Service: January 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 2019
Percent of DMV service center customers served within 20 minutes75​
80.0
Performance is trending in a favorable directionThe 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 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 2019
Available tests as a percent of estimated demand97
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.
1/2020​​
DMV Phone Service
Calendar year 2019
Percent of DMV phone calls answered within three minutes72.23
80.0 

Performance is trending in a favorable direction​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
Performance is trending in a favorable direction​Implementation of the DMV email service continues to be successful, with a fourth consecutive quarter surpassing the 80 percent performance target.1​/2020