Report for Question 25.xlsx
XLSX spreadsheet 18 KB Posted
- Attached to
- Contract RFP/SC-SBE NJ|25-TELE-121890
- Contract number
- 25-TELE-121890
- Issued by
- New Jersey
About this file
This document is a service performance report generated on March 19, 2025, detailing operational metrics for a state government agency's customer service operations during the period of March 18, 2025, from 8:00 AM to 10:00 PM. The report covers all branches, service types, queues, service points, and staff members across the organization using Report Version 2.1.0.
The report presents comprehensive service delivery metrics across 31 distinct service categories, including Driver License services, Registration and Title services, Real ID processing, and specialized administrative functions. During the reporting period, the agency processed 19,820 total customer transactions with 18,239 completed services, achieving a 92% service completion rate and 1.9% no-show rate. Average customer waiting time was 7 minutes 46 seconds, with maximum wait times reaching 39 minutes. Performance varied by service type, with Driver License Express achieving 93.3% completion and Testing-In Progress achieving 99% completion. The Driver License and Real ID services represented the highest volume categories with 3,034 and 3,046 transactions respectively. Overall, 10,423 customers were served before experiencing service level exceedance, while 8,214 customers exceeded established service level thresholds, representing a 41.4% service level exceedance rate across the agency.
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Other files
| File | Type | Posted |
|---|---|---|
| T2970 Amendment 2 4.15.2025.pdf | ||
| T2970 Bid Solicitation Final~1.docx | DOCX document | |
| BAFO State Supplied Price Sheet Final~1.xlsx | XLSX spreadsheet | |
| Countersigned OandA redacted~1.pdf | ||
| T2970 Award Summary.pdf | ||
| ATTACHMENT 1 State of New Jersey Standard Terms and Conditions 2.8.2024 2.11.2025.pdf | ||
| Copy of Report for Question 24.xlsx | XLSX spreadsheet | |
| Question 26 Table_Redacted.pdf |
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Text version
report for question 25
| March 19, 2025 @ 12:23 | ||||||||||||||||
| Service Summary | ||||||||||||||||
| Removed customers are not included. | ||||||||||||||||
| Customer transactions | Transaction time | Waiting time | ||||||||||||||
| Service | Arrived | Served | % | No Shows | % | Workload | Average | Max | < SL | > SL | % | Average | Max | |||
| Agency Special Services | 182 | 161 | 88.40% | 11 | 6% | 14:41:30 | 0:05:28 | 0:57:40 | 142 | 30 | 16.40% | 0:08:07 | 3:33:59 | |||
| Agency Supervisor | 449 | 411 | 91.50% | 20 | 4.40% | 30:14:22 | 0:04:24 | 0:40:55 | 386 | 45 | 10% | 0:08:45 | 2:38:06 | |||
| Driver License | 3,034 | 2,541 | 83.70% | 91 | 2.90% | 483:35:58 | 0:11:29 | 1:37:30 | 1,298 | 1,338 | 44.10% | 0:29:54 | 5:00:00 | |||
| Driver License Express | 941 | 878 | 93.30% | 24 | 2.50% | 164:34:17 | 0:11:15 | 1:01:30 | 365 | 538 | 57.10% | 0:30:07 | 3:40:18 | |||
| Dropoff | 152 | 144 | 94.70% | 0 | 0% | 22:51:54 | 0:09:39 | 1:58:37 | 134 | 10 | 6.50% | 0:02:19 | 1:08:20 | |||
| DTC Special Services | 502 | 422 | 84% | 11 | 2.10% | 38:45:58 | 0:05:32 | 0:48:45 | 354 | 79 | 15.70% | 0:08:45 | 2:22:50 | |||
| !ex License | 93 | 89 | 95.60% | 0 | 0% | 3:22:12 | 0:02:16 | 0:10:36 | 15 | 74 | 79.50% | 0:14:42 | 1:42:56 | |||
| !EX License Express | 694 | 691 | 99.50% | 1 | 0.10% | 9:24:03 | 0:00:49 | 0:23:15 | 269 | 423 | 60.90% | 0:18:02 | 1:34:01 | |||
| !EX License Express (No Phone) | 36 | 36 | 100% | 0 | 0% | 0:12:06 | 0:00:20 | 0:01:33 | 36 | 0 | 0% | 0:00:07 | 0:02:34 | |||
| !ex License RTO | 185 | 121 | 65.40% | 0 | 0% | 14:34:09 | 0:07:13 | 0:18:09 | 37 | 84 | 45.40% | 0:37:15 | 2:17:21 | |||
| !EX License Standard | 915 | 911 | 99.50% | 3 | 0.30% | 42:31:00 | 0:02:48 | 0:56:14 | 439 | 475 | 51.90% | 0:24:51 | 2:15:21 | |||
| !EX License Standard (No Phone) | 14 | 14 | 100% | 0 | 0% | 1:56:04 | 0:08:17 | 0:16:35 | 9 | 5 | 35.70% | 0:09:43 | 0:42:00 | |||
| !ex NO PHONE License | 211 | 204 | 96.60% | 1 | 0.40% | 6:30:18 | 0:01:54 | 0:20:19 | 27 | 178 | 84.30% | 0:19:10 | 1:18:47 | |||
| !ex NO PHONE License RTO | 64 | 64 | 100% | 0 | 0% | 3:40:16 | 0:03:26 | 0:16:49 | 10 | 54 | 84.30% | 0:32:33 | 1:06:45 | |||
| !ex NO PHONE Regional | 1 | 1 | 100% | 0 | 0% | 0:00:10 | 0:00:10 | 0:00:10 | 1 | 0 | 0% | 0:00:00 | 0:00:00 | |||
| !EX Real ID | 599 | 554 | 92.40% | 8 | 1.30% | 35:59:34 | 0:03:54 | 1:31:23 | 321 | 241 | 40.20% | 0:09:36 | 1:25:44 | |||
| !EX Real ID (No Phone) | 31 | 30 | 96.70% | 1 | 3.20% | 5:27:40 | 0:11:17 | 0:39:24 | 7 | 24 | 77.40% | 0:17:21 | 1:00:40 | |||
| !Ex Regional | 599 | 600 | 100.10% | 9 | 1.50% | 114:43:24 | 0:11:32 | 1:38:34 | 196 | 414 | 69.10% | 0:16:34 | 2:07:38 | |||
| !ex Registration | 43 | 42 | 97.60% | 0 | 0% | 0:37:14 | 0:00:53 | 0:09:08 | 41 | 1 | 2.30% | 0:00:28 | 0:19:44 | |||
| !ex Testing | 3 | 1 | 33.30% | 0 | 0% | 0:00:19 | 0:00:19 | 0:00:19 | 1 | 0 | 0% | 0:02:24 | 0:02:24 | |||
| Hearing Conference | 8 | 8 | 100% | 0 | 0% | 4:03:28 | 0:30:26 | 1:14:53 | 7 | 1 | 12.50% | 0:26:40 | 1:55:12 | |||
| License Review Unit | 100 | 77 | 77% | 2 | 2% | 20:15:08 | 0:16:25 | 1:44:18 | 64 | 15 | 15% | 0:35:30 | 5:45:49 | |||
| New Registrations & Title | 3,333 | 3,210 | 96.30% | 74 | 2.20% | 495:40:31 | 0:09:20 | 1:27:59 | 2,007 | 1,282 | 38.40% | 0:14:45 | 6:23:16 | |||
| PWAD Placard/Plate | 241 | 208 | 86.30% | 9 | 3.70% | 25:18:01 | 0:07:20 | 0:46:01 | 199 | 19 | 7.80% | 0:06:48 | 8:03:47 | |||
| Real ID | 3,046 | 2,684 | 88.10% | 49 | 1.60% | 561:58:36 | 0:12:37 | 1:31:18 | 1,372 | 1,364 | 44.70% | 0:21:40 | 6:03:29 | |||
| Regional Abstract | 63 | 61 | 96.80% | 2 | 3.10% | 7:42:17 | 0:07:34 | 0:29:06 | 59 | 4 | 6.30% | 0:05:07 | 0:33:29 | |||
| Regional Intake | 625 | 532 | 85.10% | 10 | 1.60% | 100:25:20 | 0:11:22 | 1:42:22 | 300 | 242 | 38.70% | 0:29:38 | 6:06:05 | |||
| Regional Services | 9 | 7 | 77.70% | 0 | 0% | 0:44:44 | 0:07:27 | 0:54:13 | 6 | 1 | 11.10% | 0:12:24 | 1:13:36 | |||
| Registration Renewal/Duplicate | 1,123 | 1,065 | 94.80% | 41 | 3.60% | 79:23:20 | 0:04:29 | 1:16:46 | 906 | 201 | 17.80% | 0:07:46 | 5:32:19 | |||
| Testing-In Progress | 862 | 854 | 99% | 1 | 0.10% | 3:25:00 | 0:00:14 | 0:16:46 | 91 | 764 | 88.60% | 0:39:00 | 2:59:49 | |||
| Written Exam | 1,662 | 1,618 | 97.30% | 14 | 0.80% | 61:29:54 | 0:02:17 | 1:29:31 | 1,324 | 308 | 18.50% | 0:09:25 | 2:12:03 | |||
| Totals | 19,820 | 18,239 | 92% | 382 | 1.90% | 2354:08:47 | 10,423 | 8,214 | 41.40% | |||||||
| Averages | 639.3 | 588.3 | 12.3 | 75:56:24 | 0:07:46 | 336.2 | 264.9 | 0:18:24 | ||||||||
| Max | 3,333 | 3,210 | 91 | 561:58:36 | 0:30:26 | 1:58:37 | 2,007 | 1,364 | 0:39:00 | 8:03:47 | ||||||
| Report settings | ||||||||||||||||
| Selected date intervals | Time Period | |||||||||||||||
| 2025-03-18 - 2025-03-18 | 8:00 - 22:00 | |||||||||||||||
| Branch: | All Selected | |||||||||||||||
| Service: | All Selected | |||||||||||||||
| Queue: | All Selected | |||||||||||||||
| Service Point: | All Selected | |||||||||||||||
| Staff: | All Selected | |||||||||||||||
| Report Version 2.1.0 | 1-Jan |
File details come from the government source that posted it. Updated .