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.
Worcester: Blackstone Gateway Visitor Center Project Advances posted on Feb 25
MassDOT has announced that it is continuing to move forward with the project to construct the Worcester Blackstone Gateway Visitor Center and the adjacent multi-use path in the City of Worcester. A Notice to Proceed (NTP) was recently awarded for Phase II of this project …Continue Reading Worcester: Blackstone Gateway Visitor Center Project Advances
I-90 Toll Plaza Demolition Construction Updates posted on Feb 24
The MassDOT I-90 Toll Demolition and Road Reconstruction Project continues with work at all 23 locations trending on or ahead of schedule. Each work location has its own unique traffic management and construction management plans. All work is contingent upon the weather. Please check the …Continue Reading I-90 Toll Plaza Demolition Construction Updates
MassDOT Freight Plan Second Open House Set posted on Feb 22
MassDOT is hosting the second Open House for the Massachusetts Freight Plan as follows: Thursday, March 9, 4:00 PM to 5:30 PM, The Conference Center at Bentley University, Room 325ABC (Third Floor), 175 Forest Street, LaCava Campus Center #300, Waltham The second Freight Advisory Committee …Continue Reading MassDOT Freight Plan Second Open House Set