Post Content

In anticipation of the annual summer increase in customers at the MassDOT Registry of Motor Vehicle branches, Secretary and CEO Jeffrey Mullan and Registrar Rachel Kaprielian today unveiled three measures expected to reduce wait times for registry services.

Due to the millions in savings already realized from the historic transportation reforms underway, MassDOT is taking immediate steps to put 42 additional customer service representatives behind front-line branch counters and train 37 college interns to handle license and registration renewals in branches.  In addition, after a successful pilot program it will move to permanently open three new branches in AAA Southern New England offices with Saturday hours.

In the last 18 months, MassDOT RMV has made the online branch the busiest by adding a dozen new transactions to the website which resulted in 39% more customer traffic. Three of the busiest RMV branches now feature self-help kiosks dedicated to plate returns and cancellations. At the Springfield branch, first-time drivers and those looking to convert their out of state license can now schedule appointments after completing the paperwork online—a service that will be expanded to other select branches by the end of the year.

While these initiatives helped take 150,000 customers out of RMV branch lines last year, it is not enough to keep up with the increasing demand for registry services during historically high volume times. It is expected that adding counter staff and interns will help branches process transactions more efficiently and reduce wait times. 

The RMV also piloted a year-long program with AAA in which basic license and registration renewal services were offered to the Association’s 2.3 million Massachusetts members at two of their offices in Worcester and Newton. By July 1, the RMV anticipates expanding the service to three AAA offices in Worcester, Plymouth and Framingham bringing back Saturday hours.

MassDOT's RMV division serves more than 4.7 million licensed drivers and handles 5.9 million vehicles. Visit the RMV virtual branch online.

Written By:

Recent Posts

Boston: I-90 Back Bay Ramps, Bowker Overpass Study Meeting posted on Oct 1

Boston: I-90 Back Bay Ramps, Bowker Overpass Study Meeting

MassDOT is conducting the Massachusetts Turnpike – Boston Ramps Study.  The purpose of the study is to investigate the potential for new or revised access to and from the regional express highway network using the Massachusetts Turnpike, Interstate 90, along the segment between Commonwealth Avenue   …Continue Reading Boston: I-90 Back Bay Ramps, Bowker Overpass Study Meeting

Governor Patrick Announces New Commuter Rail Station in Allston posted on Sep 30

Governor Patrick Announces New Commuter Rail Station in Allston

Governor Deval Patrick today joined MassDOT Secretary Richard Davey, Boston Mayor Martin Walsh and state and local officials to announce that the I-90/Massachusetts Turnpike Allston Interchange Improvements project will include a new Commuter Rail stop, with pedestrian and bike access, that will allow for increased   …Continue Reading Governor Patrick Announces New Commuter Rail Station in Allston

MBTA Ridership: 7th Consecutive Monthly Increase posted on Sep 29

MBTA Ridership: 7th Consecutive Monthly Increase

MBTA General Manager Beverly Scott says the modest fare increase that took effect July 1st has done nothing to interrupt the streak of consecutive months in which MBTA ridership has increased. “August marked the seventh straight month of growth in ridership,” said GM Scott. Weekday   …Continue Reading MBTA Ridership: 7th Consecutive Monthly Increase