Post Content

PlatesApril school vacation days next week are among the RMV’s busiest of the year.  In preparation, MassDOT today again encouraged customers to do their business online if possible and unveiled new tools to help customers who must visit a branch better understand wait-times to plan their branch business.

“At MassDOT we are striving to manage customer expectations to improve the overall customer experience. We have received positive feedback from our MBTA’s countdown clock project and the installation of real time travel information along Interstate 93,” said MassDOT Secretary & CEO Richard A. Davey. “Registry customers also deserve that level of transparency when it comes to branch wait-times.”

At all 30 branches, Registry Motor Vehicle Network screens are displaying average wait times, staffing levels and customer volume from the most recent month and how those figures compare with that month in the prior year.

Customer volume has increased across the board while staffing levels have decreased from 2012 to 2013. The result has been a slight uptick in average monthly wait times at most branches, while other branches have shaved minutes off their wait times through performance management and continued dedication from front line customer service representatives.

“This comparative information gives customers an honest look at our operations and holds us accountable,” said Registrar of Motor Vehicles Rachel Kaprielian. “Customer wait times are the Registry’s most important metric and in these lean fiscal times we are managing our resources effectively.” 

This month to month data supplements the existing wait ticket system, which cannot account for a complicated transaction taking place immediately ahead of you. Staffing levels have fallen from 331 last year to 307 currently.

Last year during April Vacation, the RMV served 57,258 customers who waited an average of 35 minutes.

More customers are turning to online transactions, where there is no wait. In March, customers performed a record of more than 24,000 license renewal transactions online on the Registry’s new website, www.MassRMV.com, which debuted in February. A typical month sees less than 22,000.

This week the Registry also used MassDOT Highway Division electronic message boards to help decrease branch traffic next week, with a message urging customers to visit www.MassRMV.com before visiting a branch.

Written By:

Recent Posts

MassDOT: Fourth Annual Safe Streets Smart Trips High School Video Contest posted on May 19

MassDOT: Fourth Annual Safe Streets Smart Trips High School Video Contest

MassDOT today announced the fourth annual statewide high school video contest – Safe Streets Smart Trips. The contest serves as an initiative within the Massachusetts Strategic Highway Safety Plan (SHSP) to promote safe walking, bicycling, and driving behaviors within the Commonwealth.  The contest began three   …Continue Reading MassDOT: Fourth Annual Safe Streets Smart Trips High School Video Contest

New Bedford: Massachusetts Freight Plan Open House posted on May 19

New Bedford: Massachusetts Freight Plan Open House

MassDOT is hosting the fourth Open House for the Massachusetts Freight Plan as follows: Wednesday, May 24, 4:00 PM to 5:30 PM, New Bedford Free Public Library, Meeting Room (3rd floor), 613 Pleasant Street, New Bedford MassDOT’s Freight Plan is a strategic planning document that   …Continue Reading New Bedford: Massachusetts Freight Plan Open House

MassDOT Environmental Priority: Endangered Species Habitat Preservation posted on May 19

MassDOT Environmental Priority: Endangered Species Habitat Preservation

Today, May 19, is Endangered Species Day, a day when many environmental organizations and government agencies recognize conservation efforts to protect endangered species and their habitats. The MassDOT Highway Division works hard to ensure compliance with State and Federal endangered species regulations to avoid, minimize   …Continue Reading MassDOT Environmental Priority: Endangered Species Habitat Preservation