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

Performance measure	How we measure it	Current report period	Goal	Goal met	Trend	Comments	Date last reported
DMV Wait Times Calendar year 2022	Percent of DMV service center customers served within 20 minutes	93.6	80.0			Customer traffic continues to remain low with the COVID-19 pandemic persisting and social distancing practices continuing. The road test waiver and online driver license renewal pilots are also reducing demand for in-person services. With these lower in-person customer volumes, we have serviced over 80 percent of our customers within 20 minutes for each month of this quarter.	4/2022
DMV Electronic Services Calendar year 2021	Number of self-serve electronic transactions	978,260	225,661			2021 usage was 38.6% higher than 2020, which in turn was 186% higher than 2019.	4/2022
DMV Driver License Road Test Scheduling Calendar year 2022	Available tests as a percent of estimated demand	100	90.0			The DMV has maintained the annual trend of achieving 90 percent or higher service levels. This is largely due to using improved projection models to better estimate our customers' needs.	4/2022
DMV Phone Service Calendar year 2022	Average wait time of DMV phone calls	2:48	3:30			DMV implemented a new phone system in early February 2021 which allowed customers to hear the approximate hold time which allows them to make an informed decision to hold. DMV efforts have continued the overall reduction in wait times that began in quarter three of 2021, resulting in an average wait time of 2:48 for quarter one of 2022.	4/2022
DMV Email Service Calendar year 2022	Percent of DMV emails answered within 24 hours	85.4	80.0			Continuing the trend of increased email contacts in 2021, quarter one of 2022 stayed at a high volume, resulting in an 85.4% score for this measure for quarter one, approximately six percentage points lower than quarter four’s 91%.	4/2022