Question 26 Table_Redacted.pdf

This is a Service Summary Report (Version 2.1.0) dated March 18, 2025, covering the performance metrics of a state or local agency's service operations during the specified reporting period from 8:00 AM to 10:00 PM. The report analyzes data across all selected branches, services, queues, service points, and staff, tracking customer transaction statistics and service delivery performance across 40 distinct service categories.

The report documents customer transaction volumes, service completion rates, wait times, and transaction processing times across services including Driver License operations, License Registrations, Real ID processing, IEX (Identity Express) services, DTC Special Services, PWAD Placard/Plate issuance, and various testing and regional services. Aggregate data shows 19,820 customer arrivals with 18,239 customers served (92% service rate), 382 no-shows (1.9%), and a total workload of 2,354 hours and 8 minutes across all services. The report indicates that 10,423 customers experienced wait times exceeding service level agreements while 8,214 customers were served within established service level targets, reflecting a 41.4% compliance rate for waiting time performance. Average transaction time across all services was 7 minutes and 46 seconds, with maximum transaction times reaching 1 hour and 58 minutes for Driver License services.