|
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 2019 | Percent of DMV service center customers served within 20 minutes | 78.51
| 80.0 |
|
 | The CSI score dropped from quarter one to quarter two, but quarter two saw 14 percent more customers and the score is higher than 2018 results. We continue to use projection models to balance in-person customer service with the mailed in title work completed in customer service centers.
| 7/2019 |
|
DMV Electronic Services
Calendar year 2018 | Number of self-serve electronic transactions | 205,147 | 180,803 |
|
| Electronic services usage is trending in line with the 10 percent increase goal. | 4/2019 |
DMV Driver License Road Test Scheduling
Calendar year-to-date 2019 | Available tests as a percent of estimated demand | 98
| 90.0 |
|
| Despite a two percent drop this quarter, DMV has continued the annual trend of achieving 90 percent or higher service levels that began in 2014.
| 7/2019 |
|
DMV Phone Service
Calendar year-to-date 2019 | Percent of DMV phone calls answered within three minutes | 72.73
| 80.0 |
|
| While calendar year 2019 began lower than the end of 2018, quarter two of 2019 has continued the steady increase that was seen in February and March.
| 7/2019 |
DMV Email Service
Calendar year-to-date 2019 | Percent of DMV emails answered within 24 hours
| 88.3
| 80.0
|
|
| Implementation of the DMV email service continues to be successful, with a second consecutive quarter surpassing the 80 percent performance target. | 7/2019 |
