBlueDodge
Senior Member
Posts in topic: 3
Posts: 342
Joined: Sun May 11, 2008 12:35 am

Re: Interesting Tidbits I got from DPS today (yes on a Saturday)

#15

Post by BigBlueDodge »

Thanks guys for the input. I appreciate that most of our frustrations are due to not having enough details. It frustrating to stare at something, not knowing what is going on in the inside. I would encourage that when anyone calls in, that they be courteous, and use the opportunity to ask questions that frequently pop up on this forum. Hopefully, we will start getting information about internal process slowly being drawn out for our awareness.


Also, something just hit me when I was thinking about the "Cash Receiving" department involvement, that makes perfect sense, and may be a reason to go down the online route. Read #3, paragraph 2 that I just added. This is speculation on my part, but it all adds up....at least to me.
Post Reply

Return to “The "Waiting Room"”