June 2010

Division

Performance
Results
Janice K. Brewer, Governor
John S. Halikowski, Director – Arizona Department of Transportation
Stacey K. Stanton, Director – ADOT/Motor Vehicle Division

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

Page i

Customer Service
FY 2010 OBJECTIVE
Purpose:
Target

AGENCY GOAL

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

MVD GOAL

To improve customer service.

Achieve an average customer visit time (ticket through transaction) in field offices of 35.5 minutes or less.

The Customer Service program strives to achieve a total customer visit time that is in alignment with the agency's performance objectives.
35.5 minutes
15
35.5
35.5
35.5
35.5
35.5
35.5
35.5
35.5
35.5
35.5
35.5

PERFORMANCE MEASURES
Achieve an average customer visit time
(ticket through transaction) of 35.5 minutes
or less.
Average customer wait time (ticket-tocounter) in field offices
Average transaction time at counter (in
minutes)
Customers served at counter in field offices
(in thousands)
Customers given notice to return
(transaction incomplete)
Transactions at counter (in thousands)
All other non-counter transactions (in
thousands)1
Additional services provided that impact
wait time (in thousands): selective service,
organ donor program, and voter registration
Average number of MVCSAs and MVCSRs
Percent of customers rating overall
satisfaction on Customer Service
Satisfaction Survey

35.5

35.5

15

FY 2009

July

Aug

Sept

Oct

Nov

Dec

Jan

Feb

Mar

Apr

May

June

FY 2010

FY 2010
Objective

23.1

25.3

24.4

22.4

23.0

20.5

23.4

26.5

33.8

30.1

25.3

28.1

29.7

26.0

35.5

15.3

17.6

16.8

14.8

15.4

12.9

15.9

19.1

26.4

22.6

17.7

20.6

22.3

18.5

12.5

7.8

7.7

7.6

7.6

7.6

7.6

7.5

7.4

7.4

7.5

7.6

7.5

7.4

7.5

8.5

4,203.8

355.4

345.9

341.1

346.4

302.2

307.1

312.9

321.8

389.0

354.9

318.7

359.2

4,054.6

4,100.0

81,157

6,417

8,519

7,980

8,102

6,196

8,673

8,626

7,687

8,942

8,122

7,984

8,436

95,684

80,000

5,073.7

446.0

414.5

400.7

412.7

354.3

395.8

396.2

390.8

468.5

415.1

374.9

424.1

4,893.6

5,000.0

912.2

77.0

73.6

66.8

67.9

48.4

48.2

43.4

47.8

63.5

53.1

50.9

59.6

700.2

900.0

610.4

53.1

64.0

61.5

65.5

53.1

52.3

56.4

56.7

58.0

67.3

60.6

61.7

710.2

615.0

720

679

673

668

662

654

598

584

579

572

567

559

554

612

87.0%

90.0%

Surveys were not completed
during this quarter.

85.0%

Surveys during this quarter will be
compiled and results reported in
September 2010

88.0%

83.0%

NOTES: The FY10 mandate by the Joint Legislative Budget Committee (JLBC) for Customer Wait
Time (ticket-to-counter) is 12.5 minutes and will be reported monthly.
1 driving skills test, motorcycle skills test, knowledge test, inspections, camera, kiosk assistance,
and dealer work

ADOT/MVD Division Performance Results

Page 1 of 18

VARIANCE STATEMENT

ADOT/MVD Division Performance Results

Average Customer Visit Time
40
33.8

35

30.1
30
25
Minutes

JULY: Visit/Wait times decreased this month 56/54 seconds respectively for ticket through
transaction/ticket-to-counter) due to a drop in transactions (2,300) and customers (17,100).
AUGUST: Visit time decreased .9 minutes compared to July due to decreases in customers
(9,500) and transactions (31,500). Customer notices to return increased by 2,000 due to
ownership documentation required for the Cash for Clunkers program.
SEPTEMBER: Visit time decreased 2.0 minutes from August, which is attributed to 4,800 less
customers and 13,800 fewer counter transactions. The decrease was also influenced by 6,800
fewer non-counter transactions/customers increasing staff availability for counter services.
OCTOBER: There are no significant changes this month.
NOVEMBER: Visit time decreased 2.5 minutes and is the lowest on record this fiscal year
(20.5 Minutes). This can be attributed to fewer customers (44,000), fewer transactions
(58,300), and a decrease in non-counter transactions (19,500). Due to the elimination of Level
1 inspections on out-of-state vehicles, non-counter transactions will be substantially lower each
month.
DECEMBER: November to December daily transaction and customer counts are comparable.
The 3-minute average wait time (ticket-to-counter) increase can be attributed to a reduction in
staff.
JANUARY: The 3.1 minute increase (ticket through transaction) is in line with previous trends;
historically, January has a pattern of increased wait times as compared to the month of
December. Additionally, staffing levels continue to decrease.
FEBRUARY: Customer wait time (ticket-to-counter) increased 7.3 minutes from the previous
month, increasing the overall visit time. The closure of nine MVD offices statewide and
reassigning of employees to other locations impacted all offices. Additionally, several
employees left their positions permanently.
MARCH: Despite the increase in customers and transactions in March, the daily average was
about the same as in February. The 3.7-minute decrease in wait time can be attributed to the
adjustment of staffing levels following the recent office closures.
APRIL: Visit time decreased 4.8 minutes compared to March due to fewer customers (34,100)
and transactions at counter (53,400). There were also 10,400 less non-counter transactions
allowing greater staff availability for counter services.
MAY: There were two less working days in May than in April which accounted for fewer
transactions (40,200) and customers (36,200). However, the average wait time increased by
2.9 minutes and can be attributed to computer down time and a reduction in staff.
JUNE: The increase in wait time can be attributed to a higher volume of non-counter
transactions (59,600 in June compared to 50,900 in May) resulting in more staff taken away
from customer service windows. Visit times were higher over the past six months increasing
the FY10 average compared to last year. However, the 26 minute average visit time was still
well within this year's projection.

23.1 25.3

24.4

23.4
22.4 23.0

26.5

28.1

29.7

25.3

26.0

20.5

20
15
10
5
0
FY July
2009

Aug Sept

Oct

Nov

Average Visit Time

Dec

Jan

Feb

Mar

Apr

May June

FY
2010

Target = 35.5 minutes

Page 2 of 18

Competitive Government
Partnerships
FY 2010 OBJECTIVE
Purpose:

Target

AGENCY GOAL

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

MVD GOAL

To improve customer service.

Achieve 79.8% 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.
79.8%

77.9%

79.8%

79.8%

79.8%

79.8%

79.8%

79.8%

79.8%

79.8%

79.8%

79.8%

79.8%

79.8%

79.8%

FY 2009

July

Aug

Sept

Oct

Nov

Dec

Jan

Feb

Mar

Apr

May

June

FY 2010

FY 2010
Objective

Percent of vehicle registration renewals
completed through alternate methods

78.9%

78.8%

79.3%

78.6%

78.2%

77.6%

80.6%

80.4%

80.4%

82.4%

80.6%

82.5%

82.4%

80.3%

79.8%

Total vehicle registration renewals
completed through alternate methods 1

2,868,893

2,920,296

2,964,500

Percent of vehicle registration renewals
completed by field offices

21.1%

21.2%

20.7%

21.4%

21.8%

22.4%

19.4%

19.6%

19.6%

17.6%

19.4%

17.5%

17.6%

19.7%

20.2%

765,557

69,960

62,262

64,377

64,238

55,515

59,546

53,341

50,689

65,742

56,270

54,119

62,081

718,140

750,000

3,638,436

3,714,500

PERFORMANCE MEASURES

Vehicle registration renewals completed by
field offices
Vehicle registration renewals (field office
and alternate methods)

3,634,450

260,562 238,859 235,984 230,581 192,234 247,613 218,833 208,427 307,841 233,780 255,642 289,940

330,522 301,121 300,361 294,819 247,749 307,159 272,174 259,116 373,583 290,050 309,761 352,021

Renew-by-Mail renewal percentage

18.5%

16.5%

17.3%

17.2%

18.0%

17.6%

16.6%

17.2%

17.0%

15.2%

17.8%

16.7%

15.2%

16.8%

16.9%

Internet and Interactive Voice Response
(IVR) percentage

47.8%

53.0%

52.8%

50.5%

50.9%

49.6%

47.8%

52.9%

52.0%

45.5%

52.8%

53.6%

47.5%

50.6%

49.8%

11.0%

8.0%

7.6%

9.4%

7.8%

8.8%

14.7%

8.4%

9.8%

20.4%

8.5%

11.0%

18.5%

11.4%

11.4%

1.4

1.4

1.2

1.3

1.6

1.6

1.5

1.3

1.5

1.7

1.5

1.7

2.1

1.5

1.4

392.5%

473.1%

553.5%

634.0%

716.4%

797.0%

879.5%

961.9%

Third Party renewal percentage
Average turnaround time for vehicle
registration Renew-by-Mail (days) 2

78.8%
158.2%
236.7%
314.9%
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.

Renewals Completed Through Alternate Methods
84%

ADOT/MVD Division Performance Results

82%
80%
Percent

JULY: There are no significant changes this month.
AUGUST: The percent of alternate renewals increased due to fewer renewals completed in field
offices.
SEPTEMBER: The percent of alternate renewals decreased this month as renewals processed
through field offices went up.
OCTOBER: There are no significant changes this month.
NOVEMBER: The lower number of alternate renewals reflects the ongoing slow economy.
DECEMBER: The 22,887 U-Haul renewals almost doubled the Third Party percentage
increasing total alternate renewals by 1.63 percent.
JANUARY: There are no significant changes this month.
FEBRUARY: Methods of alternate renewals remain consistent in all areas.
MARCH: The significant increase in alternate renewals is primarily due to a large number of
motor carrier renewals in Third Party offices.
APRIL: There is nothing significant to report this month.
MAY: A large number of Avis renewals influenced the overall percentage of renewals completed
through alternate methods.
JUNE: There are no significant changes to report from last month. The final percentage of
alternate renewals exceeded this year's objective and last year's total. Over the past six months
fewer customers visited field offices to renew their registrations, opting to utilize other renewal
options.

82.5% 82.4%

82.4%

VARIANCE STATEMENT

80.6% 80.4%80.4%
78.9%

79.3%
78.8%
78.6%

78%

80.6%

80.3%

78.2% 77.6%

76%
74%
72%
70%
FY July
2009

Aug Sept

Oct

Nov

Dec

Jan

Percent of Alternate Renewals

Feb

Mar

Apr

May June

FY
2010

Target = 79.8%

Page 3 of 18

Competitive Government
Partnerships
Purpose:

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 7.9 million (average 660,498 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.
5,700,000

Target = 7 9 million
PERFORMANCE MEASURES
Total Internet and IVR transactions and
activities
Government-to-consumer Internet and IVR
transactions and activities
Government-to-business Internet
transactions and activities
Average monthly number of Internet and
IVR transactions and activities
Percent increase in average monthly
Internet & IVR transactions
Percent of customers rating overall
satisfaction with Internet Service
New services implemented
Cumulative total

##### ##### ##### ##### ##### ##### ##### ##### ##### ##### ##### ##### 7,925,970

FY 2009

July

Aug

Sept

Oct

Nov

Dec

Jan

Feb

Mar

Apr

May

June

FY 2010

FY 2010
Objective

7,953,289

670,694

694,253

630,168

604,675

532,880

562,269

630,711

668,332

751,591

693,767

687,121

684,362

7,810,823

7,925,970

6,775,987

572,165

582,931

539,011

515,053

450,458

471,920

541,360

569,997

639,522

590,517

582,831

581,134

6,636,899

6,682,320

1,177,302

98,529

111,322

91,157

89,622

82,422

90,349

89,351

98,335

112,069

103,250

104,290

103,228

1,173,924

1,243,650

662,774

670,694

682,474

665,038

649,948

626,534

615,823

617,950

624,248

638,397

643,934

647,860

650,902

650,902

660,498

-0.1%

1.2%

1.8%

-2.6%

-2.3%

-3.6%

-1.7%

0.3%

1.0%

2.3%

0.9%

0.6%

0.5%

0.5%

-0.3%

98.6%

99.0%

98.9%

99.0%

98.9%

99.0%

98.6%

98.9%

98.9%

98.9%

99.0%

99.0%

99.0%

98.9%

98.9%

0

0

0

0

3

0

1

5

0

0

1

0

0

10

7,953,289

670,694

694,253

630,168

604,675

532,880

562,269

630,711

668,332

751,591

693,767

687,121

684,362

7,810,823

660,498

660,498

660,498

660,498

660,498

660,498

660,498

660,498

660,498

5,700,000

Government-to-consumer
Transactions include:
7.9
million (average 660,498/month).
660,498 660,498 660,498
Registration Renewal, IVR Renewal, Fleet Renewal, Duplicate Registration and
Driver License/ID, Driver License Reinstatement, Special/Personalized Plate Inquiry
and order, Address Change, 3-day Restricted Permit, Plate Credit Inquiry, Vehicle
Sold Notice, De-Insured Certificate, Voter Registration, 30-Day Permit, Plate
Refund, Reinstatement, Title/Registration Motor Vehicle Records (MVR), Vehicle
Fee Recap, EZ Email, DL MVR, Insurance Verification, Plate Replacement, Tab
Replacement, ServiceArizona Machine (SAM) pilot, and Off highway Vehicle
Registration and Decals (initial issue, renewal, replacement).
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, EZ Pay, Insurance Verification, Aircraft
Registration, Aircraft Address Change, Dismantle Request, Crush Request, Dealer
Plate Certificate, EZ Title, Duplicate Title, Repo Title, DUI screening, DUI
Treatment, DUI Evaluation, DPS Vehicle Escorts, and Border Permits.

ADOT/MVD Division Performance Results

Cumulative Internet/IVR Transactions and Activities

10.0
9.0
8.0

8.0

7.8

7.0
Millions

FY 2010 OBJECTIVE

AGENCY GOAL

6.0
5.0
4.0
3.0
2.0
1.0

0.7

0.7

0.6

0.6

0.5

0.6

0.6

0.7

0.8

0.7

0.7

0.7

July

Aug

Sept

Oct

Nov

Dec

Jan

Feb

Mar

Apr

May

June

0.0
FY
2009

Total Internet/IVR

Target = 7.9 million

FY
2010

Page 4 of 18

VARIANCE STATEMENT
JULY: There are no significant changes this month.
AUGUST: Transactions associated with car sales/Cash for Clunkers program were
up, increasing the number of Internet transactions.
SEPTEMBER: There was a significant decline in transactions associated with car
sales due to the end of the Cash for Clunkers program.
OCTOBER: Lower transaction numbers continue to reflect the slow economy and
impact on the automobile industry. Three new Special Plates added; University of
Phoenix, Wildlife Conservation, and Choose Life had previously been only available
through the sponsoring organizations.
NOVEMBER: Lower transaction numbers continue to reflect the slow economy and
the impact on the automobile industry.
DECEMBER: Transactions, as a whole, increased this month primarily due to a
higher number of renewals processed. A new service was added this month. DPS
can now bill motor carriers for vehicle escorts.
JANUARY: New services implemented on January 31 include the Arizona Cardinals
specialty plate, the redesigned Wildlife Conservation and Fallen Officer specialty
plates, and the single trip Border Permit. Abandoned Vehicle Reporting is now
required for towing companies in accordance with SB 1169.
FEBRUARY: February had the highest number of transactions over the past six
months. Special plate orders increased as did personalized plate transactions and
inquiries due to the roll out of the new AZ Cardinals and updated Wildlife license
plates. Abandoned vehicle reporting dramatically increased since the new electronic
reporting mandate went into effect. Vehicle recap fee transactions increased as they
typically do during tax season.
MARCH: March had the highest number of transactions this fiscal year. It is typically
a high month for registration renewals. Other record high counts for the year incude:
Abandoned Vehicle reporting continues to increase as companies come into
compliance with the mandated process, Voter Registration in advance of upcoming
elections, and Vehicle Fee Recap displayed on ServiceArizona to assist in obtaining
tax information.
APRIL: There was no significant change to the total number of transactions.
The new ServiceArizona Machine (SAM) pilot was deployed in the West Phoenix and
Tucson Regional Customer Service Offices. The two machines offer only the vehicle
registration renewal transaction while accepting payment by credit card and e-check
(cash payment pending final approval). They have potential to offer additional
transactions and be placed in other offices.
MAY: There was no significant change in the total number of transactions.
As an enhanced service, the Single Trip Overweight Border Permit pilot at the
Nogales port of entry began this month as an addition to the border permit service
implemented in Jan.; this permit generates revenue and is for vehicles up to 90,800
pounds carrying sealed loads of fresh fruit and vegetables.
JUNE: The overall year-end total was lower than last year due primarily to fewer
voter registration transactions. The FY10 objective was not met as a result of
economic conditions that continue to impact the automobile industry. However, ten
new Internet services were added and customers continue to be highly satisfied with
the services they receive on ServiceArizona.

ADOT/MVD Division Performance Results

Top Internet/IVR Transactions and Activities
Other Trans
Combined
59.6%

Address Change
4.4%
3-day Restricted Use
Permit
4.7%

Registration Fee
Calculation
4.4%

Temporary
Registration Plate
6.0%

Registration
Renewal
21.6%

Page 5 of 18

Competitive Government
Partnerships
FY 2010 OBJECTIVE
Purpose:
Target = 3 6 million

AGENCY GOAL

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

MVD GOAL

To improve customer service.

To maintain the number of third party primary and secondary transactions at 3.6 million.
Companies authorized to conduct transactions on behalf of MVD provide alternative means of services to customers.
3290200 ####### ####### ####### ####### ####### ####### ####### ####### ####### ####### ####### #######
TARGET

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)

3,562,427

3,545,272

267,719 253,644 292,615 275,162 235,137 341,205 249,691 308,472 507,419 295,740 279,904 430,316

3,737,024

FY 2010
Objective
3,562,427

2,083,035

167,991 162,135 171,548 167,429 146,158 180,971 162,391 189,384 255,537 189,895 184,656 221,425

2,199,520

2,093,448

1,462,237

99,728

1,537,504

1,468,979

148

151

309

490

FY 2009

July

Aug

91,509

Sept

Oct

121,067 107,733

Nov

88,979

Dec

160,234

Jan

87,300

Feb

Mar

Apr

119,088 251,882 105,845

May

95,248

June

208,891

FY 2010

Title & Registration third party locations
136
139
141
143
146
146
146
146
145
147
147
147
148
Level I Vehicle Inspection third party
482
482
482
483
488
479
458
445
421
404
376
358
309
locations
1 Non-terminal transactions are manual activities that are not
reported
in the Division's
267,719
521,363
813,978 computer
####### ####### ####### ####### ####### ####### ####### ####### #######
generated statistics (i.e., address change, affidavits of affixture, film requests, hold out receipts, NICI
calls, return letters, sold notices, and AZ IRP).

Total Number of Third Party Transactions
4.0

Miscellaneous transactions consist of, but are not limited to, refunds and non-fee sessions.

3.5

VARIANCE STATEMENT

ADOT/MVD Division Performance Results

3.0
Millions

JULY: Total transactions (primary and secondary) decreased from last month due to less
customer traffic and fewer motor carrier activities processed.
AUGUST: There are no significant changes this month.
SEPTEMBER: Total transactions increased from last month due, in part, to a greater number
of motor carrier activities processed, which include both primary and secondary transactions.
OCTOBER: Total transactions (primary and secondary) decreased from last month due to less
customer traffic and fewer motor carrier activities processed.
NOVEMBER: Total transactions (primary and secondary) decreased from last month due to
less customer traffic and fewer motor carrier activities processed. NOTE: Level 1 inspections
are now eliminated on out-of-state vehicles with proof of title and/or registration from another
state.
DECEMBER: Total transactions increased primarily due to a large number of motor carrier
activities processed. Level 1 inspection locations decreased as a result of the recent policy
change. Dealerships of brand new inventory no longer need to have vehicles inspected at
previous levels and are surrendering their authorizations. Total Third Party transactions will
slightly decrease as inspections cease.
JANUARY: Total transactions (primary and secondary) decreased from last month due to
fewer motor carrier activities processed.
FEBRUARY: Total transactions (both primary and secondary) spiked due to an increase in
customer traffic unrelated to motor carrier activities.
MARCH: Total transactions increased significantly as a result of a large motor carrier renewal
process and 20,000 additional transactions completed in various Third Party locations. March
typically experiences higher activity levels.
APRIL: Total transactions decreased from last month due to fewer motor carrier activities
processed. There are no other significant changes to report this month.
MAY: There are no significant changes to mention this month. As previously noted, Level 1
inspections were eliminated on out-of-state vehicles with proof of title and/or registration from
another state resulting in a steady decline of inspection locations.

3.7

3.5

2.5
2.0
1.5
1.0
0.5

0.3
0.3

0.3

0.3

0.3

0.2

FY July
2009

Aug

Sept

Oct

Nov

0.4

0.3

0.5

0.3

0.3

Feb

Mar

Apr

May June

0.2

0.0
Dec

Total Third Party Trans

Jan

FY
2010

Target = 3.6 million

JUNE: Total transactions increased primarily due to a large number of motor carrier activities
processed. The total number for the year exceeded last year's total and FY10's objective.

Page 6 of 18

Competitive Government
Partnerships

AGENCY GOAL

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

MVD GOAL

To increase the use of electronic service delivery.

FY 2010 OBJECTIVE Increase the number of electronic commercial Motor Vehicle Records (MVR) transactions comparable to MVD business by 3% (3,637,643).
Purpose:
Target

The ability to request records electronically (rather than manually) provides convenience to customers, frees up staff time and resources, and alleviates customer traffic in MVD field
offices and records unit.
3.6 (million)
2,270,000 ####### ####### ####### ####### ####### ####### ####### ####### ####### ####### ####### ####### 3,637,643

PERFORMANCE MEASURES

FY 2009

July

Aug

Sept

Oct

Nov

Dec

Jan

Feb

Mar

Apr

May

June

MVR transactions comparable to MVD
business 1

3,531,692

Bulk MVR transactions not comparable to
MVD business 2

12,429,309 1,089,346 1,018,642 1,016,064 1,055,906 1,048,097

Total electronic MVR transactions

15,961,001 1,379,115 1,307,335 1,288,689 1,325,502 1,289,585 1,113,233 1,250,886 1,273,634 1,258,557 1,417,831 1,306,288 1,293,259

Commercial companies requesting MVRs
Revenue collected for all MVRs

109

289,769 288,693 272,625 269,596 241,488 248,148 280,236 281,427 299,862 272,135 254,330 298,146

110

110

109

114

115

865,085

117

970,650

116

992,207

116

958,695

114

1,145,696

113

1,051,958

116

995,113

FY 2010

FY 2010
Objective

3,296,455

3,637,643

12,207,459

12,802,188

15,503,914

16,439,831

114

119

114

$10,705,443 $902,547 $896,524 $857,947 $856,605 $762,497 $778,383 $874,341 $886,667 $939,510 $866,903 $807,654 $935,215 $10,364,793

1 Transactions comparable to MVD business are the same types
of transactions
are completed
289,769
578,462 that
851,087
1,120,683 1,362,171 1,610,319 1,890,555 2,171,982 2,471,844 2,743,979 2,998,309 3,296,455
by customer service representatives in MVD field offices and the records unit.
2 Bulk records not comparable to MVD business are vehicle records requested by companies for the
purpose of sending manufacturer recall notices to vehicle owners. These companies request an
updated motor vehicle record anytime there is a change in ownership, address, etc.

Electronic Commercial MVR Transactions
Comparable to MVD
4.0
3.5

JULY: There are no significant changes this month.
AUGUST: There are no significant changes this month.
SEPTEMBER: The slight decrease in bulk and comparable MVR transactions this month may
possibly be due to fewer employment verification checks.
OCTOBER: There are no significant changes this month.
NOVEMBER: EDS added one new customer this month. The decrease in the number of
comparable transactions may be due to the continuing decline in pre-employment verifications
during the declining economy.
DECEMBER: There was a decrease in the number of bulk record requests due to fewer
changes to vehicle records (i.e., ownership, address, renewals, etc.). Corrections were made
to the total number of electronic MVR transactions for all months.
JANUARY: The considerable increase in MVR transactions comparable to MVD business
indicates a possible increase in pre-employment background checks and annual employee
driving record checks requested by employers.
FEBRUARY: The number of transactions comparable to MVD business this month was
consistent with last month's total.
MARCH: There was a slight increase of 18,000 records this month, a majority of them from
driver records requested by ChoicePoint. Historically, March produces a high number of MVR
requests.
APRIL: The decrease this month was primarily a result of ChoicePoint requesting 17,000
fewer driver records.
MAY: Historically, there is a decrease in the number of records requested during the month of
May. However, there was a significant increase in the portal fee beginning May 1 which may
have resulted in fewer requests made as well.

3.0

ADOT/MVD Division Performance Results

Millions

VARIANCE STATEMENT

3.5

3.3

2.5
2.0
1.5
1.0
0.5

0.3

0.3

0.3

0.3

0.2

0.2

0.3

0.3

0.3

0.3

0.3

FY July
2009

Aug

Sept

Oct

Nov

Dec

Jan

Feb

Mar

Apr

May June

0.3

0.0

Commercial MVR Trans

Target = 3.6 (million)

FY
2010

JUNE: The considerable increase in MVR transactions comparable to MVD business indicates a
possible increase in pre-employment background checks and annual employee driving record
checks requested by employers and insurance support organizations. The objectives for FY10
were not met and record requests and revenue fell short compared to FY09. The number of new
customers did in fact increase from last year but did not meet the projection.

Page 7 of 18

Competitive Government
Partnerships
FY 2010 OBJECTIVE

AGENCY GOAL

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

MVD GOAL

To increase the use of electronic service delivery.

Increase the number of electronic government Motor Vehicle Record (MVR) transactions through MVRRS by 10% (1,134,606).

The ability to request records electronically through the Motor Vehicle Records Request System (MVRRS) provides convenience to customers, frees up staff time and resources,
and alleviates customer traffic in MVD field offices.
####### ####### ####### ####### ####### ####### ####### ####### ####### ####### ####### ####### 1,134,606
Target = 1 134 606
FY 2010
PERFORMANCE MEASURES
FY 2009
July
Aug
Sept
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
June
FY 2010
Objective
MVRs requested
1,031,606 141,633 161,623 158,927 158,130 121,402 186,570 128,409 192,800 164,871 166,897 147,964 230,139 1,959,365
1,134,606
Government agencies requesting MVRs
144
145
146
148
148
148
150
150
151
151
153
151
153
153
158
electronically
Purpose:

Photos requested through DPS 1
417,684
48,472 45,336 43,885 45,342 43,577 47,950 49,741 46,383 55,967 53,470 52,391 57,081
1 Non-contributing (non-portal extraction) counts for the Arizona
Criminal
Justice Information
System 121,402 186,570 128,409 192,800 164,871 166,897 147,964 230,139
141,633
161,623
158,927 158,130
(ACJIS)

ADOT/MVD Division Performance Results

522,330

Motor Vehicle Record (MVR) transactions through MVRRS

VARIANCE STATEMENT

2.5
1.96

2.0
Millions

JULY: Photos requested by DPS hit a new record this month.
AUGUST: MVR requests increased this month as ADOA completed the testing phase of dummy
requests and submitted its first "real" batch request of 43,000 MVRs.
SEPTEMBER: EDS added two agencies to MVRRS this month. There were no significant
changes in the number of MVR requests.
OCTOBER: There are no significant changes this month.
NOVEMBER: There was a decrease in the number of photo radar requests this month. ADOA
requested 50% fewer MVRs this month compared to the past several months.
DECEMBER: There was a considerable increase in the number of driver records requested by
government agencies this month due to more state agencies requesting records through ADOA
Risk Management to verify state employee driving records.
JANUARY: The decrease in records this month is due to 67,000 fewer records being requested
by both DPS and ADOA. Photos requested by DPS hit a new record this month.
FEBRUARY: There was an increase in the number of driver records requested by ADOA due to
corruption to the data on their side. ADOA submits a request for data twice a month of about
50,000 records. However, due to their issues with uploading the data in both December and
February many records were requested more than once.
MARCH: Photos requested by DPS hit a record high this month. The number of MVRs
requested was typical of most months this year.
APRIL: EDS added two government entities this month. The number of record requests was
consistent with last month's total.
MAY: The decrease in the number of records requested was due to significantly fewer photo
radar requests made by the Chandler Police Department and the Arizona Administrative Offices
of the Courts. There was also a decrease in the number of employee checks conducted by the
Maricopa County Safety Office.
JUNE: A large number of records were requested by ADOA Risk Management this month and
DPS photos hit a record high. The total number of MVRs requested this year exceeded the
year's objective and FY09's total.

589,595

1.5
1.03
1.0
0.5
0.14 0.16 0.16 0.16 0.12 0.19

0.13 0.19

0.16 0.17 0.15

Jan

Mar

0.23

0.0
FY July
2009

Aug

Sept

Oct

Nov

Dec

MVRs Requested

Feb

Apr

May June

FY
2010

Target = 1,134,606

Page 8 of 18

Division Operational Support
Services
FY 2010 OBJECTIVE
Purpose:

Target

AGENCY GOAL

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

MVD GOAL

To improve customer service.

Achieve an average Call Center Level II wait time of 23.4 minutes.
MVD strives to improve customer service by providing timely motor vehicle related information to the public. Level II calls, handled by MVD representatives, require customer

be obtained by a Level I agent (an inmate worker that responds to generic telephone calls only).
23.4 information
minutes that cannot 16.2
23.4
23.4
23.4
23.4
23.4
23.4
23.4
23.4
23.4

PERFORMANCE MEASURES
Average Level II telephone wait time (in
minutes)

23.4

Aug

Sept

Oct

Nov

Dec

Jan

Feb

Mar

Apr

May

June

FY 2010

FY 2010
Objective

23.4

22.5

22.5

22.2

20.2

17.0

20.0

25.5

26.1

27.1

26.3

30.1

28.3

24.0

23.4

1,575,114

1,636,115

1,636,115
567,862

Percent of surveyed Level II customers
satisfied with wait-time
Percent of surveyed customers that
indicated completed call saved office visit

23.4

July

Level II telephone calls received
Percent of abandoned Level II calls

23.4

FY 2009

Level I telephone calls received
Total number of telephone calls received

23.4

2,203,977

141,972 142,997 133,196 132,723 112,848 120,144 121,787 126,494 147,393 131,361 126,571 137,628
45,761

45,086

50,848

47,899

40,671

41,939

39,730

40,487

45,445

41,850

38,490

41,814

187,733 188,083 184,044 180,622 153,519 162,083 161,517 166,981 192,838 173,211 165,061 179,442

520,020

567,862

2,095,134

2,203,977

36.1%

30.0%

31.2%

35.6%

31.5%

26.8%

27.7%

31.5%

30.5%

28.6%

26.3%

34.1%

32.4%

30.8%

36.0%

23.7%

21.3%

34.7%

25.3%

33.6%

37.7%

38.7%

31.9%

21.4%

N/A

33.3%

48.7%

N/A

21.3%

24.0%

50.9%

65.8%

64.9%

63.9%

62.4%

38.7%

52.6%

52.4%

60.0%

N/A

88.9%

34.8%

N/A

65.8%

51.0%

VARIANCE STATEMENT

ADOT/MVD Division Performance Results

Average Level II Customer Telephone Wait Time
30

28.3

28
26
Minutes

JULY: Level II wait times were up this month due to a surge of inquiries on the Federal Cash for
Clunkers program, non-receipt of renewal registrations, and DUI Interlock calibration
discrepancies with installers.
AUGUST: There are no significant changes this month.
SEPTEMBER: Level II calls increased significantly due to telephone and computer system
outages in which Level I calls were bypassed.
OCTOBER: Wait times decreased as both Level I and Level II calls decreased. The 33.6%
abandonment rate reflects the Call Center's 13 vacant positions. 849 requests were answered
through the ENVOY email correspondence program indicating potential for alternatives to direct
telephone calls.
NOVEMBER: The overall decrease in incoming calls (7,273) led to the significant 3.2% decrease
in Level II wait time. This is due to the combination of (1) two state holidays, (2) the state's
economy, and (3) more customers utilizing ENVOY, the alternative on-line e-mail option for
inquiries.
DECEMBER: Wait times increased due to a reduction in staff in November and December.
JANUARY: Level II wait times increased by 5.5 minutes due to inadequate staffing levels and
several other employees in training or out on sick leave.
FEBRUARY: Level II wait times continue to increase due to inadequate staffing levels to meet
customer service demands. Unplanned leave and a resignation also had an impact.
Additionally, on the 19th there were intermittent dropped calls throughout the day due to
telephone system issues.
MARCH: Level II wait times increased by one minute. Two employees resigned this month and
there were two days where the system experienced intermittent dropped calls. There is currently
a 35% vacancy rate in the call center. Survey results for March are unavailable due to a system
conversion currently in process.

24
22

25.5 26.1

27.1

26.3

23.4

24.0
22.5 22.5 22.2
20.0

20.2

20
18

17.0

16
14
FY July
2009

Aug Sept

Oct

Nov

Average Wait Time

Dec

Jan

Feb

Mar

Apr

May June

FY
2010

Target = 23.4 minutes

APRIL: Level II wait times decreased by less than one minute. There were 16,032 fewer
incoming calls due to intermittent dropped calls resulting from phone system problems on two
different days. Virtual Office staff were also impacted.
MAY: Level II wait times increased by 3.8 minutes. The continuous high vacancy rate, a two-day
closure of one of the Level I call centers, equipment downtime for Virtual Office workers and
mandatory training for employees all contributed to the high wait time.
JUNE: Level II wait time decreased by 1.8 minutes but is high compared to most other months
this year. A 35% employee vacancy rate at call centers, mandated employee training,
supervisors on leave, system downtime and inmate staffing fluctuations continue to impact the
overall wait time each month. The 24.0 minute average wait time for FY10 was very close to the
23.4 minute projection.

Page 9 of 18

Division Operational Support
Services
FY 2010 OBJECTIVE

AGENCY GOAL

Use innovative and creative techniques to optimize the use of all resources.

MVD GOAL

To increase the use of electronic service delivery.

Increase the number of participants completing blended courses to 750.

Blended courses provide alternatives to the Training Unit’s location-based classrooms. Blended courses consist of all training modalities, including but not limited to video or
telephone conferencing, web-based training, video, audio, programmed learning, and problem-based learning.
750
40
750
750
750
750
750
750
750
750
750
750
750
750
750
FY 2010
PERFORMANCE MEASURES
FY 2009
July
Aug
Sept
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
June
FY 2010
Objective
Total of all participants completing blended
299
0
37
67
53
112
20
17
11
9
0
27
36
389
750
courses
MVD participants completing blended
76
0
0
0
11
54
20
8
2
0
0
0
0
95
550
courses
Third Party participants completing blended
268
0
37
67
42
58
0
9
9
9
33
27
36
327
200
courses
Blended courses/modules added
6
0
0
0
0
0
0
0
0
0
1
2
1
4
40
Purpose:
Target

NOTE: Blended courses include: online modules for MVD and third parties, web-based classes, video
based classes, and programmed learning in all areas of driver licensing and titles and registration.

ADOT/MVD Division Performance Results

120

389

112

100
80
Number

JULY: No blended courses were taken. Staff worked on revising content and improving delivery
options for both blended and regular classes and developing patterns for building new classes.
AUGUST: Although no MVD training classes were held this month, there was one online Third
Party test-out day.
SEPTEMBER: Again this month, there were no formal MVD training classes, but the MVD
training academy conducted test-outs for third party participants that had completed their
required online assignments and exercises.
OCTOBER: Third Party test-outs continued this month. MVD also began conducting state-wide
classes in Ignition Interlock procedures and calculating Vehicle License Taxes. On-line learning
allowed the 11 participants to be taught in real time even though they were working in Lake
Havasu, Bullhead City, and Kingman and their instructor was in Prescott.
NOVEMBER: The number of MVD participants increased this month as ten online classes for the
updated process of calculating Vehicle License Taxes were provided.
DECEMBER: No Third Party test-out sessions were scheduled in December reducing the total
number of participants.
JANUARY: Data was not available this month and will be updated in February.
FEBRUARY: MVD staff took VLT and Ignition Interlock courses in January and February. There
are still some Third Party participants completing test-outs.
MARCH: There were nine test-outs by Third Party participants. There were no courses
completed this month by MVD participants.
APRIL: Third Party participants completed several courses (taught by two full-time MVD trainers)
during the month; Abandoned Vehicle, Inspections, Title & Registration and a newly developed
course, Perm Fleet, added specifically for Third Party employees.
MAY: Two new courses were developed; Fleet and Flu for Third Party participants and Ignition
Interlock for MVD staff.
JUNE: The Level I Inspections/Basic Abandoned Vehicle course was added this month. The
final number of participants and new courses developed did not meet the year's objective due to
a severe reduction in training staff. The training program is strengthening as trainers develop
new classroom and online courses that will continue into FY11.

Participants Completing Blended Courses

299

VARIANCE STATEMENT

67
53

60
37

40

36
27
20

20

17

11

9

0

0

0
FY July
2009

Aug Sept

Oct

Nov

Dec

Jan

Feb

Mar

Apr

May June

FY
2010

Total Participants

Page 10 of 18

Motor Carrier and Tax
Services

Target

Optimize 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 the number of hours spent participating in enforcement activities that serve to identify fuel tax fraud to 3,100.

FY 2010 OBJECTIVE

Purpose:

AGENCY GOAL

The Tax Evasion Unit conducts details to identify fuel tax evasion schemes and violations including: misuse of dyed diesel fuel and heavy class vehicles (required to pay the higher
fuel excise tax rate) obtaining fuel at a designated light class fuel dispenser. Issuance of penalties and citations promote compliance of fuel excise tax laws and regulations. The
unit also performs inspections of vendors that sell diesel fuel to ensure they have a use fuel license and display the excise tax rate decal on diesel dispensers. As a result of these
efforts, excise tax revenue is collected and distributed to state and federal governments.
3100
2.00
3100.00 3100.00 3100.00 3100.00 3100.00 3100.00 3100.00 3100.00 3100.00 3100.00 3100.00 3100.00
3100.00
FY 2009

July

Aug

Sept

Oct

Nov

Dec

Jan

Feb

Mar

Apr

May

June

FY 2010

FY 2010
Objective

3,108

186

321

271

307

193

250

225

326

835

769

553

692

4,928

3,100

439

14

9

19

42

34

18

23

230

82

113

47

46

677

440

Officer hours available

3,529

200

330

290

349

227

268

248

526

907

882

600

738

5,565

3,500

Dyed diesel fuel tests

3,701

0

166

0

1,383

0

0

0

1,273

1,063

1,135

1,126

287

6,433

4,000

Dyed diesel fuel violations

19

0

2

0

0

0

0

0

4

13

15

3

0

37

20

Vendor compliance inspections

182

8

16

11

5

6

21

32

43

30

8

1

5

186

180

Vendor decal violations

242

15

22

17

16

16

35

32

17

41

0

0

16

227

240

Vendors with decal violations

69

3

6

7

5

3

11

10

6

12

0

0

2

65

70

Vendors not in compliance with licensure
requirements

41

2

2

2

4

3

8

2

2

2

0

0

2

29

40

Light class fuel violations

55

6

8

7

2

2

2

4

5

2

11

2

3

54

55

Number of penalty assessments (light
class, decal, dyed fuel, and misc.violations)

187

10

16

5

10

4

8

18

13

13

31

5

13

146

185

$2,640,405

$11,141

$11,587

$303,047

$620,194

$7,552

$460,905

$5,803

$5,704

$6,912

$6,974

$35,844

$9,556

$1,520,086

1,650,000

2

2

2

2

2

2

2

2

4

5

5

4

4

4

2

PERFORMANCE MEASURES
Hours spent in enforcement activities
Hours spent on other activities not directly
related to direct enforcement duties

Revenue collected (in dollars)
Full-time positions available/filled

ADOT/MVD Division Performance Results

Page 11 of 18

VARIANCE STATEMENT

ADOT/MVD Division Performance Results

Hours Spent On Activities

3,108
900

4,928
835

800

769
692

700
Number

JULY: There was no dyed fuel testing this month due to reduced hours and a concentration on
vendor inspections and light class fuel violations. No revenue was collected involving joint
projects; however, penalty assessments are pending.
AUGUST: More enforcement hours were available, increasing dyed fuel tests and inspections.
SEPTEMBER: Due to fewer available field enforcement hours, there were no road details;
therefore, no dyed fuel tests were conducted.
OCTOBER: Dyed fuel tests increased this month due to a three-day road detail that was
conducted with the assistance of 10 non-TEU officers. Although no dyed fuel violations were
identified, this was a secondary objective; the detail's primary objective was to identify untaxed
fuel being imported into Arizona.
NOVEMBER: Due to two state holidays and leave time taken, Officer hours and subsequent
hours spent on enforcement activities decreased this month.
DECEMBER: A payment resulting from an audit assessment significantly increased revenue
collected this month. There was a strong focus on vendor inspections.
JANUARY: Vendor compliance inspections increased as a result of training new officer recruits
in conducting these types of inspections.
FEBRUARY: Enforcement hours and activities increased as a result of two new officers hired.
Hours spent on other administrative duties increased due to personnel and training activities of
these new hires.
MARCH: Enforcement hours and activities continue to increase since the three new officers
were hired.
APRIL: Enforcement efforts were concentrated on conducting road enforcement details,
increasing the number of dyed fuel tests and violations.
MAY: Fewer enforcement hours were available due to one less position this month.
JUNE: Fewer dyed fuel tests were completed due to efforts focused on identifying bootleg fuel
being imported into the state. The number of hours spent on enforcement activities exceeded
last year's total and this year's objective as a result of hiring additional officers.

553

600
500
400
321

300
200

271

326

307

186

193

250

225

Dec

Jan

100
FY July
2009

Aug Sept

Oct

Nov

Feb

Mar

Apr

May June

FY
2010

Hours spent in enforcement activities

Page 12 of 18

Motor Vehicle Enforcement
Services
FY 2010 OBJECTIVE

AGENCY GOAL

Optimize 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 5.2 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.
5.2 million
8500000 ####### ####### ####### ####### ####### ####### ####### ####### ####### ####### ####### ####### 5,151,867
FY 2010
PERFORMANCE MEASURES
FY 2009
July
Aug
Sept
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
June
FY 2010
Objective
Number of vehicle processing activities
(includes credential checks, safety
6,869,156 568,231 597,381 590,376 662,682 598,099 598,347 625,177 602,486 659,085 667,078 651,279 645,148 7,465,369
5,151,867
inspections, weighs and permit sales)
Purpose:
Target

Vehicles processed

1,973,842

1,578,230

Safety inspections completed

13,451

1,303

1,277

1,561

1,468

1,683

1,724

1,637

1,738

1,880

2,080

1,827

1,890

20,068

10,088

Commercial carriers placed out of service

5,227

487

372

534

462

500

393

426

552

608

636

537

532

6,039

3,920

Percent of commercial carriers placed out
of service

38.9%

37.4%

29.1%

34.2%

31.5%

29.7%

22.8%

26.0%

31.8%

32.3%

30.6%

29.4%

28.1%

30.1%

38.9%

5,044,043

3,234,232

20,151

17,554

427,416

329,317

Vehicles measured/weighed
Vehicles in violation size/weight
requirements
Permits sold
Revenue collected from permit sales

2,104,307

4,312,309
23,405
439,089
$12,720,693

156,090 163,231 156,845 170,881 157,995 157,144 164,400 168,338 188,939 168,603 167,737 153,639

391,976 416,020 414,868 462,302 405,555 403,940 414,209 388,867 415,550 448,214 433,431 449,111
1,397

1,606

1,891

2,092

1,870

1,687

18,862

16,853

17,102

28,031

32,866

35,539

$749,606 $685,371 $772,578 $890,583

$981,142

$913,691

1,715

1,591

1,520

1,910

1,617

1,255

44,931

43,543

52,716

48,181

48,284

40,508

$1,131,119 $1,016,168 $1,292,589 $1,142,428 $1,189,173 $1,129,112

$11,893,560 $9,540,520

Ports of Entry (POE) hours of operation

77,210

6,072

6,113

5,749

5,888

5,244

5,086

4,957

4,629

5,434

5,149

4,966

4,805

64,092

57,908

Commercial vehicle safety inspections at
the six southern border ports (including
mobile enforcement details)

10,119

992

980

1,173

908

1,214

1,091

1,011

922

1,400

946

782

916

12,335

7,589

ADOT/MVD Division Performance Results

Page 13 of 18

568,231.00

1,165,612.00

1,755,988.00

2,418,670.00

3,016,769.00

3,615,116.00

4,240,293.00

VARIANCE STATEMENT

ADOT/MVD Division Performance Results

5,501,864.00

6,168,942.00

6,820,221.00

7,465,369.00

Number of Vehicle Processing Activities
9.0
8.0
7.0
Millions

JULY: There are no significant changes this month; most activities remain down due to fewer
hours of operation, while safety inspections remain high due to additional staffing at the
Arizona/Mexico border ports through the Border Enforcement Grant (BEG).
AUGUST: Most activities increased as a result of more vehicles processed due to an increase in
hours of operation. Fewer carriers were placed out of service due to a decrease in the number
of safety inspections completed.
SEPTEMBER: The number of commercial vehicles processed decreased due to fewer hours of
operation. More commercial permits were sold during the month, resulting in an increase of
revenue. A higher percentage of commercial vehicles were placed out of service due to an
increased number of safety inspections.
OCTOBER: Due to the produce season, there was a substantial increase in commercial traffic
and single trip permit sales at the Nogales Southern Border Port. Also, a large number of
special permits expiring in October were renewed and the St. George port issued a high number
of renewals for Long Combination Vehicle's (LCV).
NOVEMBER: Two holidays this month reduced hours of operation resulting in decreases in
most activities. However, Commercial Vehicle Safety Inspections increased due to more
personnel being trained to conduct inspections and permit sales increased due to the produce
season, with significant increases at the Yuma and Nogales Ports of Entry.
DECEMBER: Permit revenue decreased slightly but still remains high due to the produce
season at the Nogales Federal Port. This should continue into April. A slight decrease in hours
of operation is due to the permanent closure of some facilities.
JANUARY: Revenue rose again this month as the produce season continues to increase permit
sales along the International Border. There were significantly more vehicles processed at the
Nogales Federal Port.
FEBRUARY: There were no significant changes noted this month. Closures due to the holiday
resulted in fewer hours of operation and a slight decrease in revenue.
MARCH: The increased activity level in March was a result of more work days/hours available
than in February.
APRIL: Fewer vehicles were processed at some facilities due to personnel shortages. Traffic
through the Sanders Port decreased as a result of Interstate 40 closures because of weather
related issues. The significant decrease in permit sales follows the conclusion of the produce
season along the Southern Border ports.
MAY: There are no significant changes to note this month.
JUNE: There were fewer hours of operation during the second half of the year, however, the
total number of vehicles processed and activities exceeded this year's objective and last year's
numbers. Permit sales and revenue were a little lower than in FY09 but higher than what was
expected this year.

4,842,779.00

7.5

6.9

6.0
5.0
4.0
3.0
2.0
1.0

0.6

0.6

0.6

0.7

0.6

0.6

0.6

0.6

0.7

0.7

0.7

July

Aug

Sept

Oct

Nov

Dec

Jan

Feb

Mar

Apr

May June

0.6

0.0
FY
2009

Processing Activities

Target = 5.2 million

FY
2010

Page 14 of 18

Motor Vehicle Enforcement
Services
FY 2010 OBJECTIVE

AGENCY GOAL

Optimize 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 41,274.

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.
41,274
200
41274
41274
41274
41274
41274
41274
41274
41274
41274
41274
41274
41274
41274
FY 2010
PERFORMANCE MEASURES
FY 2009
July
Aug
Sept
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
June
FY 2010
Objective
Number of vehicles processed (includes
credential checks, safety inspections,
4,284
8,067
8,560
4,291
4,263
3,925
3,231
5,762
8,090
5,379
6,244
7,118
41,274
55,032
69,214
weighs and permit sales)
Safety inspections completed
4,487
373
423
488
306
309
573
531
448
864
400
249
306
5,270
3,365
Purpose:
Target

Commercial carriers placed out of service

795

94

45

88

71

46

34

36

40

88

69

43

39

693

596

Percent of commercial carriers placed out
of service

17.7%

25.2%

10.6%

18.0%

23.2%

14.9%

5.9%

6.8%

8.9%

10.2%

17.3%

17.3%

12.7%

13.1%

17.7%

Vehicles measured/weighed

24,858

2,366

4,134

3,410

2,049

2,087

1,544

1,322

2,770

3,693

2,675

3,246

3,634

32,930

18,644

Vehicles in violation size/weight
requirements

1,389

128

307

265

160

175

126

84

263

280

185

255

199

2,427

1,041

Permits sold
Revenue collected from permit sales

Cumulative

80

0

12

22

0

0

0

0

0

0

2

0

0

36

60

$2,521
55,032

$0
4,284

$313
12,351

$1,088
20,911

$0
25,202

$0
29,465

$0
33,390

$0
36,621

$0
42,383

$0
50,473

$90
55,852

$0

$0

$1,491

$1,891

VARIANCE STATEMENT

ADOT/MVD Division Performance Results

Commercial Vehicles Processed by Mobile Enforcement
60

55.0

50
Thousands

JULY: Safety inspections increased due to additional activities in the southern border counties
to comply with obligations of the Border Enforcement Grant (BEG).
AUGUST: The increase in vehicles processed and related activities was due to additional
Mobile Enforcement activities in the Central and Northern Regions. Although more vehicles
were processed, fewer carriers exhibited safety violations.
SEPTEMBER: A greater number of vehicles were processed due to an increase in road details.
Emphasis was placed on safety inspections which most likely resulted in an increase in vehicles
placed out of service for safety violations.
OCTOBER: The Northern Mobile Unit held fewer mobile details due to personnel shortages,
resulting in decreases in most performance measures.
NOVEMBER: There are no significant changes this month.
DECEMBER: Safety inspections rose with the increase in mobile details along the Southern
Border Ports to meet requirements of the Border Enforcement Grant. Mobile activities in the
Central Region remained the same while activities in the Northern Region slightly decreased
due to weather conditions and personnel leave time.
JANUARY: Fewer inspections were conducted by the Northern and Central Mobile Units due to
weather related issues.
FEBRUARY: Four additional details resulted in a significant increase in vehicles processed
through mobile enforcement efforts this month.
MARCH: A significant increase in the number of vehicles processed was due to a greater
number of Mobile Enforcement details conducted in the Southern Region.
APRIL: The decrease in all areas was due to 17 fewer mobile details conducted in the Southern
Region because of personnel in training and equipment maintenance.
MAY: The increase in vehicles processed was related to a higher volume of traffic. There was
not a change in the number of details conducted.
JUNE: The increase in vehicles processed was a result of additional details in June. The total
number of vehicles processed and related activities exceeded the projection for FY10 and last
year's totals.

40
30
20
10

8.1

8.1

8.6

4.3

4.3

4.3

3.9

3.2

5.8

Oct

Nov

Dec

Jan

Feb

7.1

5.4

6.2

Apr

May June

0
FY July
2009

Aug

Sept

Traffic Processed

Mar

Target = 41,274

FY
2010

Page 15 of 18

Motor Vehicle Enforcement
Services
FY 2010 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 $2.5 million.

Effective registration compliance provides the public with information about registration laws while generating revenue supporting a statewide safe transportation system. Although
registration compliance includes activities that are both active (officer involvement actions) and indirect (systems generated), these measurements reflect only active compliance
officer activities.
Target $2.5 million
$1,640,000 ####### ####### ####### ####### ####### ####### ####### ####### ####### ####### ####### ####### $2,500,000
FY 2010
PERFORMANCE MEASURES
FY 2009
July
Aug
Sept
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
June
FY 2010
Objective
Direct revenues generated from active
$2,671,730 $157,219 $239,727 $209,518 $203,146 $241,298 $169,319 $227,852 $167,578 $187,626 $166,908 $192,386 $159,251 $2,321,828 $2,500,000
enforcement efforts
New cases opened 1
36,725
3,162
2,886
3,483
2,840
2,487
2,866
2,515
2,855
3,010
3,054
2,798
2,916
34,872
35,000
Purpose:

Warnings written

42,363

Vehicles registered

17,404

3,772

3,478

3,151

3,110

2,336

2,899

1,250
1,320
1,493
1,115
1,596
1,320
125.775 181.611 140.334 182.194 151.189 128.272

1 Types of new cases opened: 800 calls, special details, warnings, on-views (observations of
potential violations), in-person complaints, and website reports. NOTE: Not all warnings issued
become open cases as some vehicles are registered before the warning is entered into the system.

2,710

3,988

2,571

2,152

2,316

1,311
977
1,542
1,035
1,206
991
173.8 171.523 121.677 161.264 159.524 160.697

34,810

45,000

15,156
$153.20

18,000

Revenue Collected Through Active Enforcement
$3.0

VARIANCE STATEMENT

$2.67
396,946

606,464

809,610

1,050,908 1,220,227 1,448,079 1,615,657 1,803,283 1,970,191 2,162,577 2,321,828

$2.5

Millions

157,219

JULY: There are no significant changes this month.
AUGUST: Revenue increased this month as the number and average VLT of vehicles registered
increased.
SEPTEMBER: Although fewer warnings were written, the number of vehicles registered increased.
OCTOBER: There are no significant changes this month; all counts are within expected levels.
NOVEMBER: The loss of one registration compliance officer is reflected in the lower numbers of
warnings written and cases opened.
DECEMBER: Due to fewer vehicle inspection requests, there were additional hours available this
month for registration compliance activities, resulting in increased warnings written and cases
opened. However, without the three admin positions there is a backup of warnings/leads not being
entered as new cases. This means fewer vehicles registered and less revenue generated.
JANUARY: There were no significant changes this month. The revenue increase was a result of an
overall higher VLT average.
FEBRUARY: The decrease in vehicles registered and revenue could be related to fewer
enforcement hours available to follow up with open cases. Most time was spent writing warnings
and opening new cases from warnings written in the past couple of months.
MARCH: The increase in revenue is a direct effect of more vehicles registered. There was a
strong focus on writing warnings this month, increasing the number by over 1,000 from February.
APRIL: Fewer warnings were written due to the reassignment of some officers. This had a direct
effect on the revenue collected as well.
MAY: The reduction in revenue and warnings written is a direct result of fewer work hours available
due to an increase in leave time taken and the state holiday.
JUNE: The lower revenue is a direct result of fewer vehicles registered. Revenue and activity level
did not meet the year's objective. Several factors impacted the final results; staffing levels, lower
VLT values and fewer vehicles registered overall. However, the registration compliance program is
intensifying to maximize revenue potential in FY11.

ADOT/MVD Division Performance Results

2,327

$2.32

$2.0
$1.5
$1.0
$0.5

$0.16 $0.24 $0.21 $0.20 $0.24 $0.17 $0.23 $0.17 $0.19 $0.17 $0.19 $0.16

$0.0
FY July
2009

Aug Sept

Oct

Nov

Revenue Collected

Dec

Jan

Feb

Mar

Apr

May June

FY
2010

Target = $2.5 million

Page 16 of 18

Executive Hearing Office
FY 2010 OBJECTIVE

AGENCY GOAL

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

PROGRAM GOAL

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

Reduce the number of cases processed in excess of 65 days to 50%.

The majority of hearings involve problem drivers and drivers impaired by alcohol and drugs. It is important that cases are processed in a timely manner as drivers stay on the road
until their case is heard.
50%
32%
0.50
0.50
0.50
0.50
0.50
0.50
0.50
0.50
0.50
0.50
0.50
0.50
0.50
FY 2010
PERFORMANCE MEASURES
FY 2009
July
Aug
Sept
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
June
FY 2010
Objective
Percent of cases processed exceeding 65
51.0%
63.3%
61.6%
63.4%
53.8%
45.3%
46.9%
51.1%
56.4%
54.6%
55.4%
52.2%
47.8%
53.8%
50.0%
days
Number of cases processed exceeding 65
7,759
896
738
879
730
620
1,003
874
897
1,096
1,228
919
862
10,742
8,000
days
Total cases of all types processed
15,227
1,416
1,199
1,387
1,358
1,369
2,138
1,712
1,590
2,006
2,216
1,762
1,805
19,958
20,000
Purpose:
Target

Ignition Interlock hearing requests

4,957

415

385

627

863

859

779

438

VARIANCE STATEMENT

ADOT/MVD Division Performance Results

653

598

253

269

6,630

Cases Processed Exceeding 65 Days
70%

63.3% 61.6% 63.4%

60%

56.4%
53.8%

51.0%

50%
Percent

JULY: An effort continues to reduce the number of cases over 65 days old. The addition of a
new Administrative Law Judge and a new travel schedule resulted in an increase of older
cases (65+) closed in July.
AUGUST: Efforts begun in July appear to be reflected in the decrease in cases over 65 days
old.
SEPTEMBER: Ignition Interlock cases increased 61.4% between August and September,
creating a case processing backlog.
OCTOBER: Counts are the closest to the objective all year. However, continued increases in
Ignition Interlock cases and the subsequent case processing backlog will most likely result in a
return to an increase in cases in future months.
NOVEMBER: The implementation of the ‘Short Cause’ calendar has enabled most Ignition
Interlock cases to be heard by the office ‘Adjudicators’ allowing the attorney judges to
concentrate on reducing the number of DUI cases in the 65+ and 75+ day categories. This
procedural change should result in a continuing improvement.
DECEMBER: A 64% increase in cases processed represents the reduction in the ignition
interlock case backlog (298 / 954). All DUI related cases continue to be processed in 65-75
days.
JANUARY: Fewer cases in the 75+ aging category were closed in January due to staff
shortages.
FEBRUARY: The number of cases processed in 65 days or more remained fairly constant.
The decline in total cases processed was attributable to increased travel (non-productive time)
and staff shortages due to medical and annual leave taken.
MARCH: There are no significant changes to report this month.
APRIL: There are no significant changes to report this month. The number of Ignition
Interlock hearing requests during this fiscal year was added to reflect the increased workload
resulting in the continuation of aging cases.
MAY: The improvement of 3.2% is attributable to a reduction in case backlog (454), most of
which were in the 65+ day scheduling queue.

491

54.6%

55.4%
52.2%

46.9% 51.1%
45.3%

47.8%

53.8%

40%
30%
20%
10%
0%
FY July
2009

Aug

Sept

Oct

Nov

Dec

Percent Processed

Jan

Feb

Mar

Apr

May June

FY
2010

Target = 50%

JUNE: Although total cases processed declined slightly (43 cases) continued emphasis in
removing cases from the 65+ queue resulted in an overall improvement of 4.4%. Although the
year's overall percentage was a little higher than projected, it wasn't far off considering the
staggering increase in Ignition Interlock hearing requests that take time away from processing
all other types of cases.

Page 17 of 18