Service: October 2019

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-to-date 2019
Percent of DMV service center customers served within 20 minutes74.82​
80.0
Performance is trending in a favorable directionDue to multiple IT service disruptions and increased customer traffic from Real ID and registration and title fee increases, there was a decrease in service levels for quarter three. We continue to use projection models to balance in-person customer service with the mailed in title work completed in customer service centers.​
10/2019

DMV Electronic Services
Calendar year 2018
Number of self-serve electronic transactions205,147180,803 Performance is trending in an unfavorable direction Electronic services usage is trending in line with the 10 percent increase goal.4/2019​​
DMV Driver License Road Test Scheduling
Calendar year-to-date 2019
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.
10​/2019​​
DMV Phone Service
Calendar year-to-date 2019
Percent of DMV phone calls answered within three minutes71.41
80.0 

Performance is trending in a favorable direction​Multiple IT challenges in July, and legislative changes including fee changes resulting in higher call volumes in September, resulted in a lower quarter three CSI score than in quarter two.
10/2019​
DMV Email Service
Calendar year-to-date 2019
Percent of DMV emails answered within 24 hours
86.8

80.0
Performance is trending in a favorable direction​Implementation of the DMV email service continues to be successful, with a third consecutive quarter surpassing the 80 percent performance target.10​/2019