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rmv_logoThe Massachusetts Registry of Motor Vehicles (RMV) today announced that three of its initiatives will be receiving awards from the American Association of Motor Vehicle Administrators (AAMVA) at the AAMVA Regional Conference in May.

“We are proud of the work by the Registry management team, branch office supervisors, and other employees for their efforts to provide excellent customer service throughout the Commonwealth,” said Registrar Erin Deveney. “We have made many efficiency improvements during the last two years especially, thanks to ideas from the staff and public and with the implementation of new technology.  We are grateful that our deliberate strategies to make customer service improvements have been recognized by the AAMVA.”

The awards the RMV will be receiving are as follows:

  • Regional Community Service Award for workshops called:  “Is Real ID Right for Me?”
  • Regional Improvement Through Efficiencies Award for the Test Kitchen Recipe Book
  • International and Regional Fraud Prevention and Detection Security Award for Permit Fraud Take Down

AAMVA’s awards program fosters a tradition of excellence in the motor vehicle and law enforcement community by honoring individuals, teams, and organizations that have committed their time and resources to safety initiatives, outstanding customer service, and public affairs and consumer educational programs throughout North America.

The RMV’s Real ID Community Outreach Campaign “Is Real ID Right for Me” workshop, which launched in 2018, is an educational, interactive workshop that provides older adults and people with disabilities an opportunity to learn about the Real ID credential requirements and the new federal and state document requirements for obtaining and renewing driver’s licenses and identification cards.

The “Test Kitchen Recipe Book” is a best practices guide for RMV Service Centers to reduce wait times and improve the RMV experience for customers and staff members. The team behind the guide was formed in response to dramatic increases in wait times following the implementation of the RMV’s new system and Real ID and spent months observing customer flow and staff issues to develop the “Test Kitchen Recipe Book.”

The RMV’s permit and fraud take down efforts began in 2018 and combined customer service, security, vendor, and law enforcement resources to identify, prevent, and prosecute rings of individuals fraudulently taking learner’s permit tests. The take down effort resulted in criminal charges against five individuals, led to fifteen administrative driver’s license suspensions, and to continued efforts to catch fraud.

AAMVA is a nonprofit organization developing model programs in motor vehicle administration, law enforcement and highway safety. The association also serves as an information clearinghouse in these areas and acts as the international spokesman for these interests. In addition, their programs encourage uniformity and reciprocity among states and provinces.

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