These surveys focus on customer service and service delivery options
Mobile DMV Units
Does your state provide driver’s license issuances outside of the traditional brick and mortar locations (mobile driver’s license office)?
Do you accept appointments?
Depends on the county and the services provided: 1
What is the average length of a transaction?
10 minutes or less: 8
15 minutes or less: 17
20 minutes or less: 4
Other/varies based upon type of transaction: 2
If you do take appointments, select the length of time your appointment dates are scheduled out?
0-5 days: 4
6-12 days: 3
13-20 days: 2
30+ days: 11
Contact Center Working Group: Models Survey
How are you set up to service your customers in your Contact/Call Center? Choose all that apply.
Voice only: 14
How do you staff your Contact/Call Center? Choose all that apply.
Internal resources: 31
Other agencies: 1
Do you currently have Self-Service Kiosks available to your customers in branch offices/facilities?
Customer Service Training
Does your jurisdiction provide customer service training to licensing representatives after they have been fully trained and certified?
Does your DMV provide options for customers to complete the following transactions online?
Driver’s License Renewal: 30
Driver’s License Duplicate, Non-Commercial: 22
Driver’s License Duplicate, Commercial: 10
Driver’s License Record Request: 28
Vehicle Registration Original: 3
Vehicle Registration Renewal: 28
Vehicle Registration Duplicate: 17
Vehicle Title Duplicate: 7
Insurance Reinstatement Fee Payment: 19
Planned Non-Operation: 2
Insurance Update: 7
Affidavit of Non-Use: 3
Vehicle Registration Record Request: 9
Commercial Trip Permit: 9
Change of Address: 25
Replacement Vehicle Registration Sticker: 10