|
Service: High quality and accurate products and services delivered in a timely fashion by a professional and proactive workforce. | |
DMV Wait Times
Calendar year 2019 | Percent of DMV service center customers served within 20 minutes | 75
| 80.0 |
|
 | The CSI score improved as customer volume and wait times decrease in quarter four. With anticipated higher customer volume in 2020 from REAL ID and four elections, there will be wait time challenges in 2020.
| 1/2020
|
|
DMV Electronic Services
Calendar year 2018 | Number of self-serve electronic transactions | 205,147 | 180,803 |
|
| Electronic services usage is trending in line with the 10 percent increase goal. | 4/2019 |
DMV Driver License Road Test Scheduling
Calendar year 2019 | Available tests as a percent of estimated demand | 97
| 90.0 |
|
| DMV has continued the annual trend of achieving 90 percent or higher service levels that began in 2014.
| 1/2020 |
|
DMV Phone Service
Calendar year 2019 | Percent of DMV phone calls answered within three minutes | 72.23
| 80.0 |
|
| Quarter four showed a recovery over quarter three’s lower performance, resulting in a second year of answering more than 70 percent of DMV calls in 3 minutes or less. DMV will continue to prioritize performance improvements to meet the established goal of 80 percent.
| 1/2020
|
DMV Email Service
Calendar year 2019 | Percent of DMV emails answered within 24 hours
| 88
| 80.0
|
|
| Implementation of the DMV email service continues to be successful, with a fourth consecutive quarter surpassing the 80 percent performance target. | 1/2020
|
