Service: October 2018

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 2018
Percent of DMV service center customers served within 20 minutes7580.0 Performance is trending in an unfavorable direction Third quarter was affected by a number of factors (additional services provided and higher than normal turnover in two regions, specifically) resulting in a decrease in service rates.10/2018​​
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-to-date 2018
Available tests as a percent of estimated demand9790.0 Performance is trending in an unfavorable direction DMV has continued the annual trend of achieving 90 percent or higher service levels that began in 2014.10/2018​​
DMV Phone Service
Calendar year- to-date 2018
Percent of DMV phone calls answered within three minutes76.6580.0  Performance is trending in an unfavorable direction The DMV has expanded phone training and the two primary contact centers have been consolidated producing exceptional results. DMV has also updated this measure to one more commensurate with customer expectations beginning in July 2018.10/2018​​
DMV Email Service
Calendar year-to-date 2018
Percent of DMV emails answered within 24 hours
72.680.0 Trend is holding Implementation of the DMV email service has been successful and is on pace to meet or surpass the 80% target by the end of 2018.10/2018