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.
Thanksgiving: Travel Safely! posted on Nov 24
MassDOT encourages Thanksgiving holiday travelers to check the latest winter weather forecast and plan ahead with the high volume of traffic on our highways and at Boston Logan International Airport expected this year. Highways are typically busiest on the Tuesday and Wednesday before and on …Continue Reading Thanksgiving: Travel Safely!
South Coast Rail: Bridge Replacements Move Forward posted on Nov 24
Governor Deval Patrick today joined Acting MassDOT Secretary and CEO Frank DePaola and local officials to announce a contract award for the replacement of four bridges in New Bedford and Fall River along the future South Coast Rail Line. The improvements will advance South Coast …Continue Reading South Coast Rail: Bridge Replacements Move Forward
I-495 Highway Safety Program Announced posted on Nov 20
MassDOT and the Massachusetts State Police announced the establishment of a new Highway Safety Corridor Program for I-495 through the towns of Chelmsford, Westford, Littleton, Boxborough, Bolton, and Berlin. The program posts public safety signs that read, “Highway Safety Corridor / Laws Strictly Enforced” at …Continue Reading I-495 Highway Safety Program Announced