Service: January 2019

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 2018
Percent of DMV service center customers served within 20 minutes7680.0 Performance is trending in an unfavorable direction Quarter four shows higher service rates than the prior three quarters, ending just short of the 80 percent goal. 2018 saw a nearly four percent increase of in-person customers compared to 2017.1/2019​​
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 2018
Available tests as a percent of estimated demand9790.0 Trend is holding DMV has continued the annual trend of achieving 90 percent or higher service levels that began in 2014.1/2019​​
DMV Phone Service
Calendar year 2018
Percent of DMV phone calls answered within three minutes79.9580.0  Performance is trending in an unfavorable direction Calendar year 2018 ended with two sequential quarters of meeting the performance target. This improvement is largely due to the reorganization of, and reallocation of resources in, the division’s phone units. The division expects these successes to continue moving forward.1/2019​​
DMV Email Service
Calendar year 2018
Percent of DMV emails answered within 24 hours
78.580.0 Performance is trending in an unfavorable direction Implementation of the DMV email service continues to be successful, with the fourth quarter surpassing the 80 percent performance target.1/2019