Service - DMV Wait Times - WisDOT MAPSS Performance Improvement Program

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

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

For many customers, their primary contact with the department is through the Division of Motor Vehicles (DMV), and our DMV service centers conduct more than 2 million in-person transactions each year. Our goal is that all customers receive quality service within a reasonable amount of time, and our target is for 80% of customers to be served within 20 minutes of arrival at our 30 five-day DMV customer service centers.

For many customers, their primary contact with the department is through the Division of Motor Vehicles (DMV). While most DMV services do not require an in-person visit to a customer service center, the DMV service centers still experience more than two million transactions at offices each year. The DMV's goal is that customers receive quality service within a reasonable amount of time.

Factors impacting this measure are staff vacancies/absences and the ebbs and flows of in-person demand since DMV cannot staff for peak demand periods. The increasing availability of self-service options by mail, third-party service providers and the Internet also affects the demand for counter service as the more customers that use self-serve options, the shorter the wait times will be for those who must make an in-person visit.

DMV continues to develop and promote online self-service options, so customers do not need to conduct business at a DMV service center. DMV also continues to provide customers an online scheduling system that offers the ability to make appointments for Driver License/ID services, as well as to complete and submit applications electronically prior to arriving at a service center. This allows DMV to better allocate resources to meet demand and decrease transaction time. As more customers choose to take advantage of scheduling appointments and electronically submitting their applications in advance, service times will continue to improve. DMV is also continuing to offer two pilot programs: online driver license renewals and road test waivers. These pilots have helped individuals obtain the products they need without having to visit a DMV field station, reducing in-person customer demand.