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

South Coast Rail: Project of the Year Candidate posted on Oct 24

South Coast Rail: Project of the Year Candidate

The South Coast Rail project will be under consideration for the North American Project of the Year, specifically for job creation, at next week’s North American Strategic Infrastructure Leadership Forum in Washington, D.C.  The forum is hosted by the globally recognized firm CG/LA Infrastructure.  Aconex,   …Continue Reading South Coast Rail: Project of the Year Candidate

MBTA: Green Line Real-Time Tracking posted on Oct 23

MBTA: Green Line Real-Time Tracking

Today, the MBTA will begin providing real-time information on the Green Line for the first time in the line’s 117 year history. Real-time data on the location of Green Line trains will be fed to the dozens of MBTA real-time apps. This will mark the   …Continue Reading MBTA: Green Line Real-Time Tracking

RMV: Know Your Teen Driver Safety Facts posted on Oct 23

RMV: Know Your Teen Driver Safety Facts

The Registry of Motor Vehicles during National Teen Driver Safety Week reminds us that motor vehicle crashes are the #1 killer of teens. Parental involvement can help reverse that trend. Know the facts: 1. Parental Involvement Did you know? Parents who set, monitor, and enforce   …Continue Reading RMV: Know Your Teen Driver Safety Facts