June 2011 Division Performance Results Janice K. Brewer, Governor John S. Halikowski, Director – Arizona Department of Transportation Stacey K. Stanton, Director – ADOT/Motor Vehicle Division ADOT/MVD Division Performance Results Customer Service FY 2011 OBJECTIVE Purpose: Target MVD GOAL To improve customer service. Achieve an average customer visit time (ticket through transaction) in field offices of 35.0 minutes or less. The Customer Service Program strives to achieve a satisfactory customer visit time by maximizing available resources and providing quality services. 35.0 minutes 15 35.0 35.0 35.0 35.0 35.0 35.0 35.0 35.0 35.0 35.0 35.0 35.0 PERFORMANCE MEASURES Achieve an average customer visit time (ticket through transaction) of 35 minutes or less. Average customer wait time (ticket-towindow) in field offices Average transaction time at window (minutes) Customers served at window in field offices (thousands) Transactions at window (thousands) Other secondary transactions (thousands)1 Additional services provided that impact wait time (thousands); selective service, organ donor program, voter registration and OHV decals2 Average number of MVCSAs/ MVCSRs Satisfaction rating on Customer Service Satisfaction Survey FY 2010 July Aug Sept Oct Nov Dec Jan Feb Mar Apr May June FY 2011 FY 2011 Estimate 26.0 32.5 29.7 27.2 29.6 29.3 25.7 25.6 30.0 30.6 27.1 29.4 31.2 29.0 35.0 18.5 25.1 22.2 19.6 22.1 21.7 17.9 17.8 22.3 23.0 19.4 21.5 23.2 21.3 27.0 7.5 7.4 7.5 7.6 7.5 7.6 7.8 7.8 7.7 7.6 7.7 7.9 8.0 7.7 8.0 4,054.6 331.2 328.8 303.5 301.6 292.1 286.9 312.3 304.4 388.9 320.2 308.5 332.5 3,810.9 4,150.0 4,893.6 380.2 391.0 365.3 365.7 347.7 344.7 374.4 370.9 448.2 384.6 373.6 389.1 4,535.4 4,900.0 700.2 54.9 56.6 49.2 60.5 40.6 46.8 50.9 46.2 67.0 56.9 56.7 64.0 650.3 700.0 710.2 75.7 68.9 57.5 87.7 67.5 68.5 65.3 58.9 71.3 66.0 62.0 76.7 826.0 800.0 612 552 548 545 541 559 579 578 575 572 567 567 574 563 550 86.0% 85.0% 88.0% 84.0% 23.1 25.3 24.4 22.4 23 JULY: Visit time increased by 2.8 minutes despite the decrease in customers (34,100) and transactions (43,900). This is primarily due to the high influx of customers on days following the furlough day and holiday. Additionally, July’s average number of CSR’s decreased from the FY10 average of 612 to 552. AUGUST: Overall total visit time decreased 2.8 minutes. There were 2,400 fewer customers but an increase of 10,800 transactions. The increase can be attributed to a rise in out of state vehicles registered and customers completing written and road tests before the start of the new school year. SEPTEMBER: There were no significant changes to note. The lower wait and visit times were primarily the result of fewer customers and transactions during the month. OCTOBER: There were no significant changes to note this month. NOVEMBER: The number of transactions and customers is typically lower during the month of November each year. The 18 new CSRs are participating in both training and on-the-job activities and have not yet reached full productivity. ADOT/MVD Division Performance Results Average Customer Visit Time 40 20.5 35 30 Minutes VARIANCE STATEMENT 86.0% 89.0% 1 Driving skills test, knowledge test, motorcycle skills test, inspections, camera, kiosk assistance and dealer work 2 Providing new/replacement Off Highway Vehicle (OHV) decals for the Dept. of Game and Fish is a new service this year. The number of services each month will likely be higher than last year's counts. Survey results for this quarter will be reported in September 32.5 26.5 33.8 30.1 25.3 28.1 29.7 26.041666731.2 30.0 30.6 29.4 29.7 29.6 29.3 27.1 26.0 27.2 25.7 25.6 29.0 FY July 2010 FY 2011 23.4 25 20 15 10 5 0 Aug Sept Average Visit Time Oct Nov Dec Jan Feb Target = 35.0 minutes Mar Apr May June FY10 Values Page 1 of 8 DECEMBER: The decrease in wait time is attributed to 5,200 less customers visiting field offices and 3,000 fewer transactions. Counts are in line with previous years' results with lower counts for the month of December possibly due to the holiday season. JANUARY: Total visit time is comparable to the previous month despite an increase in customers (25,400) and transactions (29,700). This increase is in line with previous trends; historically, January has shown a pattern of more customers and transactions as compared to the month of December. FEBRUARY: Visit time increased by 4.4 minutes compared to January. This was due to a daily transaction volume increase of 4% and 10 CSRs taken out of production for training. MARCH: The overall wait time only went up slightly. The increase in customers and transactions is primarily due to more business days/hours in March than in February. APRIL: The total visit time was down from last month as a result of fewer transactions and customers served. MAY: The actual hours worked in May compared to April were down 5.3%. This reduction in resources accounted for the increase in wait times. JUNE: The 1.8 minute increase in wait time is attributed to an increase of approximately 15,500 transactions and 24,000 customers. History indicates that June tends to be one of the largest volume months for secondary transactions because many applicants are out of school. Overall, the FY11 average customer visit time of 29 minutes was lower than the 35 minute estimate. ADOT/MVD Division Performance Results Page 2 of 8 Competitive Government Partnerships FY 2011 OBJECTIVE MVD GOAL To improve customer service. Achieve 80.4% 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 80.4% 77.9% 80.4% 80.4% 80.4% 80.4% 80.4% 80.4% 80.4% 80.4% 80.4% 80.4% 80.4% 80.4% 80.4% FY 2011 PERFORMANCE MEASURES FY 2010 July Aug Sept Oct Nov Dec Jan Feb Mar Apr May June FY 2011 Estimate Percent of vehicle registration renewals 80.3% 82.2% 82.0% 82.0% 81.4% 81.4% 83.1% 81.0% 82.0% 83.7% 81.6% 83.2% 84.3% 82.4% 80.4% completed through alternate methods Total vehicle registration renewals 2,920,296 253,710 261,563 246,485 232,476 217,365 247,433 224,171 218,175 306,370 234,413 265,192 290,920 2,998,273 2,930,300 completed through alternate methods 1 Percent of vehicle registration renewals 19.7% 17.8% 18.0% 18.0% 18.6% 18.6% 16.9% 19.0% 18.0% 16.3% 18.4% 16.8% 15.7% 17.6% 19.6% completed by field offices Vehicle registration renewals completed by 718,140 54,884 57,502 54,015 53,074 49,730 50,341 52,497 47,917 59,790 52,705 53,442 54,057 639,954 715,000 field offices Total vehicle registration renewals (field 3,638,436 308,594 319,065 300,500 285,550 267,095 297,774 276,668 266,092 366,160 287,118 318,634 344,977 3,638,227 3,645,300 office and alternate methods) Purpose: Renew-by-Mail renewal percentage 16.8% 16.8% 17.3% 16.6% 17.1% 16.7% 15.9% 16.6% 16.4% 14.8% 16.2% 15.6% 14.4% 16.1% 17.6% Internet and Interactive Voice Response (IVR) percentage 50.6% 55.4% 54.8% 51.6% 53.8% 53.0% 49.2% 53.1% 53.5% 46.9% 54.7% 54.4% 49.0% 52.3% 50.3% Third Party renewal percentage 11.4% 8.7% 8.3% 12.5% 9.0% 10.3% 16.7% 9.5% 10.5% 21.3% 9.8% 12.4% 20.3% 12.8% 11.0% 1.8 1.6 Average turnaround time for vehicle registration Renew-by-Mail (days) 1.5 2.0 2.0 1.6 1.6 1.5 2.0 2.1 2.0 2.0 1.7 1.7 1.8 82.2% 164.2% 246.2% 327.6% 409.0% 492.1% 573.1% 655.1% 738.8% 820.4% 903.7% 988.0% 1 Alternate renewal methods include: Renew-by-Mail, Internet and Interactive Voice Response, Renewals Completed Through Alternate Methods Third Party, Drop Box, and Fleet. 78.9% 78.8% 79.3% 78.6% 78.2% JULY: Although the total number of registration renewals was down from last month, Internet/IVR renewals hit a record high, maintaining the overall alternate renewal percentage at just over 82%. The RBM turnaround time increased over the last two months due to staffing shortages and higher than normal volumes on some days. AUGUST: There were no significant changes to note this month. SEPTEMBER: Although the total number of renewals was lower than last month, the percentage of those completed through methods other than visiting a field office remained unchanged. OCTOBER: There were no significant changes to note. NOVEMBER: There was no change in the percentage of renewals completed through alternate methods. DECEMBER: The increase in the overall percentage of renewals completed through alternate methods is due to 23,000+ U-Haul renewals. The company typically renews a large number of registrations in December and June each year. JANUARY: Third party renewals returned to a typical month's activity (no large fleet renewals). FEBRUARY: Although the total number of renewals in February was lower than any other month during this fiscal year, renewals completed through methods other than at field offices were high enough to raise the overall percentage a full percentage point. MARCH: March typically reports a high volume of vehicle registration renewals. There were almost 30,000 more online renewals this month than last month. Additionally, there was a large number of third party motor carrier renewals. ADOT/MVD Division Performance Results 86% 77.6% 80.6% 80.4% 80.4% 82.4% 84% 82.2 82% Percent VARIANCE STATEMENT 82.0 82.0 81.4 81.4 80.6% 83.1 82.5% 82.4% 83.7% 82.0 80.3% 84.3% 83.2% 81.6% 82.4% 81.0 80.3% 80% 78% 76% 74% 72% 70% FY July 2010 Aug Sept Oct Percent of Alternate Renewals Nov Dec Jan Feb Target = 80.4% Mar Apr May June FY 2011 FY10 Values Page 3 of 8 APRIL: There were no significant changes to note this month. MAY: There was an increase in renewals in all areas outside of MVD field offices. May's total renewal count was the second highest all year. JUNE: The FY11 total percentage of renewals completed through alternate methods was 82.4%, exceeding the 80.4% estimate. Most influencial in this accomplishment was the increase in Internet/IVR and Third Party renewals. ADOT/MVD Division Performance Results Page 4 of 8 Competitive Government Partnerships FY 2011 OBJECTIVE Purpose: MVD GOAL To increase the use of electronic service delivery. Increase Internet and IVR transactions and activities to 8.0 million. The ability to conduct transactions electronically and via telephone provides convenience to both customers and businesses. Increasing these types of activities frees up staff time and resources and alleviates customer traffic in MVD field offices. 5,700,000 Target = 666 371 PERFORMANCE MEASURES Total Internet and IVR transactions and activities Government-to-consumer Internet and IVR transactions and activities Registration Renewal 1 FY 2010 ##### ##### ##### ##### ##### ##### ##### ##### ##### ##### ##### ##### 7,996,450 July Aug Sept Oct Nov Dec Jan Feb Mar Apr May June FY 2011 FY 2011 Estimate 7,810,823 697,099 716,386 657,523 662,100 605,706 596,280 670,378 677,150 755,490 696,957 703,759 691,621 8,130,449 7,996,450 6,636,899 594,122 609,039 553,867 560,446 505,462 492,548 561,983 563,495 635,204 587,458 591,274 580,467 6,835,365 6,772,150 1,687,544 158,946 162,680 145,905 143,981 132,882 136,944 137,767 133,811 161,581 147,980 163,278 159,859 1,785,614 1,710,000 Duplicate Driver License/ID 1 268,497 25,642 26,237 22,993 22,949 21,147 20,620 23,668 22,112 20,430 19,895 20,132 22,061 267,886 275,000 3-day Restricted Use Permit 1 366,921 28,923 30,146 29,754 29,972 28,711 27,511 30,584 31,932 34,170 31,834 31,053 30,479 365,069 375,000 134,101 22,717 20,453 22,084 34,968 14,276 5,540 6,630 6,013 6,519 7,155 7,462 7,922 161,739 75,000 1,173,924 102,977 107,347 103,656 101,654 100,244 103,732 108,395 113,655 120,286 109,499 112,485 111,154 1,295,084 1,224,300 470,109 41,642 42,383 39,964 41,280 38,525 40,019 41,621 46,413 46,948 45,737 46,106 42,704 513,342 500,000 650,902 697,099 706,743 690,336 683,277 667,763 655,849 657,925 660,328 670,901 673,507 676,257 677,537 677,537 666,371 0.5% 7.1% 1.4% -2.3% -1.0% -2.3% -1.8% 0.3% 0.4% 1.6% 0.4% 0.4% 0.2% 0.2% 2.4% 98.9% 99.0% 99.1% 99.0% 99.0% 99.0% 99.0% 99.0% 99.0% 98.7% 98.8% 98.9% 98.9% 98.9% 98.9% 0 Voter Registration 1 Government-to-business Internet transactions and activities Temporary Registration Plate 2 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 10 0 1 1 2 0 0 1 0 0 0 0 0 5 7,810,823 697,099 716,386 657,523 662,100 605,706 596,280 670,378 677,150 755,490 696,957 703,759 691,621 8,130,449 1 million Indicates high volume transactions by consumers 8.0 (average 666,371/month). 2 Indicates high volume transactions by businesses Transactions and Activities 7,810666,371 666,371Internet/IVR 8,130 666,371 666,371 666,371 666,371 666,371 666,371 5,700,000 900 Government-to-consumer Transactions include: 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 Registration Renewal, Fleet Renewal, Duplicate Registration, Duplicate Driver License/ID, DL Reinstatement, Special/Personalized Plate Inquiry and Order, 800 755.5 Address Change, 3-day Restricted Use Permit, Plate Credit Inquiry, Vehicle Sold 716.4 Notice, De-Insured Certificate, Voter Registration, 30-day Permit, Plate Refund, 697.0 703.8 691.6 697.1 670.4 677.2 700 Title/Registration Motor Vehicle Record (MVR), Vehicle Fee Recap, EZ Email, DL 657.5 662.1 MVR, Insurance Verification, Tab Replacement, ServiceArizona Machine (SAM), 605.7 596.3 and Off highway Vehicle Registration and Decal 600 Government-to-business transactions include: Registration Fee Calculation, Non-resident Permit, 90-day Resident Registration, 500 Temporary Registration Plate, Motor Carrier Permit, Dealer License Renewal, 666,371 666,371 666,371 Thousands 666,371 Abandoned Vehicle, 30-day permit, DL/Title/Reg MVR, EZ Lienholder MVR, Ignition Interlock, EZ Pay, Insurance Verification, Aircraft Registration, Dismantle/Crush Request, EZ Title, Duplicate Title, Duplicate Title, Repo Title, DUI Screening/Treatment/Evaluation, and DPS Vehicle Escort 400 FY 2010 July Aug Internet/IVR ADOT/MVD Division Performance Results Sept Oct Nov Dec Jan Target = 666,371 Feb Mar Apr May June FY 2011 FY10 Values Page 5 of 8 VARIANCE STATEMENT JULY: There was a slight increase of 13,000 transactions from June 2010. Registration and IVR renewal total was 170,839, an all time monthly high. AUGUST: The Registration and IVR renewal total was 174,874, an all time monthly high. One new service was added; the EZ Renewal transaction was updated to include the new 5-year registration option for qualifying vehicles. SEPTEMBER: One new service was added; the ServiceArizona Machines (SAM) in the two pilot offices began accepting cash on 9/2. OCTOBER: New services implemented on October 24 include the Arizona Agriculture specialty plate and the Masonic Fraternity specialty plate. NOVEMBER: The decrease in transactions from the previous month is a result of fewer registration renewals and voter registrations. The overall lower transaction count is consistent with previous November figures. DECEMBER: The decrease in transactions from the previous month is a result of fewer voter registrations. The overall lower transaction count is consistent with past December figures. JANUARY: There were over 74,000 more transactions/activities than in December. Areas of significant increase included: personal plate inquiries, OHV decal renewals and aircraft registrations. One new service was added; the Military Support/Freedom plate was introduced on January 23. FEBRUARY: There was a minimal transaction increase from January to February. Of note, the number of Temporary Registration Plate transactions hit a high for the current fiscal year. MARCH: March typically has a high volume of transactions and this year's total (755,490) exceeded March 2010's figure of 751,591. It was the second highest monthly total on record, surpassed only by the 758,555 transactions in May 2008. APRIL: The decrease in the number of transactions was expected following the high volume of transactions in March; April 2011 had an increase of 3,000 transactions year-over-year from April 2010. MAY: May has historically had a higher transaction volume than April and the year over year increase since May 2010 was just over 16,000 transactions. JUNE: June transaction volume historically is lower than May, but there was a 7,000 year over year increase when compared to June 2010. The 8.1 million transaction total for FY11 exceeded the estimate of 8.0 million and was the second highest alltime total only behind the 8.4 million transactions in FY08. ADOT/MVD Division Performance Results Page 6 of 8 Competitive Government Partnerships FY 2011 OBJECTIVE MVD GOAL To improve customer service. Increase the number of third party primary and secondary transactions to 3.6 million. Third party locations statewide provide title, registration, driver license and other motor vehicle services on behalf of MVD offering customers an alternative means of conducting business. Increasing transactions at these locations also helps reduce customer volume and wait times in MVD field offices. 3290200 302,806 302,806 302,806 302,806 302,806 302,806 302,806 302,806 302,806 302,806 302,806 302,806 3,633,676 Target = 302 806 TARGET FY 2011 PERFORMANCE MEASURES FY 2010 July Aug Sept Oct Nov Dec Jan Feb Mar Apr May June FY 2011 Estimate Total number of third party transactions 3,737,024 290,886 287,143 329,107 290,573 273,386 382,444 300,470 319,423 546,224 326,419 325,841 451,217 4,123,133 3,633,676 Total Primary Transactions (titles, 2,199,520 183,787 182,811 191,031 184,440 176,464 207,943 185,369 197,316 280,963 208,236 210,862 241,708 2,450,930 2,135,317 registrations and driver licenses) Total Secondary Transactions (nonterminal, miscellaneous and Level I 1,537,504 107,099 104,332 138,076 106,133 96,922 174,501 115,101 122,107 265,261 118,183 114,979 209,509 1,672,203 1,498,359 inspections)1 Purpose: Title & Registration third party locations 148 148 148 151 152 153 154 158 157 157 157 159 158 290,886 578,029 907,136 ####### ####### ####### ####### ####### ####### ####### ####### ####### 1 Non-terminal transactions are manual activities that are not reported in the Division's computer generated statistics (i.e. address change, affidavits of affixture, film requests, hold out receipts, NICI calls, return letters, sold notices, and AZ IRP). 3,737 500 Miscellaneous transactions consist of, but are not limited to, refunds and non-fee sessions. 158 160 Third Party Transactions 4,123 451.2 Thousands VARIANCE STATEMENT 3,545,272 267,719 253,644 292,615 275,162 235,137 279,904 430,316 3,737,024 382.4 400 341,205 249,691 308,472 507,419 295,740 JULY: Total transactions decreased from last month due to fewer motor carrier activities 326.4 325.8 329.1 processed. There were no other significant changes to report this month. 319.4 300.5 AUGUST: There were no variances noted between July and August. 290.9 287.1 290.6 300 273.4 SEPTEMBER: Total transactions increased from last month primarily due to a greater number of motor carrier activities processed which include both primary and secondary transactions. OCTOBER: There were no significant changes to note during this month. 200 NOVEMBER: Activity level is typically lower during the month of November each year. The decrease in transactions is not out of the ordinary. DECEMBER: Total transactions increased primarily due to a large number of motor carrier 100 activities processed. U-Haul, typically completes a significant number of renewals in FY July Aug Sept Oct Nov Dec Jan Feb Mar Apr May June FY December and June each year. 2010 2011 JANUARY: Total transactions decreased from last month due to fewer motor carrier activities processed. There were no other significant changes to report for this month. Third Party Trans Target = 302,806 FY10 Values FEBRUARY: There were no significant variances noted between January and February. MARCH: Total transactions increased significantly as a result of a large motor carrier renewal process and 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 were no other significant changes to report for this month. MAY: There were no significant changes to report for this month. JUNE: June typically experiences higher activity levels than other months. The total number of transactions for the fiscal year exceeded the estimate by almost 500,000. Total transactions increased significantly as a result of a large motor carrier renewal process and title and registration transactions completed in various Authorized Third Party provider locations. There was also a 38% increase in driver license transactions from last year. ADOT/MVD Division Performance Results Page 7 of 8 Division Operational Support Services FY 2011 OBJECTIVE 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 and quality motor vehicle related information to the public. Level II calls, handled by MVD representatives, require customer information that cannot be obtained by a Level I agent. Envoy is an alternative e-mail option for customer inquiries and has the potential to positively influence the overall telephone wait time for a Level II agent. Target 23.4 minutes 16.2 23.4 23.4 23.4 23.4 23.4 23.4 23.4 23.4 23.4 23.4 23.4 23.4 23.4 FY 2011 PERFORMANCE MEASURES FY 2010 July Aug Sept Oct Nov Dec Jan Feb Mar Apr May June FY 2011 Estimate Average Level II telephone wait time (in 24.0 28.4 30.4 30.4 29.3 31.3 31.4 35.0 35.5 35.2 32.3 32.0 26.1 31.4 23.4 minutes) Purpose: Level II calls received 520,020 39,201 40,416 38,353 37,190 33,694 33,755 36,940 33,449 38,160 34,708 35,838 38,046 439,750 400,000 21.3% 51.7% 62.5% 35.4% 33.3% 31.0% 28.1% 22.0% 24.4% N/A 27.3% N/A N/A 43.5% 21.5% 65.8% 59.7% 67.5% 72.9% 78.1% 61.0% 54.8% 65.9% 62.5% N/A 63.6% N/A N/A 64.2% 51.0% Envoy e-mail inquiries N/A 2,434 2,010 6,525 1,864 4,799 6,500 2,100 6,790 6,375 4,903 2,071 3,007 49,378 Baseline Envoy responses N/A 2,348 1,510 6,450 1,789 4,739 6,479 2,080 6,786 6,375 4,902 2,071 2,998 48,527 Baseline JULY: Level II wait times were up slightly from last month. There were two days of intermittent phone and computer network problems at both call centers, also affecting virtual office workers' VARIANCE STATEMENT service providers. Heavy call volume on days surrounding the holiday and mandatory furlough day 22.5 22.5 22.2 20.2 17 impacted the wait time as well. AUGUST: Level II wait times were higher than in July due to an increase in calls and ongoing inadequate staffing levels. The unit continues to operate with a 35% vacancy rate. SEPTEMBER: Wait time remained the same due to a significant increase in Envoy inquiries, impacting the number of calls received. Survey results for Sept. will be available at the end of Oct. OCTOBER: There were no significant changes in the number of calls or wait time this month. Customers did not utilize the Envoy service as frequently as last month. October's usage is more typical of the first two months of the fiscal year. NOVEMBER: Level II wait time increased by 2.0 minutes over last month as a result of an additional vacancy and an increase in unplanned leave hours. Fewer calls received and a significant increase in Envoy e-mail inquiries prevented the wait time from going up any higher. DECEMBER: There were no significant changes in the number of calls or overall wait time. JANUARY: Level II wait times went up by 3.6 minutes due to an increase in call volume resulting from new legislation affecting restricted driver licenses. Vacancies continue to impact the wait time. There were also unplanned absences and several hours of system downtime during the month. Despite the long wait time the percentage of customer satisfaction was significantly higher than usual. FEBRUARY: There were no significant changes in the overall wait time. However, Envoy online inquiries were up significantly which account for the decrease in the number of Level II calls received. MARCH: There were no significant changes in overall wait times, however, the number of Level II calls increased significantly by 4,711. Survey results are not yet available due to an AZNET system problem. They will be updated next month. APRIL: Level II call wait time was down by 2.9 minutes over last month and calls decreased by 3,452. Five new employees are in training with other Level II agents to help manage the call volume. MAY: There were no significant changes in overall wait times despite a slight increase in the number of calls received. AZNET reported that the server crashed and no survey data was collected after the 11th of last month. The problem has been corrected and data for June should be available in the next report. ADOT/MVD Division Performance Results 20 Minutes Percent of surveyed customers satisfied with wait-time Percent of surveyed customers indicating call saved an office visit 40 38 36 34 32 30 28 26 24 22 20 18 16 25.5 26.1 Average Level II Telephone Wait Time 27.1 26.3 30.1 28.3 24 35.0 35.5 35.2 28.4 30.4 30.4 29.3 32.3 32.0 31.3 31.4 31.4 26.1 24.0 FY July Aug Sept 2010 Average Wait Time Oct Nov Dec Jan Feb Target = 23.4 minutes Mar Apr May June FY 2011 FY10 Values JUNE: Level II wait times decreased significantly by 6.0 minutes as a result of 11 new employees on the phones and numerous dropped calls (due to AZNet issues) during the last few weeks. Survey results were not available because of the system's ongoing data collection problems. Overall, the FY11 average wait time of 31.4 min. exceeded the 23.4 min. estimate. This was primarily due to continuous staffing shortages throughout the year. Page 8 of 8