New report shows DMV wait times are down, online services are up

A new report from the Wisconsin Department of Transportation (DOT) shatters the myth that service at the Division of Motor Vehicles (DMV) is slow. The report shows the majority of people who visit a Wisconsin DMV customer service center are served in less than 10 minutes, phone contacts are handled in under two minutes and there is immediate service for customers who do business online.

DMV serves more than 50,000 customers each day by mail, phone, in person or online. A department goal is to make DMV interactions as quick and convenient as possible, without increasing staff. The newly-released WisDOT Customer Service Report (http:// wisconsindot.gov/about/performance/ docs/ cust- service- rpt. pdf) highlights four performance measures being tracked as part of the department’s MAPSS Performance Improvement Program. Results demonstrate decreased customer service center wait times, increased phone service and improved driver license road test scheduling and electronic services.

DMV wait times: Approximately 59 percent of DMV service center customers are being served in less than 10 minutes. To enhance service, DMV launched Saturday hours at two of the state’s busiest service centers in Milwaukee. The addition of online services eliminates the need for many customers to travel to a customer service center. Online options give customers the ability to renew license plates, title vehicles, change addresses and conduct many other types of business via the web.

Road test scheduling: There is great demand for driver license skill tests. The availability of test appointments showed significant improvement in the last year. So far in 2014, DMV has exceeded its goal by meeting 95 percent of demand for scheduling driver license road tests. DMV responded to customer feedback by developing a way to predict future demand and allocating resources to provide tests at the most desirable time.

Phone service: Approximately 73 percent of phone callers wait less than two minutes before speaking with a DMV representative. DMV is working to increase that number to 80 percent in order to efficiently handle the more than one million calls it receives annually. Service enhancements include more rapidly directing calls to area experts and giving customers the option for a call back or an email response to their questions when the wait time is expected to be over one minute.

Electronic services: As growth in technology continues and customers expect 24/7 service, Wis- DOT continues to enhance its online offerings. A new interactive Driver License Guide takes customers step-by-step through the licensing process and offers a personalized checklist of items to consider. This preparation saves time and money on unnecessary or repeat trips to the DMV. New electronic services implemented this year allow customers to purchase crash reports, look-up liens or practice for the written driver test through mobile apps. Last year, DMV completed 4.8 million online transactions and that number is expected to grow.

The four service measures detailed in the DOT Customer Service Report are components of DOT’s MAPSS Performance Improvement Program which focuses on five core goal areas of Mobility, Accountability, Preservation, Safety and Service. Further information on MAPSS is available at www.mapss.wi.gov.


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