Service Center Customer Wait Time
RMV Service Centers were highly impacted by the COVID-19 pandemic. Most Service Centers were shut down or services were limited to essential transactions only starting March 16th, 2020. Prior to the pandemic, the Service Centers saw trends towards continued wait time improvement.
The 30 Service Centers throughout the Commonwealth vary in the types of services offered and the number of customers they serve. There are other factors that impact customer wait times estimates, such as:
- Seasonal fluctuations in customer volume and transaction type;
- Staffing trends, including vacations and intern availability;
- Differences among Service Centers in demand and demographics served; and
- Differences among Service Centers in services offered, size, and configuration/technology.
In FY20 (July 2019-February 2020), 81 percent of customers waited 30 mins or less, 13 percent of customers waited 30-60 minutes, and 6 percent of customers waited over one hour.
Due to the extenuating circumstances impacting FY20 reporting, the RMV is reporting wait time performance without targets, for context only.
Service Center Average Number of Days for an Appointment and Average Daily No-Shows
In March 2020, due to the COVID-19 pandemic, RMV Service Centers adopted new business model for in-person transactions which comply with the new state public health and safety guidelines. Beginning March 27th, The RMV instituted an appointment-based system for essential transactions that cannot be completed online, by phone, or by mail.
To measure the customer experience with the appointment-based system, the average number of days for an appointment was established to track the “wait time” for a customer to obtain a Service Center appointment. The average number of days is calculated by the difference between the date a customer schedules an appointment with a Service Center and the date the of the next available appointment. In March, eight locations were available for in person appointment-based transactions, expanding to 15 locations by July. This data is collected via the ATLAS system.
In addition, the RMV now tracks the average daily Service Center “no-shows” or customers who do not appear for their appointment. This measure is calculated by the total daily volume of appointments across all locations compared with the total volume of customers that do not show up at the Service Center for their appointment.
In FY20 (March-July 2020), customers waited an average of 7.4 days to obtain a Service Center appointment. On average, the rate of no-shows at a Service Center was 20 percent.
Contact Center Wait Time
Contact Center wait time is reported as the average wait time that elapses from the point in time where a caller confirms that they are ready to be connected to an agent to when an agent answers the call, regardless of virtual hold.
In June 2019, the RMV introduced a new contact management system named Five9 to improve efficiencies in call management. FY20 Contact Center call management used the Five9 platform.
Contact Center performance was greatly impacted by the pandemic. Prior to March, the Contact Center saw an average wait time of around 21 minutes. When Service Centers locations were unavailable to customers the Contact Center took on more customer volume to assist with phone and online transactions. The increase in call volume can also be partially attributed to customers using the Contact Center to book an appointment at Service Centers.
In addition to call volume increases, the email unit saw customer email volume increase from 500-600 emails per day before the pandemic to 1,100-1,500 daily emails.
In FY20, the Contact Center received 1,241,627 calls, an increase of 61 percent from FY19. Due to the change in call volume, wait time performance was significantly impacted with wait time averaging approximately 36 minutes, which does not meet the target of 30 minutes for FY20. The percentage of calls answered also saw a major decrease with 59 percent of calls abandoned by the caller.
Measuring Systemwide Transactions Across Service Channels
The percentage of systemwide transactions conducted outside of Service Centers indicates two important aspects of the customer experience: 1) enhanced access to the RMV through a variety of service channels, and 2) efficiency of the RMV in reaching customers by distributing customer demand across multiple channels.
As of March 2018, all license and ID-related transactions and data are captured through the new ATLAS system. As of November 2019, all vehicle-related transactions are captured through the ATLAS system. Prior to November 2019, vehicle related transactions were captured in the ALARS system. As of November 2019, the ALARS legacy system has been discontinued. Since the two systems define transactions differently, they are not comparable, and data from the ALARS system is not included in FY20 reporting. Registration-related metrics are reported from the ATLAS system for FY20 from November 2019-June 2020.
The RMV system includes several service channels where customers can complete transactions, including in-person at Service Centers, online, via phone, and at AAA service locations. The RMV has a goal of decreasing volumes in Service Centers, to increase efficiency and decrease costs, while also decreasing wait times for customers who are required to do business with the RMV in person. The COVID-19 pandemic created many challenges and changes to how RMV transactions are offered across service channels. In-person service was limited to essential transactions that could not be done online, by phone, or by mail. AAA service locations closed March-April for RMV services. AAA is also using an appointment system to conduct transactions, which decreased the volume of transactions conducted outside of a Service Center.
LICENSE TRANSACTIONS CONDUCTED OUTSIDE OF SERVICE CENTERS
The percentage of license transactions conducted outside of a Service Center measures all license transaction volume against the volume of license transactions conducted either online or through partners such as AAA. Due to the pandemic, many license transactions were delayed and services at partners such as AAA were not available.
In FY20, 53 percent of license transactions were conducted outside of a Service Center, which is an increase of 13 percent over FY19. Given the many changes to license transactions in FY20 this performance measure is trending positively towards targets, though did not meet the 2020 target of 65 percent.
LICENSE TRANSACTIONS CONDUCTED ONLINE
The percentage of license transactions conducted online measures all license transaction volume against the volume of license transactions online.
In FY20, 33 percent of license transactions were conducted online. While this measure failed to meet its target of 40 percent, license transactions conducted online increased almost 50 percent from FY19. Additionally, before March 2020 the average online license volume was about 27 percent. Beginning in April, online license transactions accounted for near 75 percent of license transaction volume. We expect FY21 to show continued increasing trends for online license transactions.
REGISTRATION TRANSACTIONS CONDUCTED OUTSIDE OF SERVICE CENTERS
The percent of registration transactions conducted outside of a Service Center measures all registration transaction volume against the volume of registration transactions conducted either online or through partners such as AAA.
Over the past several years the percentage of registration transactions conducted outside of Service Centers has exceeded its target. FY20 continues to exceed the target of 65 percent with 77 percent of customers conducting registration transactions outside of a Service Center.
REGISTRATION TRANSACTIONS CONDUCTED ONLINE
The percent of registration transactions conducted online measures all registration transaction volume against the volume of registration transactions online.
Over the past several years the percentage of registration transactions conducted online has been steadily trending towards targets. In FY20, the RMV met its target of 40 percent of registration transactions conducted online. Transaction volume also increased for online registration, up by 40,000 transactions from FY19. A significant part of the increase can be attributed to the growing number of online transactions during the pandemic.