Service: July 2023

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

MAPSS Performance Scorecard

Performance measureHow we measure itCurrent report periodGoalGoal metTrendComments Date last reported
DMV Wait Times
Calendar year 2023
Percent of DMV service center customers served within 20 minutes91.53
80.0 blue check green up arrow
While customer traffic continues to remain slightly lower overall as a result of the COVID-19 pandemic, quarter two had a decrease of approximately 2%. The road test waiver and online driver license renewal pilots are also reducing demand for in-person service. With these lower in-person customer volumes, we have served over 80% of our customers within 20 minutes for each quarter this year. ​ 7/2023
DMV Electronic Services
Calendar year 2022
Number of self-serve electronic transactions1,101,173​​1,076,000 blue check green up arrow2022 usage was 12.4% higher than 2021, which in turn was 38.6% higher than 2020.
Calendar year 2023Available tests as a percent of estimated demand10090.0 blue check green up arrowThe DMV has maintained the annual trend of achieving 90% or higher service levels. This is largely due to using improved projection models to better estimate our customers' needs.7/2023
DMV Phone Service
Calendar year 2023
Average wait time of DMV phone calls
3:30 blue check green up arrow
DMV implemented a new phone system in 2021, which allows a more accurate measurement of wait time. DMV efforts have continued the overall reduction in wait times that began in quarter three of 2021, resulting in an average wait time of 1:55 for quarter two of 2023. 
DMV Email Service
Calendar year 2023
Percent of DMV emails answered within 24 hours91.4
80.0 green up arrowContinuing the trend of increased email contacts in 2022, quarter two of 2023 stayed at a high volume, resulting in a 91.4% score for this measure for this quarter.