Service: July 2018

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 2018
Percent of DMV service center customers served within 20 minutes77.580.0 Performance is trending in an unfavorable direction Despite a 2 percent increase in daily traffic, 2018 has held at approximately 2 percentage points below the target of 80 percent.7/2018​​
DMV Electronic Services
Calendar year 2017
Number of DMV electronic service transactions6.1 mil.5.06 mil. Performance is trending in an unfavorable direction Electronic services usage is trending in line with our two percent per year increase goal with a continued increase in online plate renewals.4/2018​​
DMV Driver License Road Test Scheduling
Calendar year-to-date 2018
Available tests as a percent of estimated demand98.090.0 Performance is trending in an unfavorable direction DMV has continued the annual trend of achieving 90 percent or higher service levels that began in 2014.7/2018​​
DMV Phone Service
Calendar year- to-date 2018
Percent of DMV phone calls answered within two minutes64.480.0  Performance is trending in an unfavorable direction Calendar year 2018 service rates are trending up, on pace to meet or surpass the 2017 service levels.7/2018​​