The department will use its Activity Based Costing Model to measure the cost to renew vehicle registrations. The department will be able to reduce the cost to renew by increasing the number of transactions that are completed through a preferred service.
Enterprise Priorities and Strategies
Initiative
Priority
Strategy
Transportation
Engagement
Guarantee that local governments and citizens play a meaningful role in transportation decision-making.
Associated Service Areas
Service Area Code
Service Area Name
60101
Customer Service Centers Operations
Targets and Baselines
Name
Date
Result
Note
Baseline
None
Short Target 2025
None
None
Long Target 2027
None
None
Baseline
None
None
Results
Year
Result
Note
2009
2010
2011
Beginning July 1, 2012, the calculation methodology was revised from quarterly average cost to an annual moving average cost in the current quarter, allowing seasonal short-term fluctuations and longer-term cycles in the time series data to be smoothed out.
2012
Beginning July 1, 2012, the calculation methodology was revised from quarterly average cost to an annual moving average cost in the current quarter, allowing seasonal short-term fluctuations and longer-term cycles in the time series data to be smoothed out.
2013
Beginning July 1, 2012, the calculation methodology was revised from quarterly average cost to an annual moving average cost in the current quarter, allowing seasonal short-term fluctuations and longer-term cycles in the time series data to be smoothed out.
2014
Beginning July 1, 2012, the calculation methodology was revised from quarterly average cost to an annual moving average cost in the current quarter, allowing seasonal short-term fluctuations and longer-term cycles in the time series data to be smoothed out.
2015
Beginning July 1, 2012, the calculation methodology was revised from quarterly average cost to an annual moving average cost in the current quarter, allowing seasonal short-term fluctuations and longer-term cycles in the time series data to be smoothed out.
2016
(1) Beginning July 1, 2012, the calculation methodology was revised from quarterly average cost to an annual moving average cost in the current quarter, allowing seasonal short-term fluctuations and longer-term cycles in the time series data to be smoothed out. (2) The average cost of vehicle registration renewals for the 3rd quarter may be revised following the full allocation of expenditures in the Commonwealth’s new accounting system.
2017
3.93
2018
4.30
2019
4.37
2020
4.26
Due to COVID, in-person renewals were not available during the last quarter of FY20. However, mail and internet renewal options remained available. Since in-person renewals are more expensive, the overall cost was driven down by the cheaper on-line or mail-in options.
2021
3.44
In reaction to the pandemic, DMV moved to an appointment system for its customer service centers (CSCs) and increased its capacity to process online and mail transactions. As a result, the number of registration renewal transactions conducted in CSCs dropped significantly as customers migrated to the other service channels. Since the cost to process a registration renewal transaction is much higher in CSCs when compared to mail or internet transactions, the agency experienced an overall decline in the average transaction cost.
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