Service: July 2020

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 2020
Percent of DMV service center customers served within 20 minutes93​
80.0
Performance is trending in a favorable directionCustomer traffic dropped significantly at the beginning of quarter two, and has since increased to approximately 60 percent of the average customer counts for June in the prior three years.​
7/2020

DMV Electronic Services
Calendar year 2019
Number of self-serve electronic transactions246,679​
225,661
Performance is trending in an unfavorable direction 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 demand96
90.0 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.​ Due to the pandemic, road test services were suspended in April.
7/2020​​
DMV Phone Service
Calendar year 2020
Percent of DMV phone calls answered within three minutes60.42​
80.0 

Performance is trending in a favorable directionThe pandemic has resulted in new customer questions and concerns. The DMV callback feature use increased 475 percent. However, these callbacks are not included in this MAPSS measure. Thus, the number of customer calls appears lower than it actually is in terms of staff interacting with customers on phones.​
7​/2020​
DMV Email Service
Calendar year 2020
Percent of DMV emails answered within 24 hours
76.9​

80.0
Performance is trending in a favorable directionQuarter two of 2020 had an increase in emails of more than 30 percent over quarter one.​
7/2020