June 2008

Division

Performance
Results
Janet Napolitano, Governor
Victor M. Mendez, Director – Arizona Department of Transportation
Stacey K. Stanton, Director – ADOT/Motor Vehicle Division

Table of Contents
OVERVIEW ........................................................................................... i
CUSTOMER SERVICE
(CS)

MOTOR CARRIER and TAX SERVICES
(MCTS)
Diesel Vendor Compliance Inspections................................ 9
Dyed Diesel Fuel Tests ....................................................... 10

Customer Wait Time In Field Offices................................... 1

COMPETITIVE GOVERNMENT PARTNERSHIPS
(CGP)

Surveillance Details ............................................................ 11

MOTOR VEHICLE ENFORCEMENT SERVICES
(MVES)

Alternate Vehicle Registration Renewals ............................. 3

Registration Compliance..................................................... 12

Internet and IVR Transactions .............................................. 4

Commercial Vehicle Processing Activities at Fixed Ports . 13

Third Party Transactions ....................................................... 7

Commercial Vehicles Processed by Mobile Enforcement.. 15

DIVISION OPERATIONAL SUPPORT SERVICES
(DOSS)
Call Center Level II Wait Time............................................. 8

MOTOR VEHICLE SUPPORT SERVICES
(MVSS)
Injury Incident Rate ............................................................ 17

This report is also available online at:
http://www.azdot.gov/mvd/Strategic_Planning/strategicplanning.asp

Motor Vehicle Division
Program and Subprogram Organizational Alignment

Motor Vehicle Division
Support
Services

Customer
Services

Enforcement
Services

Director’s Office
(DO)

Customer
Service (CS)

MV Enforcement Services
(MVES)

Executive Services Group
(ESG)

Competitive Government
Partnerships (CGP)

Special Border
Projects (SBP)

Executive Hearing Office
(EHO)

Motor Carrier and Tax
Services (MCTS)
Division and Operation
Support Services (DOSS)

FY 2008 Strategic Plan, Division Performance Results
Arizona Department of Transportation, Motor Vehicle Division

Page i

MVD Vision
Making a difference by setting customer commitment at its highest level.

MVD Mission
MVD supports Arizona through licensing, vehicle credentialing, revenue collection, safety programs, and
by promoting compliance with transportation laws.

MVD Goals
•

•
•
•
•
•

To promote public safety and protection through regulation, licensing, and the administration of
transportation laws.
To improve customer service.
To promote safety and security in the workplace.
To develop a high-performing, successful workforce.
To increase the use of electronic service delivery.
To promote the efficient generation, collection, and management of revenues to meet public needs.

MVD Values
•
•
•
•
•
•
•
•
•

Create a safe work environment.
Recognize and respect the value of our lives outside ADOT/MVD.
Promote continuous improvement.
Produce quality work with pride.
Exhibit integrity and respect.
Exercise personal accountability.
Protect and conserve resources.
Provide excellent customer service.
Develop and maintain professionalism.

FY 2008 Strategic Plan, Division Performance Results
Arizona Department of Transportation, Motor Vehicle Division

Page ii

SUPPORT SERVICES
DTA 3.1, A.R.S. Title 28
Contacts:
Stacey K. Stanton, Division Director, Phone (602) 712-8152
James Michael Devine, Deputy Division Director, Phone (602) 712-8152
J.M. ‘Jack’ McCormick, Chief Administrative Law Judge, Executive Hearing Office, Phone (602) 712-8450
George Delgado, Assistant Division Director, Executive Services Group, Phone (602) 712-6806
Mission:
To lead and support the Motor Vehicle Division in its provision of services.
Description:
The Motor Vehicle Support Services (MVSS) Program is comprised of three major components, including:
♦ Director’s Office
♦ Executive Hearing Office
♦ Executive Services Group
The Director’s Office (DO) provides leadership and assistance in legislative, government, public information, and community relations;
constituent services, information systems support, human resources, and organizational development.
The Executive Hearing Office (EHO) conducts administrative hearings arising from the licensing and enforcement authority of the
Arizona Department of Transportation (Title 28, Arizona Revised Statutes). The cases heard involve diverse controversies, ranging from
simple to complex issues. Hearings involve DUI-related offenses, driver license suspension and revocation actions, motor vehicle title
and registration, motor vehicle manufacturers and franchises, motor carrier safety, motor carrier tax, aviation assessments, and cases
regulating outdoor advertising along Arizona's Interstate, secondary, and primary highways. Administrative Law Judges of the Executive
Hearing Office also frequently appear before law enforcement agencies and other professional groups to explain Arizona's civil DUI and
driver license enforcement actions.
The Executive Services Group (ESG) provides management support throughout the Division in the areas of strategic planning and
budgeting, traffic records, procurement, facility planning and management, purchasing, warehouse supply and distribution, grant
accounting and contracts. In addition, the Division, other governmental entities, businesses, and the general public are served through the
provision of statistical information and reports.
FY 2008 Strategic Plan, Division Performance Results
Arizona Department of Transportation, Motor Vehicle Division

Page iii

CUSTOMER SERVICES
DTA 3.2, A.R.S. Title 28
Contacts:
Holly Bowers, Acting Assistant Division Director, Customer Service, Phone (602) 712-8968
William Raiford, Acting Assistant Division Director, Competitive Government Partnerships, Phone (602) 712-7969
John Carlson, Assistant Division Director, Division Operational Support Services, Phone (602) 712-8347
Lenor Montemayor, Assistant Division Director, Motor Carrier and Tax Services, Phone (602) 712-4027

Mission:
To provide exemplary motor vehicle and driver license customer services and improve motor vehicle related products, services, and
revenue collection through effective application of private and public sector resources.

Description:
The Customer Service Program is comprised of four major components, including:
♦ Customer Service
♦ Competitive Government Partnerships
♦ Division Operational Support Services
♦ Motor Carrier and Tax Services
The Customer Service Program (CSP) consists of 61 statewide service locations, Title Production Unit, Driver License Central
Production, and Abandoned Vehicle Unit. Services are rendered to all segments of population, from infants to the elderly in need of
State Identification Cards, and includes the issuance of Driver Licenses and ownership documents to private citizens, government
entities, commercial companies and financial institutions. Responsibilities and services include extensive documentation review for
compliance with state statute and federal guidelines, fraud detection, collection and reconciliation of fee collections, conducting vehicle
inspections, driver license skill testing and registration reinstatements and permit issuance. CSP also provides mandatory insurance
verification, Voter Registration services, Organ Donation Program, Selective Service information collection and distribution, citizen
advisement and collection of delinquencies and restitution liens on behalf of state and local courts, Departments of Economic Security
and Revenue, County Assessor’s/Treasurer’s office and other agencies.

FY 2008 Strategic Plan, Division Performance Results
Arizona Department of Transportation, Motor Vehicle Division

Page iv

Competitive Government Partnerships (CGP) is responsible for establishing business relationships with public and private sector
partners to enhance delivery of MVD services. The program focuses on developing new and convenient ways for Arizona citizens and
businesses to do business with MVD through authorized third party providers and e-government services. In addition to responsibility
for the Third Party Program and ServiceArizona, the e-government channel, CGP licenses and provides oversight to motor vehicle
dealers, traffic survival schools, professional driving schools, high school driver education programs and motorcycle training schools.
CGP also administers electronic delivery of motor vehicle records to authorized commercial and government agencies and coordinates
criminal record checks on private sector applicants. In carrying out its responsibilities, CGP develops intergovernmental relationships
with state and local agencies, such as the Department of Environmental Quality, Department of Education, Secretary of State’s Office,
Governor’s Information Technology Agency, Arizona Office of the Courts and law enforcement agencies.
Division Operational Support Services (DOSS) assists division-wide initiatives by developing and writing policies and rules, operating
five public information call centers and one technical support call center that provides support to field offices. Records management is
handled through six distinct units: microfilm and document imaging, data entry of citations and court abstracts; DUI, criminal and
fraudulent records; certification of records, including the photo lab and film research. Mandatory Insurance and Financial Responsibility
and Ignition Interlock Device Unit are now two distinct programs with DOSS. Division technical training required for employee
competency is identified, coordinated, and provided through DOSS as well as external training for third parties, including courts, private
companies, and other government entities. DOSS also investigates and processes DUI-related license reinstatements, and provides expert
testimony in court proceedings. Finally, on behalf of the Division, DOSS coordinates federal interaction and handling of commercial
driver license record inquires through the Commercial Driver License Information System (CDLIS) and supports help desk activities
related to the Problem Driver Pointer System (PDPS) and the National Motor Vehicle Title Information System (NMVTIS).
Motor Carrier and Tax Services (MCTS) is a diversified program that is responsible for the following: a) fuel tax collection b)
accounting for and distributing Highway User Revenue Fund (HURF) and other related revenues c) identification of fuel tax evasion
activities d) bad debt collections for the Division e) oversight of the medical review function to process medical eligibility for
commercial and noncommercial drivers f) commercial driver licensing to include skill and knowledge testing g) interstate motor carrier
registration h) fleet registrations i) International Fuel Tax Agreement (IFTA), International Registration Plan administration and Vendor
and Supplier licensing.
Additionally, MCTS works with other agencies and the federal government regarding motor carrier safety programs such as Commercial
Vehicle Information System Network (CVISN), Performance and Registration Information Systems Management (PRISM) and Motor
Carrier Management Information System (MCMIS). MCTS is responsible for implementation of the North American Free Trade
Agreement (NAFTA) as it applies to Mexican motor carriers in the licensing and registering of their vehicles for interstate commerce.

FY 2008 Strategic Plan, Division Performance Results
Arizona Department of Transportation, Motor Vehicle Division

Page v

MOTOR VEHICLE ENFORCEMENT SERVICES
DTA 3.3, A.R.S. Title 28
Contacts:
Ric Athey, Assistant Division Director, Motor Vehicle Enforcement Services, Phone (602) 712-8735
George Bays, Special Border Projects Coordinator, Phone (520) 459-7601

Mission:
To accomplish mandated enforcement and regulatory responsibilities and provide a system that ensures public safety.

Description:
The Motor Vehicle Enforcement Services Program is comprised of two major components, including:
♦ Motor Vehicle Enforcement Services
♦ Special Border Projects
The Motor Vehicle Enforcement Services (MVES) program utilizes certified peace officers in the enforcement of transportation-related
laws and regulations. Through the fixed port of entry system and mobile enforcement, commercial vehicles are checked for compliance
with size, weight, and safety laws, including laws relating to the transportation of hazardous materials. In addition, MVES inspects
vehicles for authorized ownership and monitors and identifies stolen vehicles and vehicle components.
The Special Border Projects (SBP), an adjunct of MVES, coordinates with other governmental and private sector entities in procuring
funding and in the development of border facilities in order to prepare for the full implementation of NAFTA commercial vehicle access
accords, which will strengthen international trade. While promoting border crossing efficiencies, the overall aim is to assist regulatory
agencies in ensuring that commercial vehicles and operators comply with safety, security, licensing, environmental, and other prescribed
standards as a condition of travel on Arizona and federal highways.

FY 2008 Strategic Plan, Division Performance Results
Arizona Department of Transportation, Motor Vehicle Division

Page vi

Customer Service
FY 2008 OBJECTIVE
Purpose:

AGENCY GOAL

To increase the quality, timeliness and cost effectiveness of our products and services.

MVD GOAL

To improve customer service.

Achieve an average customer wait time (ticket-to-counter) in field offices of 15 minutes or less.
MVD strives to maintain acceptable customer service levels and meet the legislative 15-minute wait time for customers visiting field offices.
TARGET
15
15
15
15
15
15
15
15
15
15
15
15

PERFORMANCE MEASURES
Achieve an average customer wait time
(ticket-to-counter) in field offices of 15
minutes or less.
Average transaction time at counter (in
minutes)
Total average time of customer visit at field
office (in minutes)
MVD customers served in field offices (in
thousands)
Transactions at counter (in thousands)
Transactions (in thousands) completed for
customers served in field offices/through
Internet and dealer work
Other transactions (in thousands)
completed including driving tests, written
tests, inspections, and motorcycle skills
tests
Additional services provided that impact
workload, affecting customer wait and total
visit time in field offices (in thousands) 1
Customers given notice to return
(transaction incomplete)

15

15

FY 2007

July

Aug

Sept

Oct

Nov

Dec

Jan

Feb

Mar

Apr

May

June

FY 2008

FY 2008
Estimate

17.4

14.7

13.5

13.9

12.6

11.1

10.3

13.4

14.2

13.3

10.4

10.9

12.1

12.5

15.0

8.1

7.8

8.1

8.2

7.9

7.9

7.9

7.8

7.6

7.8

8.1

7.5

7.4

7.8

9.2

30.7

22.5

21.6

22.1

20.5

19.0

18.2

21.2

21.8

21.1

18.5

18.4

19.5

20.4

37.0

4,332.4

374.9

395.7

320.7

371.2

329.9

309.8

368.2

361.0

370.6

378.4

375.7

372.6

4,328.8

4,275.0

5,294.0

443.2

477.3

388.8

447.8

400.5

377.6

443.3

407.3

451.7

448.6

440.5

428.8

5,155.4

5,500.0

500.3

42.2

42.9

35.6

41.0

34.8

29.4

34.2

32.8

37.5

39.6

35.6

33.8

439.4

555.0

658.7

56.5

62.2

48.8

53.4

47.2

43.1

52.5

51.8

59.6

55.7

53.6

57.9

642.3

610.0

524.1

51.9

57.7

59.1

54.2

47.0

39.7

51.6

49.9

50.5

45.5

48.5

52.5

608.2

535,000

132,290

8,124

8,908

8,446

9,090

6,823

6,125

8,403

7,811

8,545

8,082

7,831

8,328

96,516

130,000

772

785

784

787

781

780

775

780

782

786

774

773

761

779

785

86.0%

83.0%

Average number of MVCSAs and MVCSRs
Percent of customers rating overall
satisfaction on Customer Service
Satisfaction Survey

15

82.0%

86.0%

83.0%

86.0%

Surveys during this quarter will be
compiled and results reported in
September 2008

NOTES:
1 Additional services include selective service, organ donor program, and voter registration.
The "arrival-to-ticket wait time" measurement was deleted effective November. Methodologies for
calculating this wait time were inconsistent and not reflective of all field offices statewide. Data for "total
average time of customer visit" for July-October was then modified to reflect the deletion of the "arrival-toticket wait time."

ADOT/MVD Division Performance Results

Page 1 of 17

ADOT/MVD Division Performance Results

Average Wait Time in Field Offices Ticket-to-Counter
20
18
16

17.4
14.7

14
Minutes

VARIANCE STATEMENT
JULY: Overall, ticket-to-counter wait times increased to 14 minutes and 44 seconds, meeting
the Division’s goal of 15 minutes or less. The decrease in the number of customers (8,100) and
transactions (3,100) can be attributed to July having one less business day; 20 days, as
compared to 21 in June.
AUGUST: The average number of CSAs/CSRs remained steady, which attributed to maintaining
a steady ticket-to-counter wait time (13.5 minutes). The increase of customers (by 20,000) and
transactions (by 34,000) could be contributed to 23 working days in August, compared to July
with 21.
SEPTEMBER: Decreases in transaction counts and customer counts are due to fewer business
days in September (19) as compared to August (23). Transaction times have increased slightly,
which may be attributed to statewide computer/system down time, particularly during the week of
9/17/07, and the rollout of MCSIA (Motor Carrier Safety Improvement Act) on 9/24/07. We have
also noted a continued increase in additional services in August and September; these months
typically see an increase in the number of driver license transactions for students preparing for
school, including 18-year-olds opting for selective service and voter registrations.
OCTOBER: The ticket-to-counter wait time and transaction time decreased from last month, in
part due to continuing statewide computer/system down time. System down time may contribute
to reduced wait time because customers cannot always wait and opt to return when the system
comes back online. The increase of customers (50,499) and transactions (58,999) could be
contributed to 22 working days in October, compared to September with 19, and the increase in
returning customers.
NOVEMBER: Ticket-to-counter wait time decreased 1.5 minutes and is the lowest on record this
fiscal year (11.1 Minutes). This can be attributed to fewer customers (41,300), fewer
transactions (47,300), and a decrease in other transactions (6,200), duplicating last November’s
downward trend. November also had two less business days than October. Also impacting wait
time was the increase in system downtime hours which prematurely terminates a customer
transaction.
DECEMBER: At 10.3 minutes, December's average wait time is the lowest on record this fiscal
year. Most transactions completed in December were types that are less time consuming and
less complicated, i.e. duplicate driver licenses and standard license or vehicle registration
renewals. December counts are historically in line with previous years' results. Halfway through
the year this objective is on track. There is nothing expected to occur during the rest of the year
that could negatively impact the achievement of the objective except the possible event of
staffing shortfalls due to budget restraints.
JANUARY: The 3.1 minute increase in wait time is attributed to an approximate increase of
65,000 transactions and 58,000 customers. This increase is in line with previous trends;
historically, January has a pattern of increased customers and transactions as compared to the
month of December.
FEBRUARY: The decrease in the number of customers (7,200) and transactions (36,000) can
be attributed to February having one less business day; 20 days, as compared to 21 in January.
Although average wait time (ticket-to-counter) increased by 48 seconds it can be attributed, in
part, to a new law requiring a state issued ID to cross the border; Nogales, Douglas and Yuma’s
wait times have increased and the recent initiation of the Q SUITE pilot being conducted at our
South Mountain Facility contributed to the swell in Wait time.
MARCH: The average customer wait time (ticket-to-counter) decreased to 13 minutes and 18
seconds, dropping 54 seconds compared to February, despite an increase in customers (9,700)
and transactions (44,400). Improvements can be attributed to a decrease in turnover, which
creates a more experienced work force and a reduction in vacant positions.

13.5 13.9

13.4

12.6
11.1

12

14.2
13.3

12.1 12.5
10.4

10.3

10.9

10
8
6
4
2
0
FY July
2007

Aug Sept

Oct

Nov

Average Wait Time

Dec

Jan

Feb

Mar

Apr

May June

FY
2008

Target = 15 Minutes

APRIL: Wait times decreased by 2.9 minutes, as compared to March, despite an increase of
customers (7,800). The increase in customers can be attributed to more working days in the month of
April (22), as compared to March (21). Statistics show that April’s transactions consisted of those types
that are less time consuming and less complicated (i.e., renewals for driver licenses and registrations).
The decrease in wait time is in line with previous trends; April has historically reflected lower wait
times.
MAY: Transaction times decreased and wait times increased slightly compared to April. Similar to
FY07, there are no significant changes from April to May. Additional 2nd Quarter surveys were
received late and added to the results, changing the percentage from 86% to 83%.
JUNE: Wait times increased by 1.2 minutes despite the decrease of customers (3,100) and
transactions (11,700). The increase in wait time can be attributed to a higher volume of road tests
being conducted (10,325 in June compared to 9,478 in May) resulting in a higher-than-normal number
of staff taken away from customer service windows to perform this service. Road tests tend to
increase during the summer months because many applicants are out of school. The Division is
upgrading the current 32 Qmatic offices with new software (QSuite) and installing hardware/software at
the remaining 29 offices, introducing a new process to the small offices, and giving our Division a total
of 61 Qmatic offices. With the Qmatic upgrades and the implementation of the wireless handheld units
for vehicle inspections wait times may temporarily be effected. Overall, the 12.5 minute wait time
average exceeded the 15 minute estimate.

Page 2 of 17

Competitive Government
Partnerships
FY 2008 OBJECTIVE

AGENCY GOAL

To increase the quality, timeliness and cost effectiveness of our products and services.

MVD GOAL

To improve customer service.

Achieve 80% of all vehicle registration renewals through alternate methods.

The ability to offer alternative methods of vehicle registration renewal provides convenience to customers, frees up staff time and resources, and alleviates customer traffic in MVD
field offices.
TARGET
77.9%
80.0%
80.0%
80.0%
80.0%
80.0%
80.0%
80.0%
80.0%
80.0%
80.0%
80.0%
80.0%
80.0%
FY 2008
PERFORMANCE MEASURES
FY 2007
July
Aug
Sept
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
June
FY 2008
Estimate
Percent of all vehicle registration renewals
79.1%
78.6%
78.1%
80.0%
78.5%
76.8%
81.0%
78.4%
78.8%
82.1%
77.9%
79.7%
81.4%
79.4%
80.0%
completed through alternate methods
Total vehicle registration renewals
2,680,140 224,469 233,530 210,666 228,178 195,932 228,567 216,987 193,529 278,589 215,090 251,212 273,850 2,750,599
3,030,000
completed through alternate methods 1
Percent of vehicle registration renewals
20.9%
21.4%
21.9%
20.0%
21.5%
23.2%
19.0%
21.6%
21.2%
17.9%
22.1%
20.3%
18.6%
20.6%
20.0%
completed by field offices
Vehicle registration renewals completed by
708,656
61,250 65,439 52,510 62,609 59,154 53,682 59,890 52,026 60,699 61,164 63,993 62,457
714,873
759,155
field offices
Vehicle registration renewals (field office
3,388,796 285,719 298,969 263,176 290,787 255,086 282,249 276,877 245,555 339,288 276,254 315,205 336,307 3,465,472
3,789,155
and alternate methods)
Renew-by-Mail renewal percentage
25.9%
23.3%
23.6%
22.3%
23.4%
22.2%
20.0%
22.9%
22.3%
17.9%
21.4%
20.5%
16.7%
21.2%
23.0%
Internet and Interactive Voice Response
40.9%
47.0%
45.9%
47.6%
46.0%
46.0%
44.0%
46.3%
46.5%
41.0%
46.9%
46.3%
42.5%
45.4%
42.8%
(IVR) percentage
Third Party renewal percentage
10.5%
6.3%
6.5%
8.1%
6.9%
7.3%
15.0%
6.9%
7.6%
21.8%
7.4%
11.0%
20.8%
10.9%
10.8%
Average turnaround time for vehicle
3.6
2.4
1.1
1.3
1.2
1.0
1.1
1.5
1.1
1.1
1.3
1.5
1.5
1.3
3.1
registration Renew-by-Mail (days) 2
Purpose:

78.1%

80.0%

78.5%

76.8%

VARIANCE STATEMENT
JULY: Total overall renewals decreased by 50,283 from June. The biggest decrease (49,486
renewals) was in Third Party due to the large rental and leasing companies hitting lows in their
cyclical fleet renewals at the same time. Although not enough to boost the overall alternative renewal
percentage, the number of Internet/IVR renewals was the largest ever.
AUGUST: No significant change from last month. Renew By Mail maintained a one to two day
turnaround this month due to the implementation of the new Tab on Demand process.
SEPTEMBER: Although overall counts of renewals were down, cyclical Third Party U-Haul renewals
accounted for the increase in the percent of alternative methods this month.
OCTOBER: Drop Box renewals were under counted by 728 renewals last month. When corrected,
the percent of alternate methods increased to 80% for Sept. There were no significant variances to
note in October.
NOVEMBER: Totals for all renewals are typically lower during the holiday season.
DECEMBER: The percentage of Alternate Renewals decreased due primarily to a significant
increase in the number of renewals completed in field offices. It is difficult to predict how the public
will choose a method of renewal. This objective is not on track to meet the 80% target. However,
there is a good possibility that year-end results will be close to last year's percentage.
JANUARY: The Alternative Renewal percent increased as transaction types returned to typical
levels of activity.
FEBRUARY: Although all transaction counts except Drop Box decreased the ratios between
alternate and total transactions resulted in an increased number alternative type percentages.
ADOT/MVD Program Performance Results

81.0%

78.4%

78.8%

82.1%

77.9%

79.7%

81.4%

Renewals Completed Through Alternate Methods
84%
82%
80% 79.1% 78.6% 78.1%
Percent

78.6%

NOTES:
1 Alternate renewal methods include: Renew-by-Mail, Internet and
Interactive Voice Response, Third Party, Drop Box, and Fleet.
2 Turnaround time for Renew-by-Mail is a General Appropriation Act
footnote requirement and is reported monthly.

78%

82.1%

81.0%

80.0%

78.4% 78.8%

78.5%

81.4%

79.7%
77.9%

76.8%

79.4%

76%
74%
72%
70%
FY July Aug Sept Oct Nov Dec Jan Feb
2007
Percent of Alternate Renewals

Mar

Apr

May June

FY
2008

Target = 80%

MARCH: The impact of Third Party cyclical fleet company renewals (51,658) is reflected in this
month's alternative renewal percent. Additionally, Internet/IVR registration renewals hit a record
high this month.
APRIL: April numbers reflect a more typical month's activity level. No significant variances were
noted.
MAY: Internet/IVR renewals reached an all time high this month increasing the overall percentage
of renewals from alternate methods.
JUNE: All renewal methods, except RBM, increased over last year; however the ratio of field offices
to alternative methods was not enough to meet the FY08 goal. However, the final percent was very
close to meeting the target and exceeded last year's percentage. NOTE: December data has been
modified; the reference to the significant increase in December field office transactions was due to
24,525 transactions that should have been attributed to Third Party.
Page 3 of 17

Competitive Government
Partnerships
FY 2008 OBJECTIVE
Purpose:

AGENCY GOAL

To increase the quality, timeliness and cost effectiveness of our products and services.

MVD GOAL

To increase the use of electronic service delivery.

Increase Internet and IVR transactions and activities to 7.6 million (average 629,750 per month).
The ability to conduct transactions electronically and via telephone provides convenience to customers, frees up staff time and resources, and alleviates customer traffic in MVD
field offices.

TARGET

PERFORMANCE MEASURES
Total Internet and IVR transactions and
activities
Government-to-consumer Internet and IVR
transactions and activities
Registration Renewal (10-97)
Interactive Voice Response (IVR) for
vehicle registrations only (10-97)
Permanent Fleet Registration
Renewal (7-99)

5,700,000

FY 2007

8E+06 8E+06 8E+06 8E+06 8E+06 8E+06 8E+06 8E+06 8E+06 8E+06 8E+06 8E+06
July

Aug

Sept

Oct

Nov

Dec

Jan

Feb

Mar

Apr

May

June

7557000
FY 2008

FY 2008
Estimate

7,099,558

717,452 729,859 653,783 694,982 616,542 592,769 747,767 717,057 742,424 729,722 758,555 723,594

8,424,506

7,557,000

5,473,387

587,612 595,522 537,652 570,853 503,533 480,635 627,087 592,960 608,016 600,014 624,787 599,650

6,928,321

5,856,300

1,201,741

118,875 121,662 111,292 118,389 103,674 110,113 114,437 108,338 124,308 115,931 131,591 128,889

1,407,499

1,400,000

184,077

15,266

15,336

13,856

15,176

13,548

13,829

13,628

12,787

14,364

13,383

14,211

13,812

169,196

180,000

2,012

145

20

350

70

230

223

165

123

251

338

274

240

2,429

2,300

Duplicate Registration (2-03)

33,340

3,203

3,136

2,448

2,980

2,704

2,704

3,295

4,053

4,301

3,918

3,445

3,275

39,462

35,000

Duplicate Driver License/ID (2-00)

255,690

22,942

22,876

20,194

20,846

18,543

17,579

23,259

21,159

20,677

19,225

20,341

21,854

249,495

275,000

Driver License Reinstatement (6-02)

14,086

1,240

1,206

1,200

1,331

1,249

1,097

1,355

1,423

1,276

1,249

1,298

1,352

15,276

15,000

Special Plate Order (9-99)

26,332

2,765

2,875

2,650

2,759

2,589

2,628

2,862

2,779

3,079

3,131

3,230

2,534

33,881

35,000

Personalized Plate Order (9-99)

45,983

4,157

4,366

3,905

3,962

3,612

3,485

3,870

3,846

4,090

4,190

4,409

3,868

47,760

50,000

Address Change (3-01)

381,638

29,128

27,521

22,394

25,783

22,299

20,940

27,165

24,994

24,720

23,641

25,257

27,555

301,397

395,000

3-day Restricted Use Permit (1-02)

660,289

41,850

35,224

27,462

33,492

31,527

28,468

32,040

33,934

35,074

33,620

33,465

31,040

397,196

600,000

Plate Credit Inquiry (1-02)

205,463

18,233

17,432

14,775

17,330

14,942

14,455

16,517

15,791

15,979

16,496

15,099

14,310

191,359

210,000

Vehicle Sold Notice (3-02)

156,232

15,880

15,280

13,003

15,789

14,905

12,212

14,560

14,694

17,216

16,405

14,663

15,402

180,009

160,000

De-Insured Certificates (11-01)

39,473

3,294

3,358

3,191

3,212

2,949

2,952

3,489

3,137

3,715

4,682

4,363

4,045

42,387

43,000

Voter Registration (7-02)

184,341

10,628

11,585

10,956

15,526

14,859

16,903

64,551

35,675

13,557

11,564

12,329

13,569

231,702

215,000

30-day Permit (2-04)

41,525

4,117

4,462

4,157

4,399

4,104

3,931

4,371

4,149

4,224

4,220

4,513

4,423

51,070

48,000

PFTO Refund (1-05)

119,743

11,723

12,346

10,978

11,503

10,361

9,831

11,019

10,692

11,819

11,714

11,630

11,522

135,138

130,000

148,322

13,195

12,790

12,179

14,322

12,018

10,701

15,916

15,521

14,646

13,693

13,687

14,469

163,137

155,000

16,355

1,415

1,521

1,462

1,604

1,324

1,239

1,510

1,519

1,826

1,747

1,558

1,641

18,366

20,000

Vehicle Fee Recap (1-06)

27,766

1,171

1,082

1,274

1,578

917

1,072

3,989

9,702

9,575

7,419

1,255

1,128

40,162

38,000

EZ Email

388,486

36,611

31,809

28,051

28,590

24,765

23,233

27,768

24,358

29,778

27,016

30,455

29,109

341,543

410,000

7,004

7,408

6,861

7,295

6,363

5,576

8,620

8,140

7,774

8,075

8,011

7,856

Reinstatement Requirements
TR MVR

(6-02)

(11-05)

(7-06)

DL MVR (7-06)
Personalized Plate Inquiry (1-07)
Insurance Verification (2-07)

61,668
1,262,523

218,625 236,925 219,866 219,678 191,104 172,723 226,411 230,161 239,074 252,006 263,839 241,470

88,983

80,000

2,711,882

1,300,000

16,302

6,145

5,302

5,148

5,239

4,947

4,741

6,290

5,568

6,050

5,641

5,091

5,491

65,653

20,000

Plate Replacement

0

0

0

0

0

0

0

0

0

0

0

0

0

0

10,000

Tab Replacement (2-08)

0

0

0

0

0

0

0

0

417

643

710

773

796

3,339

30,000

ADOT/MVD Program Performance Results

Page 4 of 17

PERFORMANCE MEASURES
Government-to-business Internet
transactions and activities

FY 2007
1,626,171

July

Aug

Sept

Oct

Nov

Dec

Jan

Feb

Mar

Apr

May

June

129,840 134,337 116,131 124,129 113,009 112,134 120,680 124,097 134,408 129,708 133,768 123,944

FY 2008

FY 2008
Estimate

1,496,185

1,700,700

Registration Fee Calculation (1-02)

548,153

39,763

41,308

32,457

40,783

36,110

33,464

38,838

38,085

41,520

42,506

40,844

39,747

465,425

550,000

Non-Resident Permit (8-04)

39,489

2,674

2,725

2,372

2,862

3,299

3,255

4,540

4,225

4,389

3,406

2,831

2,439

39,017

41,000

90-day Resident Registration (6-02)

11,333

1,031

1,056

884

837

607

535

621

639

728

764

783

745

9,230

13,000

Temporary Registration Plate (7-03)

836,945

70,603

71,860

64,052

62,200

56,385

57,408

57,460

61,032

65,137

60,298

64,520

57,949

748,904

850,000

11,812

898

1,047

1,019

1,004

952

752

1,005

928

875

920

785

893

11,078

15,000

Dealer License Renewal (11-03)

29,465

54

867

1,363

81

1,311

1,634

238

937

1,289

101

948

1,250

10,073

30,000

Abandoned Vehicle Reporting

7,121

1,169

1,055

1,233

1,319

859

1,237

492

839

469

860

1,199

753

11,484

8,000

15,213

1,366

1,308

1,293

1,429

1,213

1,195

1,280

916

1,136

1,132

1,158

1,052

14,478

16,000

0

751

875

735

843

1,019

554

970

923

1,470

1,069

904

1,017

11,130

0

TR Motor Vehicle Record (2-05)

70,187

7,038

7,372

6,541

7,661

6,975

6,999

8,745

8,650

10,627

11,310

12,490

11,899

106,307

85,000

EZ Lienholder MVR (4-05)

30,835

2,462

2,678

2,286

2,661

1,990

1,894

2,761

3,122

2,151

2,342

2,400

2,558

29,305

35,000

Ignition Interlock

4,344

369

337

252

368

348

428

763

751

811

846

785

873

6,931

4,700

21,003

1,662

1,729

1,599

1,994

1,851

1,684

1,903

1,886

2,010

2,004

1,913

1,906

22,141

23,000

Insurance Verification (2-07)

0

0

120

45

87

90

52

99

50

26

50

44

43

706

0

*Aircraft Registration (12-07)

0

0

0

0

0

0

952

863

443

122

108

22

15

2,525

0

*Aircraft Address Change (12-07)

0

0

0

0

0

0

91

102

59

17

18

4

4

295

0

Dismantle Request (2-08)

0

0

0

0

0

0

0

0

123

807

1,049

769

618

3,366

0

0

0

0

0

0

0

0

489

824

925

1,369

183

3,790

0

0

0

0

0

0

0

0

0

0

0

0

0

0

30,000

702,042

629,750

Motor Carrier Permits (pilot 7-03)
(phase II pilot 5-04)

(pilot 4-04)

30-day Permit (2-04)
Driver License MVR (8-06)

EZ Pay

(6-05)

(12-05)

Crush Request (2-08)
EZ Title
Average monthly number of Internet and
IVR transactions and activities
Percent increase in Avg monthly Internet &
IVR transactions
Percent of customers rating overall
satisfaction with Internet Service
Cumulative total

0
591,630

717,452 723,656 700,365 699,019 682,524 667,565 679,022 683,776 690,293 694,236 700,083 702,042

2.2%

21.3%

0.9%

-3.2%

-0.2%

-2.4%

-2.2%

1.7%

0.7%

1.0%

0.6%

0.8%

0.3%

0.3%

6.4%

98.8%

98.9%

98.9%

98.8%

99.0%

98.5%

99.1%

98.6%

99.0%

99.0%

98.8%

98.3%

98.1%

98.8%

98.9%

7,099,558

717,452

1,447,311

2,101,094

2,796,076

3,412,618

4,005,387

4,753,154

5,470,211

6,212,635

6,942,357

7,700,912

8,424,506

Government-to-consumer Transactions include:
Target
= 5.7 million/yr
311,071,671
5,700,000 5,700,000
5,700,000
5,700,000
5,700,000Driver
5,700,000
5,700,000 5,700,000 5,700,000 5,700,000 5,700,000 5,700,000
Registration
renewal, IVR renewal, Fleet
renewal, Duplicate
registration
and driver
license/ID,
license
reinstatement, Special/personalized plate 7099558
inquiry and order, Address change, 3-day restricted permit, Plate credit
inquiry, Vehicle sold notice, De-insured certificate, Voter registration, 30-day permit, Plate fee to owner refund,
Reinstatement, Title/Registration Motor Vehicle Records (MVR), vehicle fee recap, EZ Email, DL MVR, and
Insurance Verification, Plate Replacement, and Tab Replacement..

8,424,506

5,700,000

Government-to-business transactions include:
Registration fee calculation, Non-resident permit, 90-day resident registration, Temporary registration plate, Motor
carrier permit, Dealer license renewals, Abandoned vehicle reporting, 30-day permit, MVR, TR Motor Vehicle Record,
EZ Lienholder MVRs, Ignition interlock, and EZ Pay Insurance Verification, *Aircraft Registration, *Aircraft Address
Change, Dismantle Request, Crush Request, and EZ Title.
* Aircraft Registration and Address Change do not reduce wait time in MVD field offices but do provide a convenience
to customers and frees up staff time within the Aeronautics Division

ADOT/MVD Program Performance Results

Page 5 of 17

VARIANCE STATEMENT

Cumulative Internet/IVR Transactions and Activities

9,000

8,425
7,701

8,000
6,942

7,000
6,213
5,470

6,000
4,753

5,000

8,425

Number (in thousands)

4,005

4,000
3,000

3,413
2,796

7,100

JULY: ServiceArizona registration renewals reached an all time record high with
134,141 transactions. The 3-Day Permit service transactions have begun to decline
due to a change which disallows some types of VINs to use the service.
AUGUST: EZ Registration Renewals reached a new record high of 729,859
transactions (+2,857). 3-Day Permit usage continues to decline (-6,626) due to
changes made in July and August which limits vehicle eligibility. Fleet Registrations
and Dealer Licensing Renewals fluctuate due to varying renewal cycles.
SEPTEMBER: Historically, September begins the winter decline of overall
transactions. 3-Day Permit online requests have experienced a reduction due to
changes made in August which limits vehicle eligibility.
OCTOBER: There were no significant variances in October.
NOVEMBER: Transactions continue to decline as the holiday and winter seasons
approach.
DECEMBER: Aircraft registration and address changes were implemented on
December 20th. Halfway through the year this objective is on track with no
anticipated reasons not to meet its target. In fact, a new ServiceArizona service, EZ
Tab Replacement, will rollout on February 24th and increase monthly transactions.
JANUARY: February's primary elections led to an all time high of 64,551 EZ Voter
Registrations which helped boost January's overall Internet and IVR transactions and
activities to the highest level this fiscal year. The number of duplicate driver
licenses, personalized plate inquiries, vehicle fee recap (owner check of registration
fees paid), and non-resident permits were also high this month.
FEBRUARY: Three new services were implemented on ServiceArizona this month
(EZ Tab Replacement, Crush Requests and Dismantle Requests). Although cyclical
influences have resulted in highs and lows for individual activities, overall
transactions remain high and are on track to achieve the objective.
MARCH: ServiceArizona renewals reached an all time record high with 138,672
renewals for March.
APRIL: Although no record highs were reached, transactions remained fairly
consistent with March. There was a notable increase of transactions for lien holder
MVRs possibly due to the increase in vehicle trade-ins at dealerships. There was
also a noticeable decline in non-resident permits due to the decrease in winter
visitors.
MAY: ServiceArizona transactions reached an all time record high of 758,555. The
previous transaction high was set in May 2007 with 754,397 transactions. EZ
Renewal (131,591) and Plate Inquiries (263,839) also reached record highs this
month.
JUNE: ServiceArizona exceeded the objective by 867,506 transactions and
exceeded the total for FY07 by 1,324,948 transactions.

2,101

2,000

1,447
717

1,000
0
FY
2007

July

Aug

Sept

Oct

Nov

Dec

Total Internet/IVR

Jan

Feb

Mar

May

June

Target = 7.6 million

FY
2008

Top Internet/IVR Transactions and Activities
32 Other Trans
Combined
60.6%

Registration
Renewal
16.7%

Temporary
Registration Plate
8.9%

Address Change
3.6%
3-day Restricted Use
Permit
4.7%

ADOT/MVD Program Performance Results

Apr

Registration Fee
Calculation
5.5%

Page 6 of 17

Competitive Government
Partnerships
FY 2008 OBJECTIVE
Purpose:

AGENCY GOAL

To increase the quality, timeliness and cost effectiveness of our products and services.

MVD GOAL

To improve customer service.

Increase the number of third party transactions to 4.4 million.
Companies authorized to conduct transactions on behalf of MVD provide alternative means of services to customers.
TARGET
3290200 ####### ####### ####### ####### ####### ####### ####### ####### ####### ####### ####### #######

PERFORMANCE MEASURES
Total number of third party transactions
Total Primary Transactions (driver licenses,
titles and registrations)
Total Secondary Transactions (1 nonterminal, miscellaneous and Level I
inspections)
Title & Registration third party locations
Level I Vehicle Inspection third party
locations

4,450,424

3,711,128

311,359 319,375 275,038 305,312 266,248 217,260 352,918 283,993 454,731 308,841 318,934 431,189

3,845,198

FY 2008
Estimate
4,450,424

N/A

203,122 204,136 169,080 187,185 165,426 118,278 184,492 176,256 244,387 190,172 202,655 230,484

2,275,673

2,324,347

N/A

108,237 115,239 105,958 118,127 100,822

1,569,525

2,126,077

FY 2007

July

Aug

Sept

Oct

Nov

Dec

Jan

98,982

Feb

Mar

Apr

May

June

FY 2008

168,426 107,737 210,344 118,669 116,279 200,705

101

105

110

114

114

115

116

116

118

119

119

122

122

122

139

444

454

462

461

468

467

469

467

473

473

471

477

475

475

519

ADOT/MVD Program Performance Results

3.5
3.0

0.
28
4

Oct

Nov

Dec

Jan

Feb

0.
43
1

0.
35
3

Sept

0.
31
9

0.
21
7

Aug

0.
30
9

0.
26
6

FY July
2007

0.
45
5

0.
30
5

0.5

0.
27
5

1.0

0.
31
9

1.5

0.
31
1

2.0

3.845

2.5
3.711

JULY: The total number of transactions in July is higher than the typical month in FY07
due to openings of new third party locations (since the relaxing of the moratorium) that are
becoming more productive.
AUGUST: The total number of transactions in August increased for the same reason as
last month. New third party locations (opened since the relaxing of the moratorium)
continue to become more productive.
SEPTEMBER: There were fewer transactions due to decrease in customer traffic and title
transactions. Please note: a modification was made to reported numbers for July and
August. Temporary Registration Plate (TRP) counts were removed from Secondary
Transactions as they are already reported in the ServiceArizona report. Non-fee counts
related to TRPs were also removed as they are not separate transactions. The following
counts were removed: 107,388 from July and 107,322 from August.
OCTOBER: The number of transactions increased from last month (were higher in
July/August due to a large number of fleet transactions) as new third party locations
become more productive and existing ones increase customer traffic and title transactions.
Note: A modification was made to the July, August, and September secondary
transactions. Some non-terminal transactions and inspections were received after the
reports were run and had to be added manually.
NOVEMBER: The number of transactions decreased from last month due to decrease in
fleet processing.
DECEMBER: The number of transactions decreased from last month due, in part, to an
electronic transfer malfunction on 12/28/07. MVD fees from a third party's fleet were
mistakenly applied to the MVD Motor Carrier Fleet. The file had 24,525 vehicle renewals
totaling $6.9 million. Halfway through the year this objective is not on track to meet its
target of 4.4 million third party transactions due, in part, to opening fewer than expected
Title and Registration Third Party locations and the closing of two existing companies.
JANUARY: Fleet processing activities, which include both primary and secondary
transactions, increased in January. Overall transactions were up by 135,301.

Number (in millions)

311,359
1 Non-terminal transactions are manual 3,711,128
activities that
are not630,734
reported905,772
in the 1,211,084 1,477,332 1,694,592 2,047,510 2,331,503 2,786,234 3,095,075 3,414,009 3,845,198 3,845,198
Division's computer generated statistics (i.e., address change, affidavits of affixture,
Total Number of Third Party Transactions
film requests, hold out receipts, NICI calls, return letters, sold notices, and AZ IRP).
5.0
Miscellaneous transactions consist of, but are not limited to, refunds and non-fee
4.5
sessions.
4.0
VARIANCE STATEMENT

0.0

Total Third Party Trans

Mar

Apr

May June

FY
2008

Target = 4,450,424

FEBRUARY: Total transactions decreased from last month due, in part, to fewer secondary transactions
processed. Third party and secondary transactions are, however, near their fiscal year average.
MARCH: Fleet processing activities, which include both primary and secondary transactions, increased in
March. Overall transactions were up by 170,738.
APRIL: Total transactions decreased due, in part, to fewer fleet processing activities and secondary
transactions processed.
MAY: There are no significant variances to report.
JUNE: Fleet processing activities, which include both primary and secondary transactions, increased.
Overall transactions were up by 113,000. This objective did not meet its target of 4.4 million third party
transactions. The original projection of miscellaneous transactions was based on a first quarter average of
TRPs. However, TRPs were removed in September (see Sept variance statement) with the lower average
not considered in the FY08 projection. FY08 transactions still exceeded those in FY07 by 134,070
transactions.
Page 7 of 17

Division Operational Support
Services
FY 2008 OBJECTIVE

AGENCY GOAL

To increase the quality, timeliness and cost effectiveness of our products and services.

MVD GOAL

To improve customer service.

Reduce average Call Center Level II wait time to 15.2 minutes.

MVD strives to improve customer service by providing timely motor vehicle related information to the public. Level II calls require customer information that cannot be obtained by a
Level I agent.
16.2
15.2
15.2
15.2
15.2
15.2
15.2
15.2
15.2
15.2
15.2
15.2
15.2
15.2
TARGET
FY 2008
PERFORMANCE MEASURES
FY 2007
July
Aug
Sept
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
June
FY 2008
Estimate
Average Level II telephone wait time (in
17.1
18.4
16.5
15.6
17.1
14.6
13.4
16.3
14.4
19.1
18.3
17.6
21.3
16.9
15.2
minutes) 1
Level I telephone calls received
1,860,930 152,336 162,673 139,656 155,924 135,457 128,744 155,793 143,480 156,854 155,024 141,876 144,765 1,772,582
1,976,129
Level II telephone calls received
670,537
56,989 61,963 50,706 57,076 50,720 47,457 56,940 53,940 55,465 57,892 51,587 49,914
650,649
687,900
Total number of telephone calls received
2,531,467 209,325 224,636 190,362 213,000 186,177 176,201 212,733 197,420 212,319 212,916 193,463 194,679 2,423,231
2,664,000
Percent of abandoned Level II calls
9.6%
35.6%
35.6%
29.0%
29.0%
26.1%
26.0%
28.1%
27.8%
34.4%
33.8%
31.4%
34.3%
31.1%
33.4%
Percent of surveyed Level II customers
78.1%
21.8%
27.3%
31.6%
27.0%
32.9%
40.6%
28.8%
33.9%
44.4%
24.4%
32.9%
20.5%
29.6%
79.1%
satisfied with wait-time
Percent of surveyed customers that
63.8%
53.0%
57.4%
63.3%
48.1%
58.5%
52.6%
57.5%
55.4%
71.4%
63.0%
60.5%
62.8%
58.3%
54.0%
indicated completed call saved office visit
Purpose:

NOTES:
1 Wait time average is for calls received Monday through Friday. Limited staff on Saturday impacts
wait times by artificially increasing the average.

Level II - Calls requiring more detailed information and/or access to the customer’s computer record
are transferred to an MVD Level II representative located at the on-site call center at MVD
Headquarters or the Tucson Regional facility.
The formula for percent of abandoned Level II calls was modified in FY08 to compare abandoned
Level II calls to total Level II calls received.

VARIANCE STATEMENT
JULY: The decrease in customer satisfaction most likely is related to the increase in wait time.
Level II wait times increased 1.3 minutes over last month due to increased unplanned absences
and three agents assigned to special projects. We currently have five Level II vacancies.
AUGUST: Level II wait times decreased by 1.9 minutes due to more new agents on phones and
less unplanned absences. Customer surveys are not available at this time due to computer reimaging by technician and IVIZE was not reinstalled.
SEPTEMBER: A decrease in the number of calls received is due to eliminating Saturday counts
from the regular work week and a decrease in mandatory insurance related calls.
OCTOBER: Level II wait times went up 1.5 minutes due to: increased incoming calls, four
vacancies, telephone malfunctions, and four agents working on intermittent special projects.
NOVEMBER: Level II wait times are down by 2.5 minutes due in part to fewer incoming calls
over the holiday. In addition, there is a strong emphasis on referring customers to
ServiceArizona (by Level I agents) which may also be contributing to fewer Level II calls and
lower wait times.
NOTE: In December the formula for FY08 percent of abandoned Level II calls was corrected to
include only Level II calls. Previously it incorrectly included both Level I and Level II calls which
artificially lowered the values.
DECEMBER: Level II wait times are down considerably due to fewer customers calling over the
holiday. Halfway through the year this objective is on track to meet its target. However, Level II
calls traditionally increase in the spring and any decreases in staffing or increases in agents
being assigned to other duties could impact target results.
ADOT/MVD Program Performance Results

Minutes

Level 1 - Inmate workers respond to generic telephone inquiries related to driver licensing and
vehicle titling and registration procedures. They have no computer access and do not accept
personal information from callers.

Average Level II Customer Telephone Wait Time
24
22
20
18
16
14
12

21.3
17.1

19.1

18.4

FY July
2007

16.5

17.1
15.6

Aug Sept

16.3
14.6

Oct

Nov

Average Wait Time

16.9

14.4

13.4
Dec

18.3 17.6

Jan

Feb

Mar

Apr

May June

FY
2008

Target = 15.2 minutes

JANUARY: Wait time and abandonment rates increased this month as the number of Level II calls
increased while the unit had 272 hours of unplanned absences and six vacancies.
FEBRUARY: Level II wait times are down from last month due, in part, to fewer incoming calls. There
was also a strong emphasis on referring customers to on-line services (by Level I agents) which may
have contributed to fewer Level II calls and lower wait times.
MARCH: Level II wait times are up due to nine unfilled vacancies, two employees on long-term leave,
and 3.5 employees assigned by their AD to special projects and assisting Director's Office.
Additionally, 2.5 FTE's are performing other functions of the unit. Longer wait times led to an increase
in abandoned calls. The unit continues to refer customers to ServiceArizona.
APRIL: Although Level II wait times are down slightly, an increase in MVD system downtime (due to
various facility problems at the Tucson Call Center) caused customer satisfaction to decrease
significantly because calls could not be received.
MAY: Intermittent electrical, telephone, and computer system outages over a three day period at offsite call centers may have had a significant impact on the number (fewer) of incoming calls transferred
to Level II call centers.
JUNE: Level II wait times increased due to inadequate staffing levels i.e., scheduled leave and
unplanned absences, 10 unfilled vacancies, and 3.5 FTEs on assigned special projects which
contributed to the increase and abandonment rate. Although halfway through the year this objective
was on track to meet its target, the target was not achieved. Level II calls traditionally increase in
spring; decreases in staffing and increases in agents being assigned to other duties impacted target
results.
Page 8 of 17

Motor Carrier and Tax
Services
FY 2008 OBJECTIVE

AGENCY GOAL

To increase the quality, timeliness and cost effectiveness of our products and services.

MVD GOAL

To promote the efficient generation, collection, and management of revenues to meet public needs.

Complete 200 diesel vendor compliance inspections.

Vendors that sell diesel fuel are required to have a use fuel license and display an excise tax rate decal on diesel dispensers to ensure that the consumer purchases fuel at the
correct tax rate. Through vendor inspections MVD identifies license and decal violations and recovers excise tax revenue that is due to the state.
TARGET
200.00
200.00 200.00 200.00 200.00 200.00 200.00 200.00 200.00 200.00 200.00 200.00 200.00
200.00
2.00
FY 2008
PERFORMANCE MEASURES
FY 2007
July
Aug
Sept
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
June
FY 2008
Estimate
Diesel vendor compliance inspections
618
25
39
23
15
10
13
7
23
15
34
10
44
258
200
Vendors not in compliance with license
24
0
4
1
2
3
3
4
2
4
2
7
5
37
8
requirements
Vendors not in compliance with decal
218
12
6
4
7
1
5
1
4
2
5
8
7
62
65
requirements
Decal violations identified
353
33
63
14
19
1
22
4
20
20
26
37
44
303
120
Dollars recovered as result of decal
$32,501
$4,100 $2,200 $12,900 $1,700 $2,100 $1,600 $1,300 $4,200 $1,200
$700
$400
$800
$33,200
$12,000
violation assessments
Dollars recovered following completion of
$221,108
$0
$0
$43,925
$0
$0
$0
$0
$289,267
$35,000
$316,252
$0
$24,234
$0
$0
vendor audits
Total dollars recovered
$700
$400
$800
$322,467
$47,000
$348,753
$4,100 $26,434 $12,900 $1,700 $223,208 $1,600 $1,300 $48,125 $1,200
Purpose:

N/A

2

2

2

2

64
87
102
Note: A large number of inspections were completed in FY2507 to enforce
compliance
due to a legislative decal change. 200 inspections for FY 08 is more typical of the
number completed prior to FY 07.

2

2
112

VARIANCE STATEMENT
JULY: This objective has been revised for FY08. No significant changes from June.
AUGUST: Vendor compliance inspections are above the monthly average because the Tax
Evasion Unit (TEU) was required to inspect additional deactivated vendors (inspected 25 of 29).
SEPTEMBER: Dollars recovered from decal assessment is larger than usual due to a large
penalty assessment ($10,200) imposed last fiscal year and collected this month.
OCTOBER: Compliance inspections dipped slightly this month due to the only two (staff
shortage of three positions continues) officers working on in-house activities such as
investigations and preparing court cases.
NOVEMBER: Vendor compliance inspections decreased this month due to TEU efforts focused
on light class fuel violation enforcement. Vendor audit dollars recovered was large this month
due to two assessments collected by revenue audit as a result of a joint enforcement project.
DECEMBER: There are no significant variances to report. Halfway through the year this
objective appears to be on track to meet its target of 200 inspections. However, it is possible
that the number of inspections could decrease over the next few months due to the Tax Evasion
Unit Manager taking on additional responsibilities and not being available to accompany staff in
the field.
JANUARY: Vendor compliance inspections were low due to TEU efforts being focused on dyed
fuel compliance details.
ADOT/MVD Program Performance Results

3
155

2
170

2
204

2
214

2
258

Diesel Vendor Compliance Inspections
600
500
Number

* These positions perform inspections, dyed fuel tests, and surveillance details.

3
132

700

Dollars assessed in FY 2007 included a single $102,000 assessment which is atypical.
The $12,000 estimate for FY 08 is based on last year's 353 decal violation from 618
inspections. The anticipated decrease in vendor inspections will subsequently reduce
revenue from decal violations.
Legislation enacted in FY 07 sets restrictive guidelines to audit vendors; therefore, less
revenue will be derived from vendor audits.

2
125

400
300

618

Full-time Positions*

258

200
100

25

39

23

15

10

13

7

23

15

34

Oct

Nov

Dec

Jan

Feb

Mar

Apr

10

44

0
FY July
2007

Aug Sept

Compliance Inspections

May June

FY
2008

Target = 200

FEBRUARY: Inspections increased due to TEU efforts being focused on diesel vendor compliance
details rather than dyed fuel test or surveillance details.
MARCH: Inspections decreased due to TEU efforts being concentrated on dyed fuel tests.
APRIL: More Vendor compliance inspections were completed due to increased number of complaints
regarding vendor licensing and missing tax decals.
MAY: Inspections were low because the number of compliance issues found took longer to process.
JUNE: More Vendor compliance inspections were completed due to out of town travel. All vendors
were inspected in towns between Phoenix and Kayenta also between Phoenix and Window Rock. This
objective exceeded its target of 200 inspections for FY08 by 58 (29%).
Page 9 of 17

Motor Carrier and Tax
Services
FY 2008 OBJECTIVE

AGENCY GOAL

To increase the quality, timeliness and cost effectiveness of our products and services.

MVD GOAL

To promote the efficient generation, collection, and management of revenues to meet public needs.

Complete 6,000 dyed diesel fuel tests.

To address fuel tax evasion schemes, enforcement officers set up road details to test diesel powered vehicle fuel tanks for presence of dyed diesel fuel. Penalties and citations
promote compliance of fuel excise tax laws and regulations and help recover lost fuel tax revenue that is due to the state and federal government.
TARGET
2.00
6000.00 6000.00 6000.00 6000.00 6000.00 6000.00 6000.00 6000.00 6000.00 6000.00 6000.00 6000.00
6000.00
2.00
FY 2008
PERFORMANCE MEASURES
FY 2007
July
Aug
Sept
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
June
FY 2008
Estimate
Dyed diesel fuel tests completed
7,883
1,780
494
653
217
335
149
1,032
775
1,239
870
394
6
7,944
6,000
Dyed diesel fuel violations identified
65
89
11
9
7
2
6
2
7
4
6
5
4
2
89
Dollars assessed for dyed fuel citations
$3,800
$200
$400
$200
$200
$0
$0
$400
$600
$200
$800
$600
$0
$3,600
$3,800
(estimated @ $200 each)
Dollars assessed for dyed fuel penalties
$0
$67,200
$135,000
$134,600 $11,000 $4,000 $16,500 $4,400 $3,400 $365,297 $5,000 $8,500 $8,400 $2,000 $4,000
(for state)
Revenue collected as result of dyed fuel
$192,026
$81,200
$81,200
$7,700 $6,200 $7,850 $6,100 $6,575 $2,775 $136,342 $5,000 $4,900 $4,350 $3,034 $1,200
penalties (for state)
Potential revenue generated by IRS as a
result of cases referred by MVD Tax
$93,000
$0
$33,300 $3,000 $11,000
$0
$17,000
$0
$0
$18,850
$0
$14,000
$0
$97,150
$93,000
Evasion Unit
Full-time Positions*
N/A
2
2
2
2
2
2
2
3
3
2
2
2
2
Purpose:

1,780

2,274

2,927

Note: * These positions perform inspections, dyed fuel tests, and surveillance details.

3,144

3,479

3,628

4,660

ADOT/MVD Program Performance Results

6,674

7,544

7,938

7,944

Dyed Diesel Fuel Tests Completed

VARIANCE STATEMENT
9,000
8,000
7,000
6,000
4,000
3,000
2,000

7,944

5,000
7,883

Number

JULY: A large number of dyed fuel tests were completed due to MVD port of entry personnel
assisting the Tax Evasion Unit (TEU) personnel with road-side details. The estimated number
of dyed fuel tests is expected to be lower in FY08 due to a FY07 legislative mandate requiring
additional time for surveillance details to identify light class fuel violations.
AUGUST: A large number of dyed fuel cases and samples were referred to IRS resulting in a
larger than average dollar figure. Cases and fuel samples are not turned over to IRS until TEU
has closed the state's case. Last submission was April 07. However, there was a decrease in
dyed fuel test due to Tax Evasion Unit (TEU) efforts being concentrated on other enforcement
activities. The unit also has three vacant enforcement positions.
SEPTEMBER: There are no significant variances to report for the month.
OCTOBER: The unit continues to be understaffed by three positions and depends on other law
enforcement agencies (multi-task force) to assist in traffic control during details. However, the
location is not our choice and may not be ideal for identifying violations. Additionally, we have
no control over the number of details or inspections completed. Even with decreased tests this
month, the overall yearly target is on track.
NOVEMBER: There are no significant variances to report for the month.
DECEMBER: Dollars assessed for dyed fuel penalties was high due to a single assessment in
the amount of $365,000, a result of an investigation that began in June 2007. The assessment
was amended by a settlement agreement to $131,000 and has been satisfied. Halfway through
the year this objective appears to be on track to meet its target of 6,000 tests. However, it is
possible that the number of tests could decrease over the next few months due to the Tax
Evasion Unit Manager taking on additional responsibilities and not being available to
accompany staff in the field.
JANUARY: TEU continues to be understaffed and has to work in multi-task enforcement
details rather than independently. These details take place in locations where dyed fuel
violations are not likely to occur. Although overall inspections are high, the number of violation
are low. Revenue collected was high due to collection of a single large penalty assessment in
the amount of $131,000.

5,435

1,780
494

1,000

653

1,032 775 1,239 870

217

335

149

Oct

Nov

Dec

394

6

0
FY July
2007

Aug Sept

Fuel Tests Completed

Jan

Feb

Mar

Apr

May June

FY
2008

Target = 6,000

FEBRUARY: There was a decrease in dyed fuel tests due to Tax Evasion Unit (TEU) efforts being
concentrated on diesel vendor compliance detail activities.
MARCH: Dyed fuel tests objective was high this month due to Tax Evasion Unit efforts being
concentrated in this area.
APRIL: Dyed fuel inspections decreased from the previous month but were above monthly average.
MAY: Dyed fuel inspections decreased due to Tax Evasion Unit efforts being concentrated on other
enforcement activities.
JUNE: Dyed fuel inspections decreased due to Tax Evasion Unit efforts being concentrated on other
enforcement activities. This objective exceeded its target of 6,000 tests for FY08.

Page 10 of 17

Motor Carrier and Tax
Services
FY 2008 OBJECTIVE

AGENCY GOAL

To increase the quality, timeliness and cost effectiveness of our products and services.

MVD GOAL

To promote the efficient generation, collection, and management of revenues to meet public needs.

Achieve 800 hours spent on surveillance details.

Increasing time spent conducting surveillance details will identify additional fuel excise tax violations. Violations may include: misuse of dyed diesel fuel and observation of heavy
class vehicles (vehicles required to pay the higher fuel excise tax rate) obtaining fuel at a designated light class fuel dispenser.
TARGET
2.00
800.00 800.00 800.00 800.00 800.00 800.00 800.00 800.00 800.00 800.00 800.00 800.00
800.00
2.00
FY 2008
PERFORMANCE MEASURES
FY 2007
July
Aug
Sept
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
June
FY 2008
Estimate
Total hours spent on surveillance details
N/A1
24
6
76
69
118
132
90
58
36
89
67
16
781
800
Dyed diesel fuel violations as result of
2
0
0
3
0
0
0
0
0
0
0
0
0
3
2
surveillance details
Light class fuel violations
N/A1
3
5
7
10
18
21
10
4
11
7
8
7
111
36
Penalties assessed as a result of light
N/A1
N/A
N/A
N/A
7
18
21
12
4
11
3
8
7
91
36
class fuel violations
Revenue collected as a result of penalties
N/A1
$4,507 $3,009 $1,040 $6,376 $4,761 $7,223 $8,869 $14,797 $5,711 $3,005 $8,519 $7,410
$75,227
$36,000
assessed for light class fuel violations
Revenue collected due to enforcement
activities including registration compliance,
N/A1
$200
$200
$200
$0
$1,476
$400
$1,400
$800
$2,873 $8,395
$0
$8,668
$24,612
$2,400
permit sales, citations (other than dyed
fuel)
Full-time Positions*
N/A
2
2
2
2
2
2
2
3
3
2
2
2
2
Purpose:

175

293

ADOT/MVD Program Performance Results

515

573

609

698

765

781

Total Hours Spent on Surveillance Details

VARIANCE STATEMENT

900
800
700
600
Number

JULY: This is a new objective for FY08.
AUGUST: Surveillance hours low due to Tax Evasion Unit (TEU) efforts being concentrated on
other enforcement activities. The unit also has three vacant enforcement positions.
SEPTEMBER: Total hours spent on surveillance is below target due to continued short staffing
of Enforcement Officers.
OCTOBER: Total hours spent on surveillance continue to be below target due to the TEU being
short staffed by three positions. Penalties assessed as a result of light class fuel violations were
added to the measurement this month.
NOVEMBER: Hours spent on surveillance increased due to efforts focused on light class fuel
violation enforcement.
DECEMBER: Hours spent on surveillance increased due to efforts focused on light class fuel
violation enforcement. Halfway through the year this objective appears to be on track to meet its
target of 800 hours. However, it is possible that the number of surveillance hours could
decrease over the next few months due to the Tax Evasion Unit Manager taking on additional
responsibilities and not being available to accompany staff in the field.
JANUARY: No significant variances to note this month.
FEBRUARY: Surveillance hours are low due to Tax Evasion Unit (TEU) efforts being
concentrated on diesel vendor compliance detail activities.
MARCH: Surveillance hours are low due to Tax Evasion Unit efforts being concentrated on dyed
fuel road details.
APRIL: Unit efforts were focused to meet the annual objective.
MAY: No significant variances to report this month.
JUNE: No significant variances to report. This objective did not achieve its target of 800 hours
for FY08. The number of surveillance hours decreased over the last few months due to the Tax
Evasion Unit Manager taking on additional responsibilities resulting in less hours spent in the
field.

425

500
781

1 This is a new measure for FY 2008.
24
30
106
Note: * These positions perform inspections, dyed fuel tests, and surveillance details.

400
300
200
76

100
0

N/A

24

FY July
2007

69

118

132

90

Aug Sept

Oct

Nov

Dec

Jan

Hours Spent on Surveillance

89

58

36

Feb

Mar

6

Apr

67

16

May June

FY
2008

Target = 800

Page 11 of 17

Motor Vehicle Enforcement
Services
FY 2008 OBJECTIVE

AGENCY GOAL

To increase the quality, timeliness and cost effectiveness of our products and services.

MVD GOAL

To promote the efficient generation, collection, and management of revenues to meet public needs.

Increase revenue collected through active enforcement efforts to $1,640,000.

Effective registration compliance informs new residents of Arizona’s residency requirements, provides information about registration laws, and generates revenue to provide a safe
Purpose:
transportation system throughout the state.
TARGET
$1,640,000 ####### ####### ####### ####### ####### ####### ####### ####### ####### ####### ####### ####### $1,640,000
FY 2008
PERFORMANCE MEASURES
FY 2007
July
Aug
Sept
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
June
FY 2008
Estimate
Direct revenues generated from active
$1,586,605 $133,870 $163,308 $220,982 $198,778 $163,931 $167,033 $224,966 $174,363 $177,388 $178,166 $181,333 $224,613 $2,208,731 $1,640,000
enforcement efforts
New cases opened 1
22,723
2,086
3,145
2,441
2,745
2,168
2,232
2,803
2,078
2,239
2,867
2,929
3,071
30,804
23,496
Active cases pending from previous
4,880
5,740
6,504
7,911
8,732
4,586
3,915
3,492
2,574
1,811
1,349
2,265
2,093
2,093
5,046
months
Total cases open
27,603
7,826
9,649
10,352 11,477
6,754
6,147
6,295
4,652
4,050
4,216
5,194
5,164
32,897
28,542
Number of vehicles registered
8,837
1,277
1,684
1,599
1,655
1,499
1,356
1,807
1,512
1,404
1,499
1,639
1,658
18,589
9,137
N/A

25

25

14

35

32

20

21

35

16

29

31

16

299

9,202

20

29

7

5,201

1,308

1,279

1,893

1,294

1,281

1,379

1,431

1,175

16,297

9,515

18,039

1,322

1,738

1,620

6,891

2,655

3,721

2,841

2,701

1,951

3,101

2,849

34,229

18,652

ADOT/MVD Program Performance Results

2,839
880,869

1,047,902 1,272,868 1,447,231 1,624,619 1,802,785 1,984,118 2,208,731

Revenue Collected Through Active Enforcement
$2,500
$2,000

$1,000
$500

$2,209

$1,500
$1,587

297,178 on-views
518,160 716,938
Note: 1 Types of new cases opened: 1-800 calls, special133,870
details, warnings,
(observations of potential violations), in-person complaints, and website reports.
VARIANCE STATEMENT
JULY: This is a new objective for FY08.
AUGUST: There was a business change to not close cases based only on age (90 days)
resulting in the significant decrease in the number and percent of exhausted/unresolved
closures for August. Although the actual increase in cases closed due to compliance was
not great, the percent change increased significantly due to the ratio between closed due to
compliance and closed due to exhausted/unresolved.
SEPTEMBER: In the future, all cases where leads have been exhausted after 90 days will be
closed. Revenue collected during the first quarter indicates the program is on track for
meeting the year-end target.
OCTOBER: Revenue collected this month indicates the program is on track to meet the yearend target. All cases where leads have been exhausted after 90 days have been closed; that
explains the large increase in the number of cases exhausted for October.
We are now back on track closing cases after 90 days.
NOVEMBER: The reduction in revenue this month is related to the increase in vacation,
holiday and sick leave hours taken. However, the revenue collected this month indicates the
program is still on track to meet the year-end target.
DECEMBER: The revenue is slightly above last month in spite of the increase of sick leave,
holiday, and vacation time used. Halfway through the year this objective is on track to meet
its target of $1,640,000 revenue collected.
JANUARY: No specific reasons noted for increases in revenue and vehicle registrations.
FEBRUARY: Cases closed (exhausted or unable to resolve) automatically by the computer
after 90 days were high because the backlog had been building. Over the past six months
staffing issues prevented closures within 90 days.
MARCH: Data input errors were found for February and have been corrected (Number of
cases exhausted or unable to resolve was incorrectly reported as 5,400 and Total cases
closed was incorrectly reported as 6,947). The number of cases carried over from last month
is not reflective of the work completed. As a result of the temporary relocation of the Mesa
office, system issues occurred and few new cases could be created. The work completed by
the officers will be apparent in next month’s statistics.

Thousands

Number of cases exempt, unfounded
Number of cases exhausted or unable to
resolve
Total cases closed

$221 $199 $164 $167 $225 $174 $177 $178 $181 $225
$134 $163

$0
FY July
2007

Aug Sept

Oct

Nov

Revenue Collected

Dec

Jan

Feb

Mar

Apr

May June

FY
2008

Target =$1,640,000

APRIL: Revenue continues to exceed FY08 estimates. TBD (To Be Determined) due to system issues,
an accurate count of open and closed cases cannot be determined.
MAY: Officers wrote 3,081 warnings, but entry of new active cases is backlogged due to continuing
system issues. Values for Total cases open and Total cases closed for April were reported incorrectly
because of system issues and corrected this month.
JUNE: Revenue was the second highest for the fiscal year. This month 3,728 warnings were written.
June was the second highest in revenue collected because of the extra effort made by all the Admins and
Officers to input the case backlog created by the increase in warnings written. Without the admin staff it
would not have been possible for this objective to exceed its target of $1,640,000 revenue collected.
System issues reported last month have been resolved.

Page 12 of 17

Motor Vehicle Enforcement
Services
FY 2008 OBJECTIVE

AGENCY GOAL

To increase the quality, timeliness and cost effectiveness of our products and services.

MVD GOAL

To promote public safety and protection through regulation, licensing, and the administration of transportation laws.

Achieve 6.3 million commercial vehicle processing activities at Fixed Ports of Entry.

MVD is responsible for ensuring that commercial vehicles adhere to federal and state laws regarding size, weight, credentials, and safety. Complying with such laws decreases
damage to highways and potential for motor vehicle accidents. Revenues are also collected, resulting in distribution of funds to various agencies, counties, and cities.
TARGET
8500000 ####### ####### ####### ####### ####### ####### ####### ####### ####### ####### ####### ####### 6,300,000
FY 2008
PERFORMANCE MEASURES
FY 2007
July
Aug
Sept
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
June
FY 2008
Estimate
Number of vehicle processing activities
(includes credential checks, weighs, safety
7,872,603 703,508 720,434 627,017 681,932 655,290 616,298 679,552 646,049 687,447 689,484 655,946 629,839 7,992,796
6,298,082
inspections, and permit sales or some
combination thereof)
Purpose:

Total commercial vehicle traffic

7,081,808

650,250 678,272 590,249 629,189 586,718 576,553 620,434 584,647 618,000 640,542 587,708 576,339

7,338,901

5,665,446

Credential-checked vehicles

2,750,757

277,849 275,884 205,345 221,922 211,148 208,161 223,550 206,256 220,711 257,183 208,000 203,650

2,719,659

2,200,606

Vehicles weighed
Vehicles in violation of size/weight
requirements
Drivers cited for vehicle size/weight
violations
Safety inspections
Total number of safety violations (one
driver/vehicle can have multiple violations)
Drivers cited for violating safety
requirements
Vehicles/Drivers put out of service due to
safety violations
Revenue collected from permit sales

4,582,314

398,714 418,438 396,390 423,882 399,777 366,113 403,016 387,061 408,774 381,370 388,427 383,797

4,755,759

3,665,851

Full-time Positions Filled*

24,341

2,053

2,509

2,241

2,239

2,148

2,249

2,392

2,407

2,594

2,321

2,470

2,386

28,009

19,473

3,818

340

366

286

322

319

274

347

357

351

344

341

391

4,038

3,054

11,477

1,065

1,281

1,186

1,252

1,265

1,027

1,252

903

834

1,152

882

1,096

13,195

9,182

41,538

3,993

4,897

4,928

5,977

5,634

5,152

5,423

3,631

3,375

4,356

3,846

4,276

55,488

33,230

3,033

438

420

360

369

390

320

371

331

368

429

356

342

4,494

2,426

4,728

491

602

526

616

592

498

550

481

371

531

423

496

6,177

3,782

$14,746,928

$11,855,635

$14,819,544 $948,683 $940,119 1,018,644 1,264,957 1,354,621 1,082,225 1,361,996 1,328,914 1,650,898 1,285,903 1,363,918 1,146,050

N/A

N/A

N/A

180

1,423,942.00 2,050,959.00
* These positions perform credential checks, size/weigh 703,508.00
and safety
inspections, and
permit sales at both fixed ports of entry and mobile enforcement details.

ADOT/MVD Program Performance Results

178

178

178

178

179

179

181

180

177

2,732,891.00

3,388,181.00

4,004,479.00

4,684,031.00

5,330,080.00

6,017,527.00

6,707,011.00

7,362,957.00

7,992,796.00

177

Page 13 of 17

ADOT/MVD Program Performance Results

Number of Vehicle Processing Activities
9,000
8,000
7,000
7,993

6,000
5,000
4,000
3,000

7,873

Number (in thousands)

VARIANCE STATEMENT
JULY: This is a new objective for FY08.
AUGUST: The number of activities increased slightly from July, primarily in vehicles
weighed (+19,724). The increase in total traffic includes over 30,000 precleared vehicles.
SEPTEMBER: Activities decreased due primarily to staffing at the ports resulting in 680
less operational hours during September than in August.
OCTOBER: Activity at the ports increased primarily due to produce season. Also, the ports
were open 450 hours more than last month.
NOVEMBER: Traffic counts were down slightly from October due, in part, to port closures
at Thanksgiving. Ports were open 505 less hours in November than in October.
DECEMBER: Traffic counts were down primarily due to the holidays. The ports were open
98 hours less in December than November contributing to the reduction of vehicles
processed. Halfway through the year this objective is on track to meet its target of 6.3
million commercial vehicle processing activities.
JANUARY: Traffic increased back to normal levels after the holidays. Additional traffic
increases in the southern ports are due, in part, to the produce season. No other significant
variances noted this month.
FEBRUARY: Due to new outbound details at certain ports, fewer safety inspections were
conducted. These new details identify Arizona based carriers exiting the state that are not
in compliance with motor carrier laws.
MARCH: No significant variances noted this month.
APRIL: Total activity has increased from previous months, primarily because of the
increase in commercial vehicle traffic being processed through the ports.
MAY: Activity decreased slightly this month primarily due to less traffic coming into the
ports. Emphasis was placed on weighing vehicles and selling permits.
JUNE: Activities decreased, with the exception of safety inspections, which increased due
in part to participation in Operation Roadcheck, a nationwide program focusing on
commercial vehicle safety. This objective exceeded its target of 6.3 million commercial
vehicle processing activities for FY08.

2,000
1,000

704

720

627

682

655

616

680

646

687

689

656

Aug Sept

Oct

Nov

Dec

Jan

Feb

Mar

Apr

May June

630

0
FY July
2007

Processing Activities

Target = 6.3 Million

FY
2008

Page 14 of 17

Motor Vehicle Enforcement
Services
FY 2008 OBJECTIVE

AGENCY GOAL

To increase the quality, timeliness and cost effectiveness of our products and services.

MVD GOAL

To promote public safety and protection through regulation, licensing, and the administration of transportation laws.

Increase commercial vehicles processed through Mobile Enforcement Units to 16,500.

The primary purpose of Mobile Enforcement is to regulate commercial vehicle size and weight laws on intrastate highways and illegal circumvention of fixed ports of entry. The use
of mobile enforcement units helps to maximize enforcement-related mandates and increase highway safety.
TARGET
200
16500
16500
16500
16500
16500
16500
16500
16500
16500
16500
16500
16500
16500
0
FY 2008
PERFORMANCE MEASURES
FY 2007
July
Aug
Sept
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
June
FY 2008
Estimate
Number of vehicles processed (includes
credential checks, weighs, safety
1,695
2,543
1,886
1,777
2,008
1,052
3,689
6,571
6,535
4,973
4,326
4,815
16,500
15,995
41,870
inspections, and permit sales)
Total commercial vehicle traffic
11,752
769
1,414
896
648
713
408
2,354
3,514
3,885
2,538
2,448
2,656
22,243
12,692
Purpose:

Credential-checked vehicles

8,482

652

1,294

746

501

339

229

1,592

2,943

3,345

2,372

2,102

2,179

18,294

9,161

Vehicles weighed
Vehicles in violation of size/weight
requirements
Drivers cited for vehicle weight/size
violations
Safety inspections
Total number of safety violations (one
driver/vehicle can have multiple violations)
Drivers cited for violating safety
requirements
Vehicles/Drivers put out of service due to
safety violations
Full-time Positions Filled*

2,689

740

608

857

932

1,467

748

1,926

3,261

2,984

2,318

2,077

2,075

19,993

2,904

125

64

70

74

46

83

44

114

182

332

196

214

207

1,626

135

32

11

17

25

5

15

4

41

62

109

35

19

19

362

35

4,134

300

641

279

343

202

75

171

358

190

282

146

558

3,545

4,465

9,567

588

1,092

518

614

240

114

351

703

357

845

301

893

6,616

10,332

114

20

17

1

14

5

0

7

7

1

6

3

9

90

123

997

71

144

51

57

37

16

42

88

47

55

23

71

702

1,077

N/A

N/A

N/A

180

178

178

178

178

179

179

181

180

177

177

Cumulative
15,995 1,695
6,124
* These positions perform
credential checks, size/weigh
and safety4,238
inspections,
and 7,901

9,909 10,961 14,650 21,221 27,756 32,729

permit sales at both fixed ports of entry and mobile enforcement details.

ADOT/MVD Program Performance Results

Page 15 of 17

VARIANCE STATEMENT

ADOT/MVD Program Performance Results

Commercial Vehicles Processed by Mobile Enforcement
45,000
40,000
35,000
30,000
41,870

25,000
20,000
15,000
10,000
5,000

15,995

Numbers

JULY: The number of vehicles weighed increased significantly from last month as all scales
are now operable.
AUGUST: Mobile activity increased significantly from last month. In July, there were 10
details; 27 details were conducted in August. In July, 444 officer hours were spent on
mobile details; 1,032 officer hours in August.
SEPTEMBER: Mobile activity decreased in September as officers from the two mobile
teams were assigned to the fixed Ports and only 12 details with a total of 453 officer hours
were conducted.
OCTOBER: Activity decreased slightly in October as only 10 details were conducted, the
majority of which were in conjunction with a nationwide safety program. Note: Last month's
Full-time Positions Filled count was transposed and is now corrected.
NOVEMBER: Activity decreased in November with fewer details being conducted; however,
more vehicles were weighed by the Southern Scale Team.
DECEMBER: Fewer Mobile Details were conducted primarily due to staffing shortages
because of the holidays. Halfway through the year this objective is on track to meet it's
target of 16,500 commercial vehicles processed.
JANUARY: Mobile details increased as both staff and equipment became available to
participate in 21 details in the Central and Southern Regions. Northern Region did not
conduct any details due to inclement weather conditions.
FEBRUARY: Besides the typical Mobile Enforcement Details, new outbound details
(described in the Fixed Ports of Entry objective) were included as well, increasing the
number of vehicles processed.
MARCH: Although the number of vehicles processed was high, fewer safety inspections
were conducted because the majority of inspections were conducted by the Central Scale
Team, whose primary focus was weight enforcement.
APRIL: Activity levels decreased during April as fewer details were held. Weight
enforcement details were only conducted by the Central Region team.
MAY: Activity levels decreased during May; fewer details were held, with only the Central
Region participating.
JUNE: Activities increased during June, primarily due to participation in Operation
Roadcheck, a nationwide program which focuses on commercial vehicle safety. This
objective exceeded its target of 16,500 commercial vehicles processed for FY08.

6,571 6,535
3,689
1,695 2,543 1,886 1,777 2,008 1,052

4,973 4,326 4,815

0
FY July
2007

Aug Sept

Oct

Nov

Traffic Processed

Dec

Jan

Feb

Mar

Apr

Target = 16,500

May June

FY
2008

Page 16 of 17

Support Services Executive
Services Group
CY 2008 OBJECTIVE
Purpose:

AGENCY GOAL

To optimize the use of all resources.

MVD GOAL

To promote safety and security in the workplace

Maintain the Division Injury Incidence Rate at 4.00 per 100 employees.
ADOT strives to promote a safe working environment for employees throughout the agency. Safety data is reported to the agency director monthly.
TARGET
4.00
4.00
4.00
4.00
4.00
4.00
4.00
4.00
4.00
4.00
4.00
4.00
4.00

CY 2008

CY 2008
Estimate

3.167

2.036

4.00

0.000

2.375

1.527

17.00

3

2

4

16

50

0

1

0

1

3

20

0

3

0

3

PERFORMANCE MEASURES

CY 2007

Jan

Feb

Mar

Apr

May

June

Injury Incidence Rate (per 100 employees)

3.866

0.746

2.359

2.264

2.179

1.559

Lost Work Day Rate (per 100 employees)

17.303

0.000

4.717

0.000

2.179

Number of recordable injuries

61

1

3

3

Number of lost time injuries

23

0

1

0

6

Lost work days due to injury
Total Hours Worked

273
3,155,579

4.00

July

Aug

Sept

Oct

Nov

Dec

268,111 254,390 264,987 275,351 256,602 252,627

Notes:
Previously reported incidence rates may be changed due to late reported
accidents or reported accidents that are later proved to be outside of the work
environment and deducted from the count.

6.0

VARIANCE STATEMENT

0.0%

0.0%

Rate per 100 Employees

7.0

Injury Incidence Rate and Lost Workday Rates are based upon OHSA
standards and reflect the number per 100 employees on an annualized basis.

0.0%

250
3,280,000

Injury Incidence Rate
8.0

Data included in this measurement will be one month behind the reporting
month.

0.0%

12
1,572,069

CY 2003 CY 2003

5.0
4.0

3.866
3.167

3.0

2.359 2.264

2.036

2.179

2.0

1.559
0.746

1.0
0.0
CY
2007

Jan

Feb

Mar

Apr

May

June

Monthly Actual

ADOT/MVD Division Performance Results

July

Aug

Sept

Oct

Nov

Dec

CY
2008

Target = 3.80

Page 17 of 17