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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 2020 | Percent of DMV service center customers served within 20 minutes | 76
| 80.0 |
|
 | Despite the pandemic response, daily customer traffic for quarter one was higher than that of quarter one of 2019. Quarter one ended, however, with a service level almost one percentage point higher than the end of calendar year 2019.
| 4/2020
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DMV Electronic Services
Calendar year 2019 | Number of self-serve electronic transactions | 246,679
| 225,661
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| 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 demand | 98
| 90.0 |
|
| DMV has continued the annual trend of achieving 90 percent or higher service levels that began in 2014. Due to the pandemic, road test services were suspended in March.
| 4/2020 |
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DMV Phone Service
Calendar year 2020 | Percent of DMV phone calls answered within three minutes | 69.08
| 80.0 |
|
 | Due to rapidly changing conditions, 2020 has begun with variable swings between service levels of 65 percent and 75 percent, ending with a quarter one score of 69 percent.
| 4/2020
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DMV Email Service
Calendar year 2020 | Percent of DMV emails answered within 24 hours
| 82
| 80.0
|
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| Although service levels were lower than quarter 4 of 2019, DMV email service marked a fifth consecutive quarter of surpassing the 80 percent target. | 4/2020
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