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Service: High quality and accurate products and services delivered in a timely fashion by a professional and proactive workforce. | |
DMV Wait Times
Calendar year 2020 | Percent of DMV service center customers served within 20 minutes | 93
| 80.0 |
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 | Due to the significant drop in customer traffic at the beginning of the pandemic, we have served over 90 percent of our customers within 20 minutes for each month of this quarter.
| 10/2020
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DMV Electronic Services
Calendar year 2019 | Number of self-serve electronic transactions | 246,679
| 225,661
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| Electronic services usage is trending in line with the 10 percent increase goal. | 4/2020 |
DMV Driver License Road Test Scheduling
Calendar year 2020 | Available tests as a percent of estimated demand | 100
| 90.0 |
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| 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 customer's needs.
| 10/2020 |
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DMV Phone Service
Calendar year 2020 | Percent of DMV phone calls answered within three minutes | 58.76
| 80.0 |
|
 | As a result of the pandemic a large number of customers used the DMV “callback” feature. With phone staff addressing these increased requests for callbacks, customer calls measured for MAPSS tracked lower than normal.
| 10/2020
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DMV Email Service
Calendar year 2020 | Percent of DMV emails answered within 24 hours
| 76.5
| 80.0
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| Quarter three had an increase in volume of 21 percent over quarter two. This increase resulted in a 76.5 percent measure for quarter three.
| 10/2020
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