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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 | 81.8 | 80.0 |
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 | The 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 |
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DMV Electronic Services
Calendar year 2018 | Number of self-serve electronic transactions | 205,147 | 180,803 |
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| 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 | 99 | 90.0 |
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| DMV has continued the annual trend of achieving 90 percent or higher service levels that began in 2014. | 4/2019 |
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DMV Phone Service
Calendar year-to-date 2019 | Percent of DMV phone calls answered within three minutes | 70.72 | 80.0 | |
| 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
| 87.1 | 80.0 |
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| Implementation of the DMV email service continues to be successful, with a second consecutive quarter surpassing the 80 percent performance target. | 4/2019 |
