|Submitted||Nov. 2, 2019|
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To Whom It May Concern:
Pursuant to the California Public Records Act, I hereby request the following records:
Information describing the tasks customers carry out at the California DMV, and the employees able to assist them with those tasks, which will be used by university researchers to model the flow of customers at California DMV field offices. This specifically includes the following four items:
(1) A list of tasks that customers can perform at a California DMV field office. Such tasks probably include taking a driving test, filing a change of address form, taking a photo, etc. If a visit requires interacting with multiple DMV employees, there should be a separate task for each employee. For example, a visit to obtain a driver's license for the first time might include a test task, a photo task, and a counter paperwork task, since the customer needs to work with a different employee to carry out each of the three tasks.
(2) The total number of employee-hours available to customers at DMV field offices, broken down by the tasks you identify in (1) that the employees are able to fulfill. This does not need to include non-customer-facing employees, since they are not carrying out any of the tasks from (1). The number of employee hours can be over whichever time period makes it easiest for you to respond to the request. An example response might look like this: in calendar year 2018, there were 20,000 employee hours of employees who can process both tests and renewals, 15,000 employee hours of employees who can process tests and pictures, and 25,000 employee hours of employees who can only process change-of-address, etc. The goal is to understand how many employees the DMV has available to serve customers, and which task(s) each employee is able to carry out.
(3) The average service time needed to carry out each of the tasks you identify in (1). For example, it might take an average of 2 minutes to process a change-of-address form, but 5 minutes to take a photo.
(4) The number of customers requesting each of the tasks you identify in (1), over the same time period you use in (2). For example, it might be that in calendar year 2018, 10,000 customers came in to take a written test, and 20,000 came in to take a photo. If a customer came in to do both, they should be counted to both.
Important note: the request does NOT need any personal information, like the names of any DMV employees.
The requested documents will be made available to the general public, and this request is not being made for commercial purposes.
In the event that there are fees, I would be grateful if you would inform me of the total charges in advance of fulfilling my request. I would prefer the request filled electronically, by e-mail attachment if available or CD-ROM if not.
Thank you in advance for your anticipated cooperation in this matter. I look forward to receiving your response to this request within 10 calendar days, as the statute requires.
To Whom It May Concern:
I wanted to follow up on the following California Public Records Act request, copied below, and originally submitted on Nov. 2, 2019. Please let me know when I can expect to receive a response.
Thanks for your help, and let me know if further clarification is needed.
The response was mailed on Friday, 11/8, to:
DEPT MR 82815
411A Highland Ave
Somerville, MA 02144-2516
Michael Rand, Attorney
Department of Motor Vehicles
Legal Affairs Division
Tel: (916) 657-6469
Fax: (916) 657-6243
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