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

MassDOT Announces Quaboag Connector Van Service Pilot posted on Mar 28

MassDOT Announces Quaboag Connector Van Service Pilot

MassDOT announced today that a new “Quaboag Connector” van transportation service is available for residents in the Quaboag Valley region which includes the towns of Belchertown, Brookfield, Hardwick, Monson, Palmer, Ware, Warren and West Brookfield. The curb-to-curb service has begun as a 12-month pilot that   …Continue Reading MassDOT Announces Quaboag Connector Van Service Pilot

Aeronautics: Baker-Polito Administration Awards Funding to Minute Man Air Field posted on Mar 28

Aeronautics: Baker-Polito Administration Awards Funding to Minute Man Air Field

The Baker-Polito Administration’s Department of Transportation (MassDOT) has announced an award of $850,000 to Minute Man Air Field in Stow for a project to make necessary repairs and reconstruction improvements. MassDOT Aeronautics Administrator Jeffrey DeCarlo joined State Representative Kate Hogan, elected and local officials, municipal   …Continue Reading Aeronautics: Baker-Polito Administration Awards Funding to Minute Man Air Field

Worcester: Belmont Street Bridge Opens posted on Mar 23

Worcester: Belmont Street Bridge Opens

MassDOT has announced that the Belmont Street Bridge that carries Route 9 over Interstate 290 in Worcester is now open to its permanent configuration. The bridge now features two eastbound lanes toward Shrewsbury, two westbound lanes toward Lincoln Square and a newly-added, left-turn lane through   …Continue Reading Worcester: Belmont Street Bridge Opens