Tracker 2018

The Registry of Motor Vehicles

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What is the RMV?

The mission of the Registry of Motor Vehicles (RMV) is to provide a safe and customer-centric transportation environment for the Commonwealth. The RMV is committed to personalizing the customer experience and enabling customer mobility across the Commonwealth.

The RMV credentials drivers of all types of vehicles and delivers driver, non-driver, and vehicle services through multiple channels, including online, mail, phone, through public-private partnerships, and in-person at RMV Service Centers. 

 
In fiscal year 2018 the registry of motor vehicles: more than 2500 driving instructors were certified, Real IDs became available, over 300 driving schools administered tests, 28997 school buses were inspected, over 1900 inspection stations were managed, there were 5 million licensed drivers, and there were 5.7 million registered vehicles.
 

Click the map below to explore the 29 Service Center locations and AAA partner locations that offer in-person RMV services to customers.

Scorecard

The following indicators of performance inform leaders and staff to ensure that processes are effective, efficient, and secure and continuously improve the RMV customers’ experience.

Please note that the 2020, 2022, and long-term targets noted in the scorecard below reflect changes made during the FY18 target-setting process. The 2018 target reflects initial 2-year targets set in FY16.

 
Performance Goal Performance Measure Target Met? July 1 2017 - June 30 2018 (FY18) Change from FY17 2018 Year Target 2020 Year Target 2022 Year Target Long-term Target
Customer Experience Service Center customer wait time (systemwide): Percent of total customers waiting less than 30 minutes Target Not Met - Decreasing Performance 70% -10% 80% 80% 80% 80%
Service Center customer wait time (systemwide): Percent of total customers waiting one hour or more Target Not Met - Decreasing Performance 12% +8% 10% 4% 4% 0%
Contact Center wait time Target Not Met - Decreasing Performance 19:25 +0:33 3:30 5:00 3:30 3:00
% of license renewals conducted online (as a percentage of eligible transaction volume Target Not Met - Increasing Performance 79% (July - February) +8% 80% of eligible transaction volume 50% of eligible transaction volume 50% of eligible transaction volume 95% of eligible transaction volume
% of registration renewals conducted online (as a percentage of eligible transaction volume) Target Not Met - Increasing Performance 67% +1% 92% of eligible transaction volume 92% of eligible transaction volume 95% of eligible transaction volume 97% of eligible transaction volume
% of systemwide license transactions conducted outside of service center Target Not Met - Increasing Performance 48% +8% 65% 65% 70% 75%
% of systemwide registration transactions conducted outside of service center Target Not Met - Increasing Performance 35% +1% 65% 65% 70% 75%
% of systemwide license transactions conducted online Target Not Met - Increasing Performance 34% +8% 35% 40% 65% 75%
% of systemwide registration transactions conducted online Target Met - Increasing Performance 35% 0% 35% 40% 65% 75%
Class D, M-F, Road test availability (offered supply/demand ratio) 0.14 -0.01 n/a 3 week wait time (pending new metric) 3 week wait time (pending new metric) 3 week wait time (pending new metric)
Scorecard Legend
Target Met - Decreasing Performance
Target Met - Decreasing Performance
Target Not Met - Decreasing Performance
Target Not Met - Decreasing Performance
Target Met - Increasing Performance
Target Met - Increasing Performance
Target Not Met - Increasing Performance
Target Not Met - Increasing Performance
 

Customer Experience

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Service Center Customer Wait Time

There are many variables impacting customer wait times. The 29 Service Centers throughout the Commonwealth vary in the types of services offered and the number of customers they serve.

Other factors that impact customer wait times continue to be relevant to understanding and using Service Center Wait Time estimates, such as:

  • Seasonal fluctuations in customer volume and transaction type;

  • Staffing trends, including vacations and intern availability;

  • Differences among Service Centers in demand and demographics served; and

  • Differences among Service Centers in services offered, size, and configuration/technology.

In FY18 70% of customers waited 30 mins or less, 18% of customers waited 30-60 minutes, and 12% of customers waited over one hour.

Use the drop down menu above the chart below to explore customer wait times by Service Center location.

While the RMV met its target for wait times in FY17, performance dropped in FY18. This was largely due to staff and customers adjusting to the implementation of Real ID and other systematic changes as the RMV converted from ALARS to ATLAS. The queuing system was also different in FY17 and since the data for this metric was captured differently between the two systems, this could have also contributed to a reported drop in performance.

You can read more about these changes at the pages listed below:

Customer wait time at Service Centers is defined as the elapsed time between when a customer receives a queue ticket and when a Customer Service Representative (CSR) calls their ticket. The wait times are extracted from the QFLOW database (a product of the queuing vendor). By grouping customers together, for example by Service Center or by month, we calculate the percent of customers who wait less than 30 minutes or more than 1 hour. Detailed information on this measure is provided daily on an interactive online dashboard for RMV staff and leadership. QFLOW went online beginning March 2017, replacing the QMATIC system. QFLOW and QMATIC data are not comparable, because of differences in how these systems tallied customers and tickets. Therefore, data prior to March 2017 is not shown.

Systemwide Wait Times Since ATLAS Release

Wait times have improved dramatically as RMV customers and staff adjust to the new ATLAS system processes and procedures. The chart below shows that the proportion of customers served in 30 minutes or less has greatly increased from March to October 2018, when 91% of customers waited 30 minutes or less.

Image of RMV customer completing a transaction.
Image of an RMV Service Center greeter.
Image of two customer service representatives at the Haymarket Service Center working as a team to complete a transaction.

Contact Center Wait Time

In FY18, the Contact Center received over 989,000 calls and responded to 53% of those calls; the volume of calls increased by 13% over FY17. The percentage of calls answered also increased over FY17 by 10%, even despite a higher call volume.

Monthly average call wait times ranged from 8 minutes to 28 minutes, with an annual average (FY18) of approximately 19 minutes. 

Click the chart below to explore call wait times by month.

In FY16 the Contact Center directed most calls through the virtual hold system, meaning that callers scheduled a callback time before being connected to an agent. Wait times reported in FY16 were reflective of the elapsed time from the point where the caller confirms that they are ready to be connected to an agent, to when an agent answers the call (i.e. wait time after virtual hold). In July 2016 (the start of FY17) virtual hold was turned off until October 2016. Throughout the remainder of FY17 business changes at the Contact Center were tested to help enhance reporting capability and drive continuous improvement across technologies and processes at the Contact Center. Because of this, Contact Center wait time is now reported as an average wait time, regardless of virtual hold treatment. This is similar to how this metric was reported prior to FY16.

Measuring Systemwide Transactions Across Service Channels

The percentage of systemwide transactions conducted outside of Service Centers indicates two important aspects of the customer experience: 1) Enhanced access to the RMV through a variety of service channels, and 2) efficiency of the RMV in reaching customers by distributing customer demand across multiple channels.

As of March 26th, 2018, the RMV began its conversion to the ATLAS system, replacing outdated systems and databases. As of March 2018, all license and ID-related transactions and data are captured through the new ATLAS system, while all vehicle-related transactions remain in the ALARS system (until Fall 2019). Because the two systems define transactions differently, they are not comparable. Therefore, license-related metrics are reported July-February of the fiscal year, reporting ALARS data only. Registration-related metrics are reported for the full fiscal year, reporting ALARS data only.

Click the charts below to explore each metric by month.

Percentage of system wide transactions conducted outside of Service Centers, online, and percentage of renewals conducted online The RMV system includes a number of different service channels where customers can complete transactions. The RMV has a goal of decreasing volumes in Service Centers, to increase efficiency and decrease costs, while also decreasing wait times for customers who are required to do business with the RMV in person. Percentage of systemwide transactions conducted outside of Service Centers, online, and percentage of renewals conducted online are calculated based on a count of “core” ALARS transactions. In FY16 an interdepartmental group met to review the types of transactions represented in ALARS compared to customer counts in other databases at the RMV. In order to compare volumes across databases, a list of “core” transactions that most closely represent customer goals (such as getting a new license, renewing a registration, etc.) was compiled and is used as a sample of ALARS data to represent customer volume across all service channels at the RMV. Percentage of license and registration renewals eligible to be conducted online There are several regulatory factors that prevent customers from renewing their license or registration online. In order to calculate the percentage of renewals that are eligible for online renewal, customer records are sorted based on the due date of their renewal and any limiting factors that apply to their record at that point in time. This data is reported by IT staff on a monthly basis. It is important to note that the percentage of renewals eligible to be done online does not describe the percentage of customers who actually choose to conduct their business online, nor does it reflect restrictions in payment types/preferences. This measure is adjusted to consider the total volume of all renewals which were eligible to be conducted online against the total volume of renewals actually conducted online (this adjustment is applied monthly, and then aggregated for the fiscal year).

License transactions conducted outside of service centers

Over the past two years the proportion of license and ID transactions conducted outside of Service Centers has increased, trending towards targets.

Click the chart above to explore monthly data for each fiscal year.

License transactions conducted online

Over the past two years the proportion of license and ID transactions conducted online has also increased, trending towards targets.

Click the chart above to explore monthly data for each fiscal year.

Percentage of license renewals conducted online (out of eligible renewal volume)

Over the past year, the RMV has changed its business rules, to allow more renewals to be conducted online to offset the increase of renewals conducted in Service Centers in order to obtain Real IDs. Over the past several years the percentage of eligible license renewals conducted online have been trending away from targets.

Click the chart above to explore monthly data for each fiscal year.

Registration transactions conducted outside of service centers

Over the past several years the percentage of registration transactions conducted outside of service centers has exceeded the 2018 target.

Click the chart above to explore monthly data for each fiscal year.

Registration transactions conducted online

Over the past several years the percentage of registration transactions conducted online has been steadily trending towards the 2018 target. In FY2018 the RMV met its target of 35%.

Click the chart above to explore monthly data for each fiscal year.

 

Road Test Availability

Between July 2017 and February 2018, the Monday through Friday road exam program scheduled nearly 75,000 and conducted over 65,000 class D exams.

During this period, the estimated volume of customers eligible for and seeking a road test for a class D exam was 58,000 customers on average each month; data also shows an average of 6,700 customers became newly eligible and likely to schedule a class D exam monthly.

Given the estimated demand volume, the rate of exams conducted, and constraints in the scheduling system prior to the March conversion to the ATLAS system, approximately 6-8 customers may have been competing to schedule an exam at any one time. This is a slight improvement from FY17, where this was an estimated 6-9 customers.

The ratio displayed in the scorecard represents the total estimated demand divided by the number of road tests conducted. The closer the value is to 1, the lower wait times for scheduling an exam customers will experience.

Road test availability measures offered and actual supply of Class D, Monday-Friday road tests (the majority of road tests conducted through the RMV) against the estimated demand for these tests. Data collection for this new metric began at the start of FY17. Due to the system change to ATLAS, this metric will be reevaluated and redesigned to incorporate more detailed and accurate data as available. Road test availability is reported in several ways comparing actual and offered supply to cumulative or new monthly demand. “Actual supply” considers all class D exams which were conducted during the Monday through Friday program at RMV locations. “Offered supply” considers all class D exams which were scheduled during the Monday through Friday program including no shows and rejections. “Demand” was estimated by comparing active permit holders to license issuance month to month and considers retake rates (i.e. what percentage of permit holders will have to take a road test more than once), usage rates (i.e. what percentage of permit holders are likely to use the Monday through Friday program), and the likelihood of permit holders never scheduling a road test while their permit is active. This calculation is done separately for junior operators and adults, based on the different requirements each population has for obtaining a road test. This is likely an underestimate of demand due to the limitations of the current scheduling system which inherently has an effect on customer behavior in choosing if, where, and when to schedule a road test.

Percentage of Registration renewals conducted online (out of eligible renewal volume)

While the percentage of eligible registration renewals conducted online has been trending towards the 2018 target year to year, in FY18 this metric still falls below the target of 92%

Click the chart above to explore monthly data for each fiscal year.

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