Service - DMV Phone Service - WisDOT MAPSS Performance Improvement Program

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

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

The Division of Motor Vehicles receives an average of 1.11 million phone calls each year from individuals, businesses and other governmental entities. The subject of these calls range in complexity from a simple request for a Service Center's location to questions about CDL FedMed requirements. Our target is to have the average wait time be less than 3.5 minutes (a lower number is better).

In addition to approximately two million customers served in person each year at our service centers, the department’s Division of Motor Vehicles (DMV) also receives an average of 1.11 million phone calls each year from individuals, business partners and other governmental entities. These calls range in complexity from a simple request for a service center location to questions about Commercial Driver License (CDL) eligibility requirements. Although phone customers are not physically waiting in line, they deserve timely service.

These include the number of representatives answering phones, the number of calls, the length of time a representative is on the phone with a customer (a product of the complexity of the call), and the representative’s knowledge and skills.

By expanding online services, including online instructional videos and improving the information available on the department’s website, DMV can reduce the number of service calls it receives. The DMV continues to evaluate data to help identify best practices across the division’s phone units and make informed decisions regarding staffing, performance management and unit structures. The DMV has expanded basic phone training to include more complex topics to reduce the number of calls that need to be referred to more seasoned staff. The new phone system implemented in February 2021 includes Customer Relationship Management (CRM) software, which allows staff to enter notes regarding the call. This information assists the customer in not needing to repeat their question upon callback, and helps the DMV better determine why people are calling so we can proactively adjust messaging for better assistance.