WisDOT MAPSS - Service - DMV Email Service - High quality and accurate products and services delivered in a timely fashion by a professional and proactive workforce.
DMV Email Service - High quality and accurate products and services delivered in a timely fashion by a professional and proactive workforce.DMV email service provides an efficient alternative to phone requests for information. Increased utilization of the email option for less complicated topics allows our phone staff to provide in-depth service to customers with more complex requests. It is important for emails to be answered in a timely manner (within 24 hours) so that customers do not telephone, resulting in a duplicative contact. Each week, the DMV counts the total number of emails received by the various official inboxes linked on the wisconsindot.gov site and calculates the percent that were responded to within 24 hours. Our target is to respond to 80% of email contacts within 24 hours.
DMV email service provides an efficient alternative to phone requests for information. Increased utilization of the email option for less complicated topics allows our phone staff to provide in-depth service to customers with more complex requests. It is important for emails to be answered in a timely manner so that customers do not telephone, resulting in a duplicative contact.
The DMV devotes customer service resources to answering email requests during all regular business hours. Some emails include multiple questions and may require additional review.
The DMV uses routing technology to assign email contacts to the appropriate personnel. Improved cross training in the phone units has provided the additional benefit of an improvement in the rate and accuracy of responses. 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 emails it receives.