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

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​​​​Performance measure	​​​​How we measure it	​​​​Current report period	​​​​Goal	​​​​Goal met	​​​​Trend	​​​​Comments	​​​​​Date last reported
​ DMV Wait Times Calendar year 2020	Percent of DMV service center cu​stomers served within 20 minutes	96	80.0		​	Due to the significant drop in customer traffic at the beginning of the pandemic, we have served over 90 percent of our customers within 20 minutes for each month of this quarter.	1/2021
DMV Electronic Services Calendar year 2019	Number of self-serve electronic transactions	245,679​	225,661			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 demand	100	90.0			​DMV did not conduct road tests for six days during the weeks of Christmas and New Year's holidays.	1/2021​​
DMV Phone Service Calendar year 2020	Percent of DMV phone calls answered within three minutes	58.9​	80.0		​	As a result of the pandemic a large number of customers used the DMV “callback” feature. With phone staff addressing these increased requests for callbacks, customer calls measured for MAPSS tracked lower than normal.	1/2021
DMV Email Service Calendar year 2020	Percent of DMV emails answered within 24 hours	73.7​	80.0		​	Quarter four had an increase in volume of 21 percent over 2019 quarter four. This increase resulted in a 73.7 percent measure for quarter four.	1/2021​​