Service: April 2020

MAPSS Performance Scorecard
Performance measure How we measure it Current report period Goal Goal met Trend Comments ​Date last reported
Service: High quality and accurate products and services delivered in a timely fashion by a professional and proactive workforce.
DMV Wait Times
Calendar year 2020
Percent of DMV service center customers served within 20 minutes76​
80.0
Performance is trending in a favorable directionDespite the pandemic response, daily customer traffic for quarter one was higher than that of quarter one of 2019. Quarter one ended, however, with a service level almost one percentage point higher than the end of calendar year 2019.
4/2020

DMV Electronic Services
Calendar year 2019
Number of self-serve electronic transactions246,679​
225,661
Performance is trending in an unfavorable direction Electronic services usage is trending in line with the 10 percent increase goal.4/2020​​
DMV Driver License Road Test Scheduling
Calendar year 2020
Available tests as a percent of estimated demand98
90.0 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.​ Due to the pandemic, road test services were suspended in March.
4/2020​​
DMV Phone Service
Calendar year 2020
Percent of DMV phone calls answered within three minutes69.08
80.0 

Performance is trending in a favorable directionDue to rapidly changing conditions, 2020 has begun with variable swings between service levels of 65 percent and 75 percent, ending with a quarter one score of 69 percent.
4/2020​
DMV Email Service
Calendar year 2020
Percent of DMV emails answered within 24 hours
82

80.0
Performance is trending in a favorable directionAlthough service levels were lower than quarter 4 of 2019, DMV email service marked a fifth consecutive quarter of surpassing the 80 percent target.4​​/2020