Service - WisDOT MAPSS Performance Improvement Program

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

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

Continuing the trend of increased email contacts in 2022, quarter one of 2023 stayed at a high volume, resulting in an 91.0% score for this measure for this quarter.

2022 usage was 12.4% higher than 2021, which in turn was 38.6% higher than 2020.

The DMV has maintained the annual trend of achieving 90% or higher service levels. This is largely due to using improved projection models to better estimate our customers' needs.

DMV implemented a new phone system in 2021, which allows a more accurate measurement of wait time. DMV efforts have continued the overall reduction in wait times that began in quarter three of 2021, resulting in an average wait time of 1:45 for quarter one of 2023.

While customer traffic continues to remain slightly lower overall as the COVID-19 pandemic persists, quarter four had an increase of approximately 4%. The road test waiver and online driver license renewal pilots are also reducing demand for in-person service. With these lower in-person customer volumes, we have served over 80% of our customers within 20 minutes for each quarter this year. While customer traffic continues to remain slightly lower overall as the COVID-19 pandemic persists, quarter four had an increase of approximately 4%. The road test waiver and online driver license renewal pilots are also reducing demand for in-person service. With these lower in-person customer volumes, we have served over 80% of our customers within 20 minutes for each quarter this year.

The DMV has maintained the annual trend of achieving 90% or higher service levels. This is largely due to using improved projection models to better estimate our customers' needs.

Continuing the trend of increased email contacts in 2022, quarter one of 2023 stayed at a high volume, resulting in an 91.0% score for this measure for this quarter.

Measures the number of online transactions for E-Notify, EMV Public, Online Duplicate Driver Licenses.

Goal: To increase the number of self-serve online transactions by 10%.

The DMV has maintained the annual trend of achieving 90% or higher service levels. This is largely due to using improved projection models to better estimate our customers' needs.

Continuing the trend of increased email contacts in 2022, quarter one of 2023 stayed at a high volume, resulting in an 91.0% score for this measure for this quarter.

Measures the amount of time a customer waits in a DMV Station before being called to a counter for service after receiving a ticker number.

Goal: To serve 80% of DMV Service Center customers within 20 minutes.

Measures the availability of Class D road tests four weeks into the future. The measure is based on Instruction permits issued and an 18 and over multiplier projection model.

Goal: Have capacity to provide Class D skills tests to 90% of the projected demand four weeks before customer eligibility.

Measures the amount of time a customer waits on hold before speaking with a Call Center Agent.

Goal: To ensure the average wait time for DMV phone customers is less than 3 and 1/2 minutes.

Measures the amount of time for DMV staff to respond to customer email requests.

Goal: To respond to 80% of email contacts within 24 hours.