|
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 | 74.82
| 80.0 |
|
 | Due to multiple IT service disruptions and increased customer traffic from Real ID and registration and title fee increases, there was a decrease in service levels for quarter three. We continue to use projection models to balance in-person customer service with the mailed in title work completed in customer service centers.
| 10/2019
|
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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 |
|
| DMV has continued the annual trend of achieving 90 percent or higher service levels that began in 2014.
| 10/2019 |
|
DMV Phone Service
Calendar year-to-date 2019 | Percent of DMV phone calls answered within three minutes | 71.41
| 80.0 |
|
| Multiple IT challenges in July, and legislative changes including fee changes resulting in higher call volumes in September, resulted in a lower quarter three CSI score than in quarter two.
| 10/2019
|
DMV Email Service
Calendar year-to-date 2019 | Percent of DMV emails answered within 24 hours
| 86.8
| 80.0
|
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| Implementation of the DMV email service continues to be successful, with a third consecutive quarter surpassing the 80 percent performance target. | 10/2019 |
