Service: October 2020

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 2020
Percent of DMV service center customers served within 20 minutes93​
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.
10/2020

DMV Electronic Services
Calendar year 2019
Number of self-serve electronic transactions246,679​
225,661
Performance is trending in an unfavorable direction 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 Performance is trending in an unfavorable direction ​The DMV has maintained the annual trend of achieving 90 percent or higher service levels. This is largely due to using improved projection models to better estimate our customer's needs.
10/2020​​
DMV Phone Service
Calendar year 2020
Percent of DMV phone calls answered within three minutes58.76​
80.0 

Performance is trending in a favorable directionAs 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.
10/2020
DMV Email Service
Calendar year 2020
Percent of DMV emails answered within 24 hours
76.5​

80.0
Performance is trending in a favorable directionQuarter three had an increase in volume of 21 percent over quarter two. This increase resulted in a 76.5 percent measure for quarter three.
10/2020​