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.

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.

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.

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.

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.

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.

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.

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.

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 3.5 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.