SEPTEMBER 2019 DEPARTMENT OF MOTOR VEHICLES MONTHLY STATUS UPDATE REPORT TO THE JOINT LEGISLATIVE BUDGET COMMITTEE OF THE STATE OF CALIFORNIA EXECUTIVE SUMMARY The Budget Act of 2018 (SB 862, Chapter 449, Statutes of 2018) requires the Department of Motor Vehicles (DMV) to submit monthly reports to the Legislature regarding the state of field office wait-times and efforts to improve business processes. September 2019 Highlights: - DMV issued 395,563 REAL ID compliant driver licenses or identification cards this month, for a grand total of 5,849,623 REAL IDs since implementation in January 2018. - DMV installed 39 new DMV Now Kiosks in locations statewide. - September wait times for non-appointment customers were 22 minutes below target levels, averaging 38 minutes (37 minutes queue time and 1 minutes prequeue). DEPARTMENT OF MOTOR VEHICLES MONTHLY STATUS UPDATE Table of Contents REAL ID Customers and Workload − Monthly Driver License and Identification Cards Produced 2 DMV Work Action Plan Updates − Training Resources 3 Staffing − Hiring Status − Absenteeism 4 4 Process Improvements − Customer Experience Improvements − Website Design 5 5 Information Technology − DMV Now Kiosks − Online Transactions 6 7 Window Hours − Moving Average of the Proportion of Actual to Max Window Hours 8 9 9 − Percentage of Actual to Maximum Window Hours − Statewide Monthly Average of Actual to Maximum Window Hours Wait Times − Average Wait Time for Non-Appointment Customers – Statewide − Average Wait Time for Non-Appointment Customers – Monthly Top 20 Offices − Average Wait Time By Grade – Statewide − Wait Times by Time Range – By Grade − Wait Times by Time Range – Statewide Appendix − A: Field Office Average Wait Times by Region − B: Outage Summary 10 10 11 12 13 16 24 Page 1 REAL ID CUSTOMERS AND WORKLOAD As of September 30, 2019, DMV produced and issued more than 5.8 million REAL ID driver license and identification cards. Page 2 DMV WORK ACTION PLAN UPDATES During the month of September, DMV completed the following Work Action Plan items: Training Resources The department requires additional trainers in the Departmental Training Branch. The existing training officers and training sites all are being utilized to offer Basic Driver License classes to new hires to enable them to process REAL ID driver license and identification card applications. Employees need training on other subjects and skillsets, such as vehicle registration processes and driver license examinations, in order to assist all customer needs. The Departmental Training Brach received approval in the fiscal year 2019/2020 budget for 12 new training staff to ensure timely training. The 12 trainers have been selected and reported to the Departmental Training Branch prior to September. Page 3 STAFFING Hiring Status: DMV has made offers on 663.5 of 784 new positions. The following chart reflects the status of these hires as of September, 2019. Region I II III IV V VI VII VIII Total Number Authorized 57.0 124.0 81.0 52.0 95.0 134.0 110.0 131.0 784.0 Offers Made 48.0 114.5 81.0 49.0 87.0 85.0 92.0 107.0 663.5 Awaiting Fingerprints 0.0 22.0 12.0 2.0 6.0 1.0 6.0 0.0 49.0 On-boarding Training Modules • • • • • • • Start Here/Concierge Appointment Check-in Cash Handling Drive Test Check-in Single Station Inventory Touch Screen Terminals Four pillars of superior customer service Started 40.0 44.0 71.0 37.0 45.0 65.0 68.0 104.0 474.0 Onboarding In-Office Training 5.5 16.0 18.0 36.0 34.0 57.0 30.0 91.0 287.5 Expedite In-Office Training 0.0 6.0 14.0 32.0 25.0 0.0 26.0 91.0 194.0 Basic Driver License Training 14.5 3.0 27.0 32.0 10.0 7.0 0.0 45.0 138.5 Expedite Training Modules • • • • • Driver License Record Information Requests Vehicle Registration Information Requests Return Knowledge Tests (noncommercial) Photo Retakes Personalized License Plate Assignment DMV began hiring staff in earnest in late June/early July 2019, thus this report captures newly hired staff early in their training cycles. All newly hired staff are expected to begin the On-boarding Training Module within two weeks of initial hire. The module takes place over two-weeks and is intended to introduce new hires to many of the support functions of the field office as well as superior customer service. Employees are immersed in the on boarding concepts for two to four weeks until they demonstrate application of the skills. Only then do they proceed to the second module, Expedite In-Office Training. Expedite Training introduces new hires to the work processes that are performed at the Expedite Window. This module is one week and, at its conclusion, a new employee should be able to work independently at the Expedite Window. Both the On-boarding and Expedite Training provide a solid on-the-job knowledge base for new hires prior to their formalized classroom instruction. Absenteeism: DMV continues to collect absenteeism data, which has an overall average of 6.1 percent. This percentage remains constant. Page 4 CONTINUED PROCESS IMPROVEMENTS: Customer Experience Improvements: DMV continues to work on a number of initiatives to improve the customer experience, particularly as it relates to REAL ID. This includes, but is not limited to: − Proof of concept for implementation of DMV Express, which will enable customers to upload their identity, social security, and residency documents online prior to their office visit. This would save several minutes of processing time at the field office. Work on this POC is expected to begin in early October. − A business partner marketplace, which will enable customers to perform online vehicle registration services through DMV’s business partners that are not currently available through DMV’s online services. The purpose of this is to process more nonREAL ID transactions outside of the field offices in order to increase capacity for REAL ID. DMV expects to finalize the marketplace name by the end of October and to go live with the marketplace in November. − Deploying chrome devices in the field offices for customers to use for completing driver license applications. Currently, customers needing to complete applications in the field offices must utilize the testing terminals, which creates delays and congestion in the office. Dedicating chrome devices to this use should help to alleviate this bottleneck. Currently, DMV is researching power availability in the offices and procuring “arms” to secure the devices prior to deployment. A target rollout date will be set when research is complete. Website Design: DMV deployed a chatbot on August 27, 2019, to provide additional assistance to customers with REAL ID questions. The chatbot, called “Miles” conducts a “conversation” with website users, using artificial intelligence to answer questions they type into the site. Currently, Miles has answers to REAL ID-related questions. By November 30, 2019, additional driver license topics will be added, and by January 31, 2020, vehicle registration topics will be added to Miles. The REAL ID microsite (www.realid.dmv.ca.gov) launched the evening of August 20, 2019. A full website redesign is anticipated to be unveiled in June, 2020 that will provide customers with a clear, concise website that is user-friendly and provides quick service, consistency of information, and highlights alternates to a field office visit. Page 5 INFORMATION TECHNOLOGY DMV Now Kiosks: DMV is increasing usage of its self-service kiosks in order to reduce the number of customers who wait in line for services. DMV is coordinating with its kiosk vendor to add 200 additional self-service kiosks in 2019 (25 in DMV field offices and 175 in retail locations). DMV installed 39 new kiosks in September, bringing the total new installations to 154. The remaining 46 are on track to be deployed. Including its existing inventory, DMV now has 306 DMV Now kiosks statewide: 95 in DMV field offices, 194 in retail locations, 3 in libraries, 1 at University of California, Irvine, 1 in the Mendota City Hall, and 12 in AAA locations in Northern California. By December 31, 2019, DMV plans to increase accessibility and usability of the kiosks by adding 10 additional languages to the kiosks (Arabic, Armenian, Chinese, Farsi, Hindi, Korean, Punjabi, Russian, Tagalog, and Vietnamese) and the following new services by January 31, 2020: • • • • Driver history record request Duplicate registration card Replacement vehicle registration sticker Vehicle history record request DMV continues to evaluate additional ways in which the kiosks can be used to allow customers to complete their DMV transactions. Self-Service Terminal Kiosk Transactions Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18 Oct-18 Nov-18 Dec-18 Jan-19 Feb-19 Mar-19 Field Office 122,358 114,602 113,140 131,496 139,654 164,073 136,052 154,238 141,716 139,563 141,483 119,632 119,112 110,526 100,144 126,200 127,110 150,882 Retail 10,043 10,598 12,889 17,155 22,487 29,886 27,942 32,195 32,825 34,511 33,979 34,666 33,663 35,771 39,380 46,863 50,568 64,586 Library N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A 9 75 123 194 238 288 281 356 UC Irvine 92 94 86 151 149 184 184 239 236 245 270 199 203 157 103 150 184 190 Mendota N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A 27 23 117 159 236 AAA N/A N/A N/A N/A N/A N/A 62 109 177 187 184 185 228 249 248 302 326 373 TOTAL 132,493 125,294 126,115 148,802 162,290 194,143 164,178 186,672 174,777 174,319 175,741 154,572 153,101 146,675 139,888 173,618 178,302 216,250 Page 6 Apr-19 May-19 Jun-19 Jul-19 Aug-19 Sep-19 134,888 150,461 134,997 152,897 148,232 118,938 58,524 65,458 64,315 61,493 74,521 73,133 367 440 405 461 501 479 208 200 236 264 265 163 159 222 167 200 222 157 536 786 653 760 958 719 194,146 217,567 200,773 216,075 224,699 193,589 Online Transactions: DMV is reviewing enhancements to services available via the DMV Website www.dmv.ca.gov. In September 2019, the following new services were added to help redirect customers from DMV field office to the website: • • Replacement registration card request Replacement vehicle registration sticker request Page 7 WINDOW HOURS Moving Average of the Proportion of Actual to Max Window Hours: Window hour usage increased in all but a few DMV offices during September. The following figure shows the 10-day moving average of the proportion of available window hours recorded in use on a daily basis for the prior six months 1. The 10-day moving average is calculated by averaging the daily proportions for the current day and each of the nine days prior 2. Each individual line represents the moving average across all offices in a given office grade. The maximum available window hours was calculated based on the number of available transaction windows, multiplied by the number of hours in a normal business day for that office, taking into account any extended hours offered at a location. The proportion of actual window hour usage to maximum available usage varies across office grades. A smaller office can more easily achieve 100 percent window hour usage on any given day than can a larger office with significantly more transaction windows. Moving Average of the Proportion of Actual to Max Window Hours 100% 90% 80% 70% 60% Grades I 50% Grade II Grades III 40% Grades IV 30% Grades V 20% 10% 09/30 09/16 09/02 08/19 08/05 07/22 07/08 06/24 06/10 05/27 05/13 04/29 04/15 04/01 0% The window hour statistics here include data from both appointment and non-appointment queues but exclude data from Saturdays. 2 All 10 days are weighted equally in the calculation of the average. 1 Page 8 Percentage of Actual to Maximum Window Hours: This table presents the same information as the figure above, but aggregated to the month as a whole. Percentage of Actual to Maximum Window Hours Apr-2019 79% 84% 80% 80% 73% Grade I Grade II Grade III Grade IV Grade V May-2019 82% 85% 81% 80% 73% Jun-2019 82% 86% 82% 82% 75% Jul-2019 85% 87% 81% 81% 74% Aug-2019 84% 91% 83% 84% 77% Sep-2019 81% 88% 83% 85% 80% Statewide Monthly Average of Actual to Maximum Window Hours: This chart presents the same data, but aggregated to the state as a whole, and reporting on the vertical axis the raw number of window hours. Statewide Monthly Average of Actual and Maximum Window Hours 25,000 20,000 15,000 Maximum 10,000 78% 78% 80% 81% Apr-2019 May-2019 Jun-2019 Jul-2019 82% 83% Aug-2019 Sep-2019 Actual 5,000 0 Page 9 WAIT TIMES September wait times for non-appointment customers were 22 minutes below target levels, averaging 38 minutes (37 minutes queue time and 1 minutes pre-queue). DMV attributes the decrease in average wait times to the continued progress towards elimination of the pre-queue, increased staffing, and seasonal shifts in customer volumes. Average Wait Time for Non-Appointment Customers – Statewide: Average Wait Time for Non-Appointment Customers – Monthly Top 20 Offices: Page 10 Average Wait Time by Grade – Statewide: The following tables show the reduction in wait times for various grades (sizes) of field offices. • • • Grade I/II offices are small, mostly rural offices, serving an average of 300-1,200 customer per week. Grade III offices are mid-sized offices, serving an average of 1,500-2,000 customers per week. Grade IV/V offices are large, mostly urban offices which serve an average of 2,0003,300 customers per week. Page 11 Wait Times by Time Range – By Grade: The following charts show the number and percentage of customers whose queue wait times were 0-30 minutes, 31-90 minutes, and over 90 minutes for each Region. Page 12 Wait Times by Time Range - Statewide: The following charts show the number and percentage of customers whose queue wait time were 0-30 minutes, 31-60 minutes, 61-90 minutes, etc. (in thirty-minute increments) for the prior six months. Wait times by Range: Month of September 2019 70.0% 65.0% 60.0% 55.0% 50.0% 55.7% 958,616 45.0% 40.0% 35.0% 30.0% 27.4% 25.0% 472,410 20.0% 15.0% 11.8% 10.0% 203,410 5.0% 0.0% 3.9% 67,604 30 mi n or l es s 31 - 60 mi n 61 - 90 mi n 91 - 120 mi n 3,271 16,708 1.0% 121 - 150 mi n 0.2% 151 - 180 mi n 732 0 0 177 0.0% 0.0% 0.0% 0.0% 181 - 210 mi n 211 - 240 mi n 241 - 270 mi n More tha n 270 mi n Wait Times by Range: Month of August 2019 70.0% 65.0% 60.0% 55.0% 50.0% 45.0% 50.9% 977,026 40.0% 35.0% 28.1% 30.0% 538,891 25.0% 20.0% 13.8% 15.0% 263,979 10.0% 5.0% 0.0% 5.3% 101,832 30 min or less 31 - 60 min 61 - 90 min 91 - 120 min 28,536 1.5% 121 - 150 min 6,659 0.3% 151 - 180 min 1,128 0.1% 181 - 210 min 194 0.0% 211 - 240 min 0 0.0% 241 - 270 min 0 0.0% More than 270 min Page 13 Wait Times by Range: Month of July, 2019 70.0% 65.0% 60.0% 55.0% 50.0% 45.0% 50.8% 918,881 40.0% 35.0% 28.4% 30.0% 511,981 25.0% 20.0% 15.0% 13.7% 10.0% 246,966 5.0% 0.0% 91,426 30 min or less 31 - 60 min 61 - 90 min 27,681 5.1% 91 - 120 min 1.5% 121 - 150 min 6,454 80 1,385 0 0 0.4% 0.1% 0.0% 0.0% 0.0% 151 - 180 min 181 - 210 min 211 - 240 min 241 - 270 min More than 270 min Wait Times by Range: Month of June, 2019 70.0% 65.0% 60.0% 55.0% 50.0% 45.0% 51.2% 826,699 40.0% 35.0% 28.8% 30.0% 464,549 25.0% 20.0% 15.0% 13.4% 10.0% 216,179 5.0% 0.0% 30 min or less 31 - 60 min 61 - 90 min 4.9% 21,899 4,739 0 39 664 0 79,331 1.4% 0.3% 0.0% 0.0% 0.0% 0.0% 91 - 120 min 121 - 150 min 151 - 180 min 181 - 210 min 211 - 240 min 241 - 270 min More than 270 min Wait Times by Range: Month of May, 2019 70.0% 65.0% 60.0% 55.0% 59.9% 984,880 50.0% 45.0% 40.0% 35.0% 30.0% 27.0% 25.0% 444,416 20.0% 15.0% 9.9% 10.0% 162,525 5.0% 0.0% 30 min or less 31 - 60 min 61 - 90 min 2.6% 7,906 1,280 0 0 48 0 42,888 0.5% 0.1% 0.0% 0.0% 0.0% 0.0% 91 - 120 min 121 - 150 min 151 - 180 min 181 - 210 min 211 - 240 min 241 - 270 min More than 270 min Page 14 Wait Times by Range: Month of April, 2019 70.0% 65.0% 60.0% 55.0% 53.2% 50.0% 848,379 45.0% 40.0% 35.0% 30.0% 28.2% 25.0% 449,128 20.0% 15.0% 12.5% 10.0% 198,869 5.0% 0.0% 30 min or less 31 - 60 min 61 - 90 min 4.4% 20,398 6,307 69,450 1.3% 0.4% 91 - 120 min 121 - 150 min 151 - 180 min 181 - 210 min 11 19 714 0.0% 0.0% 211 - 240 min 0.0% 241 - 270 min 3 0.0% More than 270 min Page 15 APPENDIX A FIELD OFFICE AVERAGE WAIT TIMES Region I DEPARTMENT of MOTOR VEHICLES Average Wait Time by Field Office Month of September, 2019 Month of September, 2019 OFFICE ALTURAS CHICO COLUSA CORTE MADERA CRESCENT CITY APPOINTMENT Sep Cust Top 20 Served NON-APPOINTMENT Queue Wait Time Cust Served Queue Wait Time OVERALL - Appt / Non-Appt PreQueue + Queue Queue Total Cust Pre-Queue Wait Served Wait (Non-Appt) Time Time Queue & PreQueue Wait Time 14 1 1,309 4 - 4 1,323 4 4 1,002 12 6,766 32 - 32 7,768 29 29 139 5 2,597 15 - 15 2,736 15 15 2,009 12 5,311 28 - 28 7,320 24 24 18 219 5 2,315 19 - 19 2,534 17 1,137 6 5,948 26 - 26 7,085 23 23 29 4 1,027 11 - 11 1,056 11 11 FORT BRAGG 98 11 1,719 21 - 21 1,817 21 20 GARBERVILLE 119 7 1,199 23 - 23 1,318 21 22 EUREKA FALL RIVER MILLS GRASS VALLEY 662 9 4,065 26 - 26 4,727 24 24 LAKEPORT 174 12 3,209 36 - 36 3,383 35 35 MOUNT SHASTA 107 16 1,870 23 - 23 1,977 23 23 NOVATO 986 8 4,562 23 - 23 5,548 21 20 10 3,929 23 - 23 4,612 - - - OROVILLE 683 PARADISE - PETALUMA 2,134 13 5,464 35 62 4 1,631 14 QUINCY - - RED BLUFF 1,203 8 4,550 13 REDDING 2,375 13 7,575 28 SANTA ROSA 1 1 - - 21 21 - - 36 7,598 29 29 14 1,693 13 14 14 5,753 12 13 28 9,950 24 25 26 2,619 9 9,285 28 3 31 11,904 24 SOUTH LAKE TAHOE 328 8 2,380 31 3 34 2,708 28 31 SUSANVILLE 225 8 2,186 26 26 2,411 25 24 TRUCKEE 377 13 2,611 34 1 35 2,988 31 32 UKIAH 568 13 3,994 24 3 27 4,562 22 25 59 7 1,104 14 14 1,163 13 14 WILLOWS 262 10 2,306 18 21 2,568 18 20 YREKA 320 10 2,017 27 - 27 2,337 25 25 2,530 12 10,505 20 - 20 13,035 18 18 20,440 11 101,434 25 26 121,874 22 23 WEAVERVILLE YUBA CITY Region I (Northern CA)TOTAL - 3 1 Saturday Service in 62 Offices Page 16 Region II DEPARTMENT of MOTOR VEHICLES Average Wait Time by Field Office Month of September, 2019 Month of September, 2019 OFFICE APPOINTMENT Sep Cust Top 20 Served CAPITOLA DALY CITY 6 NON-APPOINTMENT Queue Wait Time Cust Served Queue Wait Time 480 16 7,317 18 3,100 24 13,950 39 OVERALL - Appt / Non-Appt PreQueue + Queue Queue Total Cust Pre-Queue Wait Wait Served (Non-Appt) Time Time 31 Queue & PreQueue Wait Time 18 7,797 18 18 70 17,050 36 62 EL CERRITO 2,606 11 12,279 29 - 29 14,885 26 26 FREMONT 1,599 20 7,589 39 - 39 9,188 35 36 GILROY HAYWARD 816 11 6,427 14 - 14 7,243 14 14 1,915 19 9,309 36 - 36 11,224 33 33 HOLLISTER 271 7 3,000 11 - 11 3,271 11 11 KING CITY 442 10 3,453 12 - 12 3,895 12 12 LOS GATOS 1,768 30 6,324 44 - 44 8,092 41 41 OAKLAND CLAREMONT 2,779 25 12,201 38 - 38 14,980 36 36 OAKLAND COLISEUM 13 PLEASANTON REDWOOD CITY 12 SALINAS SAN FRANCISCO SAN JOSE 18 2,223 28 9,057 56 - 56 11,280 50 51 1,827 18 9,498 34 - 34 11,325 32 31 2,279 27 9,075 57 - 57 11,354 51 51 1,666 14 7,340 22 - 22 9,006 20 20 3,923 13 14,311 33 3,174 22 12,100 53 3 - 36 18,234 28 31 53 15,274 46 46 SAN JOSE DLPC 2,437 17 15,878 38 - 38 18,315 35 35 SAN MATEO 1,124 24 9,091 45 - 45 10,215 43 43 SANTA CLARA 2,164 25 16,238 50 - 50 18,402 47 47 SANTA TERESA 1,934 29 8,309 49 - 49 10,243 45 45 SEASIDE 975 8 5,860 14 - 14 6,835 13 13 WATSONVILLE 689 23 3,928 29 - 29 4,617 28 28 40,191 20 202,534 38 40 242,725 35 37 Region II (Bay Area) TOTAL 2 Saturday Service in 62 Offices Page 17 Region III DEPARTMENT of MOTOR VEHICLES Average Wait Time by Field Office Month of September, 2019 Month of September, 2019 OFFICE APPOINTMENT Cust Sep Top 20 Served NON-APPOINTMENT Queue Wait Time Cust Served Queue Wait Time OVERALL - Appt / Non-Appt PreQueue + Queue Queue Total Cust Pre-Queue Wait Served Wait (Non-Appt) Time Time Queue & PreQueue Wait Time AUBURN 1,088 5 5,365 9 - 9 6,453 8 8 CARMICHAEL 3,195 14 12,924 40 - 40 16,119 35 35 CONCORD 1,858 14 10,946 31 - 31 12,804 28 29 DAVIS 1,779 11 4,460 24 - 24 6,239 20 20 FAIRFIELD 2,185 11 9,360 26 - 26 11,545 23 23 FOLSOM 2,528 13 7,871 41 - 41 10,399 35 34 JACKSON 408 4 2,719 20 - 20 3,127 18 18 2,554 19 8,512 45 - 45 11,066 39 39 MANTECA 1,954 14 5,836 41 - 41 7,790 34 34 NAPA 1,629 5 8,056 9 - 9 9,685 8 8 897 16 9,586 23 4 27 10,483 22 26 28 LODI PITTSBURG 735 11 3,602 32 32 4,337 29 ROCKLIN PLACERVILLE 1,738 10 5,755 23 4 27 7,493 20 23 ROSEVILLE 3,430 9 11,891 22 6 28 15,321 19 24 SACRAMENTO 2,331 8 18,178 21 - 21 20,509 19 20 SACRAMENTO SOUTH 3,268 13 13,565 40 - 40 16,833 35 35 SAN ANDREAS 307 6 2,293 20 - 20 2,600 18 18 SONORA 833 9 2,943 25 - 25 3,776 22 22 STOCKTON 1,924 8 13,125 19 - 19 15,049 18 18 TRACY 1,214 14 9,092 32 - 32 10,306 30 30 VACAVILLE 1,098 12 5,395 42 - 42 6,493 37 37 VALLEJO 1,414 9 8,974 21 - 21 10,388 19 19 WALNUT CREEK 1,306 10 5,480 28 4 32 6,786 25 28 WOODLAND 1,230 13 5,124 45 4 49 6,354 39 42 40,903 11 191,052 28 1 29 231,955 25 26 Region III (Sacramento Area) TOTAL Saturday Service in 62 Offices Page 18 Region IV DEPARTMENT of MOTOR VEHICLES Average Wait Time by Field Office Month of September, 2019 Month of September, 2019 OFFICE ARVIN APPOINTMENT Cust Sep Top 20 Served NON-APPOINTMENT Queue Wait Time Cust Served Queue Wait Time 658 16 4,570 22 BAKERSFIELD 1,689 12 10,942 36 BAKERSFIELD SW OVERALL - Appt / Non-Appt PreQueue + Queue Queue Total Cust Pre-Queue Wait Served Wait (Non-Appt) Time Time 10 Queue & PreQueue Wait Time 22 5,228 21 21 46 12,631 33 41 1,444 12 11,616 36 - 36 13,060 33 33 BISHOP 144 8 1,516 28 - 28 1,660 26 26 CLOVIS 1,871 14 10,839 24 - 24 12,710 23 23 211 8 1,443 15 - 15 1,654 14 14 COALINGA DELANO FRESNO 615 10 5,027 23 - 23 5,642 21 22 3,221 17 19,304 35 - 35 22,525 33 32 FRESNO NORTH 1,878 17 7,604 41 - 41 9,482 36 36 HANFORD 1,166 14 6,720 25 - 25 7,886 23 23 LAKE ISABELLA 135 9 1,245 18 - 18 1,380 17 17 LOS BANOS 480 12 4,787 21 - 21 5,267 20 20 MADERA 842 15 6,057 27 - 27 6,899 26 26 MARIPOSA 438 14 1,233 28 - 28 1,671 24 24 MERCED 1,854 14 9,778 23 - 23 11,632 22 22 MODESTO 2,824 21 12,965 40 - 40 15,789 37 37 - 27 PORTERVILLE 856 19 5,162 28 REEDLEY 941 9 7,671 21 RIDGECREST 265 13 3,031 23 SHAFTER 501 11 4,915 20 TAFT 224 8 2,246 13 TULARE TURLOCK VISALIA Region IV (Central Valley) TOTAL 10 5 - 28 6,018 26 31 8,612 20 29 23 3,296 22 22 25 5,416 19 24 13 2,470 13 13 920 11 6,262 34 - 34 7,182 31 31 1,647 17 8,042 34 - 34 9,689 31 31 680 9 5,061 18 6 24 5,741 17 22 25,504 15 158,036 30 2 32 183,540 27 30 Saturday Service in 62 Offices Page 19 Region V DEPARTMENT of MOTOR VEHICLES Average Wait Time by Field Office Month of September, 2019 Month of September, 2019 APPOINTMENT NON-APPOINTMENT PreQueue + Queue Queue Total Cust Pre-Queue Wait Wait Served (Non-Appt) Time Time Cust Sep Top 20 Served Queue Wait Time ARLETA 2,438 17 14,144 47 - 47 16,582 43 43 GLENDALE 4,221 3 13,297 32 - 32 17,518 25 25 OFFICE Cust Served Queue Wait Time OVERALL - Appt / Non-Appt Queue & PreQueue Wait Time GOLETA 604 10 4,548 29 - 29 5,152 27 27 PACOIMA DLPC 694 15 6,563 40 - 40 7,257 37 38 48 2,303 14 7,301 59 - 59 9,604 48 HOLLYWOOD WEST HOLLYWOOD COLE 11 1,865 5 6,475 15 - 15 8,340 13 13 LANCASTER 4,400 17 16,651 37 - 37 21,051 33 33 696 15 4,595 35 - 35 5,291 32 32 NEWHALL LOMPOC 14 2,272 29 6,978 56 - 56 9,250 49 49 OXNARD 15 2,306 14 7,621 56 - 56 9,927 46 46 875 20 3,679 38 - 38 4,554 34 35 PASO ROBLES SAN LUIS OBISPO SANTA BARBARA 2,342 29 5,606 51 - 51 7,948 45 44 550 16 3,949 39 - 39 4,499 36 36 40 SANTA MARIA 1,635 13 5,968 48 - 48 7,603 40 SANTA MONICA 1,574 13 11,209 45 - 45 12,783 41 41 476 6 5,764 25 - 25 6,240 24 24 SANTA PAULA SIMI VALLEY 1,446 9 6,048 33 - 33 7,494 29 28 THOUSAND OAKS 1,414 13 9,466 36 - 36 10,880 33 33 VAN NUYS 1,171 13 18,939 41 - 41 20,110 39 39 VENTURA 1,889 9 8,928 39 - 39 10,817 34 34 WINNETKA 2,230 21 13,058 42 - 42 15,288 39 39 37,401 15 180,787 41 - 41 218,188 36 36 Region V (Northern Los Angeles/Coastal Area) TOTAL Saturday Service in 62 Offices Page 20 Region VI DEPARTMENT of MOTOR VEHICLES Average Wait Time by Field Office Month of September, 2019 Month of September, 2019 OFFICE BELL GARDENS APPOINTMENT Sep Cust Top 20 Served 3 BELLFLOWER COMPTON Queue Wait Time NON-APPOINTMENT Cust Served Queue Wait Time OVERALL - Appt / Non-Appt PreQueue + Queue Total Cust Queue Pre-Queue Wait Served Wait (Non-Appt) Time Time Queue & PreQueue Wait Time 2,907 26 12,038 79 - 79 14,945 68 69 4,172 14 15,965 40 - 40 20,137 34 35 3,081 12 10,657 42 - 42 13,738 35 35 3,560 27 12,249 52 - 52 15,809 46 46 CULVER CITY 19 EL MONTE 16 2,239 22 9,599 55 - 55 11,838 49 49 4 3,032 30 11,433 76 - 76 14,465 67 66 HAWTHORNE INGLEWOOD 1,649 14 10,332 39 - 39 11,981 36 36 LINCOLN PARK 2,880 15 10,845 49 - 49 13,725 42 42 - LONG BEACH 10 3,063 15 13,335 60 LOS ANGELES 2 3,915 32 13,448 64 19 16,398 51 52 17,363 56 72 MONTEBELLO 9 2,867 23 9,888 61 PASADENA 1 4,417 18 11,130 49 2,201 11 10,460 39 39 12,661 34 34 TORRANCE 7 2,885 23 8,152 54 13 67 11,037 46 56 WEST COVINA 8 3,818 24 13,427 65 - 65 17,245 56 56 3,042 16 13,488 46 - 46 16,530 40 41 49,728 20 186,446 54 58 236,174 47 50 SAN PEDRO WHITTIER Region VI (Los Angeles Area) TOTAL - 60 83 37 - 4 61 12,755 53 53 86 15,547 40 67 Saturday Service in 62 Offices Page 21 Region VII DEPARTMENT of MOTOR VEHICLES Average Wait Time by Field Office Month of September, 2019 Month of September, 2019 APPOINTMENT NON-APPOINTMENT OVERALL - Appt / Non-Appt PreQueue + Queue Queue Total Cust Pre-Queue Wait Wait Served (Non-Appt) Time Time Queue & PreQueue Wait Time 5,465 30 30 15,432 37 37 23,818 35 35 35 26,330 33 32 - 50 12,785 43 43 - 19 1,627 18 17 52 12,398 45 47 - 45 18,146 41 41 39 - 39 19,970 34 35 8,438 39 - 39 10,761 35 35 25 8,756 49 - 49 12,356 42 42 4,694 24 15,572 55 - 55 20,266 48 48 SAN BERNARDINO 3,779 11 13,592 34 - 34 17,371 29 29 SANTA ANA 3,550 15 18,345 41 - 41 21,895 37 37 713 20 3,258 68 73 3,971 59 63 VICTORVILLE 3,697 19 13,498 43 - 43 17,195 38 38 WESTMINSTER 3,657 18 19,263 51 - 51 22,920 45 46 51,084 18 211,622 43 - 43 262,706 38 38 Cust Sep Top 20 Served Queue Wait Time BARSTOW 1,227 15 4,238 34 - 34 COSTA MESA 2,978 17 12,454 42 - 42 FONTANA 5,014 13 18,804 41 - 41 FULLERTON 3,570 16 22,760 35 - LAGUNA HILLS 3,105 20 9,680 50 256 9 1,371 19 2,079 23 10,319 49 POMONA 3,403 21 14,743 45 RANCHO CUCAMONGA 3,439 15 16,531 REDLANDS 2,323 19 RIVERSIDE 3,600 OFFICE NEEDLES NORCO RIVERSIDE EAST STANTON DLPC Region VII (Orange County/Inland Empire) TOTAL 20 17 5 Cust Served Queue Wait Time 3 5 Saturday Service in 62 Offices Page 22 Region VIII DEPARTMENT of MOTOR VEHICLES Average Wait Time by Field Office Month of September, 2019 Month of September, 2019 OFFICE BANNING APPOINTMENT Cust Sep Top 20 Served NON-APPOINTMENT Queue Wait Time Cust Served Queue Wait Time OVERALL - Appt / Non-Appt PreQueue + Queue Queue Total Cust Pre-Queue Wait Wait Served (Non-Appt) Time Time Queue & PreQueue Wait Time 1,207 7 5,994 23 - 23 7,201 20 BLYTHE 153 2 1,401 6 - 6 1,554 6 20 6 BRAWLEY 539 8 4,476 15 - 15 5,015 15 14 CHULA VISTA 2,800 12 22,383 39 - 39 25,183 36 36 EL CAJON 2,260 10 16,288 35 - 35 18,548 32 32 EL CENTRO 1,086 6 6,095 15 - 15 7,181 14 14 HEMET 2,015 4 13,459 10 - 10 15,474 9 9 INDIO 1,801 10 7,085 19 - 19 8,886 17 17 32 OCEANSIDE 3,128 19 9,156 37 - 37 12,284 32 PALM DESERT 1,465 5 7,660 10 - 10 9,125 9 PALM SPRINGS 1,879 7 5,399 23 - 23 7,278 - 9 - POWAY 2,687 12 8,889 26 - 26 11,576 22 23 SAN CLEMENTE 1,552 10 7,242 37 - 37 8,794 32 32 35 SAN DIEGO CLAIREMONT 4,916 13 17,906 41 - 41 22,822 35 SAN DIEGO NORMAL 2,930 11 12,309 42 - 42 15,239 36 36 SAN MARCOS 3,066 17 15,124 37 - 37 18,190 33 34 SAN YSIDRO 2,105 8 13,463 28 - 28 15,568 26 25 TEMECULA 2,537 9 9,903 30 - 30 12,440 26 26 320 8 3,088 18 - 18 3,408 18 17 38,446 11 187,320 30 - 30 225,766 27 27 303,697 16 1,419,231 37 38 1,722,928 33 34 TWENTYNINE PALMS Region VIII (San Diego Area) TOTAL STATEWIDE TOTALS 1 Saturday Service in 62 Offices Page 23 Appendix SeptemberOutage Summary Snurce of Failure DMV Operations Number of Offices . . . . Impacted or Disrup?on Sm? Dme Rammed Normal Dme 11:?1 Repolled Issue DMV semces womumund DMV Operational Impact Direct Cause of Outage Resolution 2 Component Cause Slulew'de DMV Public website customerself?service applications were DMV Public Website and access to DMV Customer self- D'sruption to customer service and Increased Direct: Undetermined System recovered without performing slower than normal. service tools: Call Center call volumes. intervention. -Vehicle Registration Renewal -DriverLicer?se Renewal Other Undetermined Statewide Tue 09:03:2019 15:2? Tue 09:03:2019 15:45 0:18 -Peal ID Leam More -On-line forr?r?s -Address Change -Schedule Appointments Vendor Application Multiple FO Tue 09:03:2019 9:00 Tue 09:03:2019 10:00 1:00 Field Office Automated Document Automation Devices Document Authentication Devices used to process Drivers License and Identification Card Direct: Database deadlocks Database deadlocks released and were stuck on ?Initializing?. applications for Drivers License and Identification Cards. processing. impacted the performance of the service was restored. DocumentAuthentication Devices. Field Offices used established secondary review. Indirect: Root Cause Analys's reaue ted fromvendor Gemalto Vendor Application Single Office Thu 09:05:2019 10:40 Thu 09:05:2019 11:53 1:13 Field Office Automated Document Automation Devices Document Authentication Devices used to process Drivers License and Identification Card Direct: Database deadlocks Database deadlocks released and were intermittently unavailable. applications for Drivers License and Identification Card. processing. impacted the performance of the service was restored. DocumentAuthentication Devices. Field Offices used established secondary review. Indirect: Root Cause Analys's reaue ted fromvendor Gemalto Vendor Network Statewide Fri 09:06:2019 11:16 Fri 16:39 5:23 Field Office Self Service Kiosks Now Kiosks] d'splayed Statewide Kiosk Vehicles Reg'stration services. CustomerSelf?Service transactions: Direct: Vendor, ITI, experienced a Vendor manually cutover to Connectivity error message ?No communication with Vendor?and were - Vehicle registration renewal network outage. secondary circuit. non-functional. - File for planned nonoperation status DMV Website Self Service applications or Field Offices visit. - Pay vehicle registration suspension Indirect: Vendorsecondaryr failover reinstatement fee circuit not activated. - Submit an affidavit of non-use - Remove an ANU - Submit proof of insurance when requested by the Vehicle Irsurance Program Vendor Network Multiple FO Sat 09:03:2019 8:20 Sat 09:03:2019 13:30 9:10 Field Offices, Merced, Lodi, Modesto and Tracy lost Network All Field Office operations. All Field Office operations. Direct: PGSE power outage. The Connectivity Connectivity during Saturday offices hours. Field Offices outage impacted telecom provider, closed on Saturday: Jackson, Sonora, Stockton, Tur ock and ?No workaround Verizon, which caused the network San Andreas also lost Network Connectivity. connectivity outage. Vendor Undetermined DMV Website Sun 09:'15:'2019 16:02 Sun 09:'15:'2019 16:43 0:41 DMV Website Credit Card Payment processing slow. DMV Website Credit Card Payment processing. DMV Website customers were unable to Direct: Undetermined Service restored to normal. No complete credit card payments for online additional information provided by vehicles registration services. vendor. Vendor Change resulting in Statewide Mon 09:16:2019 6:30 Mon 09:16:2019 12:30 6:00 Field Office Automated Knowtedge Testing devices, Field Office customers were unable to use the AKTE devices Drivers License and Identification Card Direct: DMVVirus scanning process Updated virus scanning exclusion unanticipated Document Automation Devices and the Start Here to complete driver license forms and testing. The Field processing as wells as customerflow and incorrectly identified a system file as rules to prevent the required program ir?r?pact system were stuck on the windows logoscreen and did not Office technicians were unable to use DADs to verify queuing. a Potentially Unwanted Program and from being removed. Pushed the launch applications. In addition, the Field Office waiting identifications documents required for Drivers License and deleted the file from the impacted program to the impacted devices area dsplays could not d'splay queuing information used to Identification Card processes. Field Office technicians were devices. and rebooted the devices notify customers when a Field Office technician was unable to issue ticket numbers used to manage customer available. flow and queuing. ?Field Offices used established workarounds. Vendor Other Multiple FO Thu 09:?19:?2019 16:28 Fri 09:20:2019 15:15 23:4? Field Offices were unable to call DMV headquarters and Field Offices were unable to contact DMV headquarters Field Office complex drivers licerses and Direct: Failure in the long distance Telco provider repaired. other phone numbers in the 916 area codes. support units for to resolve complex drivers identification card applications as well as transport facility route to the licenses and identification card applications as well as vehicle reg'strations transaction processing Sacramento Telco ProviderTandem vehicle reg'strations transactions. was delayed until alternative headquarters Switch. support unit phone numbers, not in the 916 ?Field Office Division were provided 800 numbers as area code, were provided. alternatives to the direct 916 area code phone numbers for access to DMV headquarters support units. Vendor Configuration DMV Website Sat 09:21 :?2019 15:59 Sat 09:21:2019 18:20 2:21 DMV Website Electronic Driver License and Identification The EDL44 Electronic Driver License and Identification Card D'sruption to Customer Self-Service and Direct: Root cause analysis requested Vendor, F5 silverline, resolved the Card Application intermittently unavailable. Application was interr?r?ittently unavailable. Increased Call Center call volumes and Field from F5 Silverline issue and service was restored. Office vsits. ?No workaround. Page 24