Service: October 2017

MAPSS Performance Scorecard
Performance measure How we measure it Current report period Goal Goal met Trend Comments
Service: High quality and accurate products and services delivered in a timely fashion by a professional and proactive workforce.
DMV Wait Times
Calendar year-to-date 2017
Percent of DMV service center customers served within 20 minutes81.7980.0 Performance is trending in an unfavorable direction DMV has continued to maintain service levels beyond the 80 percent target.
DMV Electronic Services
Calendar year 2016
Number of DMV electronic service transactions4.96 mil.4.34 mil. Performance is trending in an unfavorable direction Electronic services usage is trending in line with our two percent per year increase goal with an 18 percent increase in online plate renewals.
DMV Driver License Road Test Scheduling
Calendar year-to-date 2017
Available tests as a percent of estimated demand97.090.0 Performance is trending in an unfavorable direction DMV has continued the annual trend of achieving 90 percent or higher service levels that began in 2014.
DMV Phone Service
Calendar year-to-date 2017
Percent of DMV phone calls answered within two minutes63.7880.0  Performance is trending in an unfavorable direction With three quarters complete, calendar year 2017 has begun two and one-half percentage points higher than the final closing figures of 2016.