Service: April 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-to-date 2019
Percent of DMV service center customers served within 20 minutes81.880.0 Performance is trending in an unfavorable directionThe first quarter of 2019 continues the upward trend of 2018, ending above the 80 percent target. We continue to use projection models to balance in-person customer service with the mailed in title work completed in customer service centers.4/2019​​
DMV Electronic Services
Calendar year 2018
Number of self-serve electronic transactions205,147180,803 Performance is trending in an unfavorable direction 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 demand9990.0 Performance is trending in an unfavorable direction DMV has continued the annual trend of achieving 90 percent or higher service levels that began in 2014.4/2019​​
DMV Phone Service
Calendar year-to-date 2019
Percent of DMV phone calls answered within three minutes70.7280.0  Performance is trending in a favorable direction Calendar year 2019 began lower than the end of 2018, due to a higher rate of calls and position vacancies in January. February and March followed with steady increases in answer rates, while phone agent training continues.4/2019​​
DMV Email Service
Calendar year-to-date 2019
Percent of DMV emails answered within 24 hours
87.180.0 Performance is trending in a favorable direction Implementation of the DMV email service continues to be successful, with a second consecutive quarter surpassing the 80 percent performance target.4/2019