Service: July 2021

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Service: High quality and accurate products and services delivered in a timely fashion by a professional and proactive workforce.

MAPSS Performance Scorecard
Performance measureHow we measure it​​​​Current report period​​​​Goal​​​​Goal met​​​​Trend​​​​Comm​ents​​​​​Date last reported
DMV Wait Times
Calendar year 2021
Percent of DMV service center cu​stomers served within 20 minutes95
80.0 blue check
red down arrowDue to social distancing related to the pandemic, in-person customer traffic has significantly decreased. We have served over 90 percent of our customers within 20 minutes for each month of this quarter.
7/2021

DMV Electronic Services
Calendar year 2020
Number of self-serve electronic transactions705,757
225,661​
blue check green up During the course of pandemic, the number of eNotify enrollees increased 214 percent over the previous year, and the number of emvPublic transactions has increased 277 per​cent.
4/2021
DMV Driver License Road Test Scheduling
Calendar year 2021
Available tests as a percent of estimated demand100
90.0 blue check gold hold arrow ​Beginning in May 2020, DMV began the Road Test Waiver pilot program. This has reduced demand for road tests and DMV has modified its road test forecasting model to account for this decrease.
7/2021​​
DMV Phone Service
Calendar year 2021
Percent of DMV phone calls answered within three minutes46.9
80.0 

red downThe biggest impact of the new phone system implemented in February 2021 was the ability to provide customers an estimated wait time, resulting in more customers choosing to remain on hold rather than opting for a call back. Because a call-back request ends the call, more people staying on hold has increased total wait time.
7/2021
DMV Email Service
Calendar year 2021
Percent of DMV emails answered within 24 hours
70.1​

80.0
red downContinuing the trend of increased email contacts in 2020, quarter two of 2021 stayed at a high volume resulting in a 70.1 percent measure for the year.​
7/2021​​