Service: High qu​ality and accurate products and services delivered in a timely fashion by a professional and proactive workforce.

Performance measure	How we measure it	Current report period	Goal	Goal met	Trend	Comments	Date last reported
DMV Wait Times Calendar year 2022	Percent of DMV service center customers served within 20 minutes	89.5​​	80.0			While customer traffic remains overall slightly lower with the COVID-19 pandemic persisting, quarter three had an increase of approximately 5%. The road test waiver and online driver license renewal pilots also reduce demand for in-person service. With these lower in-person customer volumes, we have served over 80% of our customers within 20 minutes for each quarter of this year.	10/2022
DMV Electronic Services Calendar year 2021	Number of self-serve electronic transactions	978,260	225,661			2021 usage was 38.6% higher than 2020, which in turn was 186% higher than 2019.	4/2022
DMV Driver License Road Test Scheduling Calendar year 2022	Available tests as a percent of estimated demand	100	90.0			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 customers' needs.	10/2022
DMV Phone Service Calendar year 2022	Average wait time of DMV phone calls	2:41	3:30		​	DMV implemented a new phone system in early February 2021 which allowed customers to make an informed decision to hold. The overall reduction in wait times that began in quarter three of 2021 continued, resulting in an average wait time of 2:44 for quarter three ​of 2022.	10/2022
DMV Email Service Calendar year 2022	Percent of DMV emails answered within 24 hours	86.7	80.0			Continuing the trend of increased email contacts in 2021, quarter three of 2022 stayed at a high volume, resulting in an 86.7% score for this measure for quarter three. ​	10/2022