MassDOT Registrar Rachel Kaprielian today announced that road tests can now be booked online at www.mass.gov/rmv. The newest customer convenience to the RMV online branch could help reduce the demand on the call center by approximately 260,000 callers a year. In the last 18 months, MassDOT RMV has made the online branch the busiest by adding a dozen new website transactions which resulted in 39% more customer traffic.
Callers who want to book a road test represent less than one percent of the 2.4 million calls RMV customer service agents answer a year. But the majority of those callers seek road tests during the summer, so the impact on the call center is expected to be immediate in reducing the time a caller has to wait on hold. In addition, MassDOT announced last week that 42 new customer service representatives will be added to front-line registry services which will include six new call center agents.
MassDOT RMV examiners conduct 2,500 road tests a week at 29 locations throughout the state. During a two week test launch of the new online feature, more than 1042 permit holders booked a road test through www.mass.gov/rmv. Those who prepay for the exam when they book online also save themselves a trip to an RMV branch once they’ve completed the road test.
MassDOT RMV Division serves more than 4.6 million drivers at 30 branch locations and online. In the past two years, the RMV has added more than a dozen internet transactions to the website enabling customers to apply online for a first time license or convert an out of state license and then schedule a branch appointment; renew a license, ID, and registration; order a driving record, police crash report and Fast Lane transponder; view the status of a license, registration, driver education certificate and title; sign up for a license renewal reminder and organ and tissue donation as well as cancel a registration plate.
MassDOT Board Approves Contract for 325 New MBTA Buses posted on Jun 29
The MassDOT Board of Directors today approved a contract for the manufacture and delivery of 325 new state-of-the-art replacement buses for the MBTA fleet. “This is a major step in the process in modernizing the MBTA’s bus fleet and provides an important resource for millions …Continue Reading MassDOT Board Approves Contract for 325 New MBTA Buses
Medford Cradock Bridge: I-93 Route 16 Westbound Ramp Closure posted on Jun 26
MassDOT is scheduled to close the I-93 Route 16 Westbound off ramp on Monday, June 29, at 7:00 AM to begin construction on the Cradock Bridge Project in Medford. The off ramp is scheduled to be closed for the duration of the project through approximately …Continue Reading Medford Cradock Bridge: I-93 Route 16 Westbound Ramp Closure
MassDOT Begins Phase 2 of Improvements Under I-93/Southeast Expressway posted on Jun 25
MassDOT announced a Notice to Proceed has been issued for the second phase of the Infra-Space 1 Project to redevelop state-owned property under the elevated portion of I-93/Southeast Expressway, between Albany Street and Frontage Road. The revitalized area is scheduled to include a 175-space surface …Continue Reading MassDOT Begins Phase 2 of Improvements Under I-93/Southeast Expressway