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

​

​​​​Performance measure	​​​​How we measure it	​​​​Current report period	​​​​Goal	​​​​Goal met	​​​​Trend	​​​​Comments	​​​​​Date last reported
​ DMV Wait Times Calendar year 2021	Percent of DMV service center cu​stomers served within 20 minutes	97	80.0		​	Due to social distancing related to the pandemic, in-person customer traffic has significantly decreased. We have served over 90 percent of our customers within 20 minutes for each month of this quarter.	4/2021
DMV Electronic Services Calendar year 2020	Number of self-serve electronic transactions	705,757	225,661			During the course of pandemic, the number of eNotify enrollees increased 214 percent over the previous year, and the number of emvPublic transactions has increased 277 percent.	4/2021
DMV Driver License Road Test Scheduling Calendar year 2021	Available tests as a percent of estimated demand	100	90.0			​Beginning in May 2020, DMV began the Road Test Waiver pilot program. This has reduced demand for road tests and DMV has modified its road test forecasting model to account for this decrease.	4/2021​​
DMV Phone Service Calendar year 2021	Percent of DMV phone calls answered within three minutes	48.3​	80.0		​	The biggest impact of the new phone system implemented in February 2021 was the ability to provide customers an estimated wait time, resulting in more customers choosing to remain on hold rather than opting for a call back. Because a call-back request ends the call, more people staying on hold has increased total wait time.	4/2021
DMV Email Service Calendar year 2021	Percent of DMV emails answered within 24 hours	71.2​	80.0		​	Continuing the trend of increased email contacts in 2020, quarter one of 2021 stayed at a much higher volume resulting in a 71.2 percent measure.	1/2021​​