Service: July 2019

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 2019
Percent of DMV service center customers served within 20 minutes78.51
80.0
Performance is trending in a favorable directionThe CSI score dropped from quarter one to quarter two, but quarter two saw 14 percent more customers and the score is higher than 2018 results. We continue to use projection models to balance in-person customer service with the mailed in title work completed in customer service centers.
7/2019​​
DMV Electronic Services
Calendar year 2018
Number of self-serve electronic transactions205,147180,803 Performance is trending in an unfavorable direction 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 demand98
90.0 Performance is trending in a favorable direction​ ​ Despite a two percent drop this quarter, DMV has continued the annual trend of achieving 90 percent or higher service levels that began in 2014.
7/2019​​
DMV Phone Service
Calendar year-to-date 2019
Percent of DMV phone calls answered within three minutes72.73
80.0 

Performance is trending in an unfavorable direction While calendar year 2019 began lower than the end of 2018, quarter two of 2019 has continued the steady increase that was seen in February and March.
7/2019​​
DMV Email Service
Calendar year-to-date 2019
Percent of DMV emails answered within 24 hours
88.3
80.0
Performance is trending in an unfavorable direction
Implementation of the DMV email service continues to be successful, with a second consecutive quarter surpassing the 80 percent performance target.7/2019