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.
South Station Expansion: DEIR Comment Period Through December 24 posted on Dec 17
Posted by: Matthew Ciborowski, South Station Project Manager, MassDOT Office of Transportation Planning I was pleased to meet with more than 60 people who participated in an Open House and Hearing on the Draft Environmental Impact Report (DEIR) for the South Station Expansion project on …Continue Reading South Station Expansion: DEIR Comment Period Through December 24
“License to Learn” at RMV Supports Early Education posted on Dec 16
The Patrick Administration today turned MassDOT’s Registry of Motor Vehicles Boston location into a “Brain Building Zone” to promote the power of engaging parent-child interactions in building children’s literacy through everyday moments. The RMV, Department of Early Education and Care (EEC), and United Way of …Continue Reading “License to Learn” at RMV Supports Early Education
MassDOT Seeks Interested Parties for New Parking Facility under I-93 posted on Dec 16
MassDOT issued a Request for Information (RFI) for the new Infra Space facility known as Lot 5, located beneath a large elevated portion of I-93 in Boston. Lot 5 will be constructed by MassDOT in 2015 and will consist of a 175-space surface parking lot, …Continue Reading MassDOT Seeks Interested Parties for New Parking Facility under I-93