Service: January 2021

​​​​​​MAPSS | Mobility | Accountability | Preservation | Safety | ​Service | ​Additional | ​Archives | ​Lean Government Initiative | ​Contacts | ​Budget | ​Open Book

​​​​​

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

MAPSS Performance Scorecard
​​​​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 minutes96
80.0
Performance is trending in a favorable directionDue 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 transactions245,679​
225,661
blue check green up 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 demand100
90.0 blue check green up ​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 minutes58.9​
80.0 

red downAs 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
blue red downQuarter 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​​