Post Content

RMV- Boston Haymarket Branch, September 23, 2014Today, MassDOT Secretary & CEO Richard A. Davey and MassDOT Registrar of Motor Vehicles Celia J. Blue offered a 10 point promise to RMV customers. The reimagining effort comprises current, ongoing and future initiatives that the RMV has in development to better the Registry experience.

“We have re-imagined the RMV and are prepared to deliver improvements in the short term and for the next generation of drivers,” said Secretary Davey. “At the core of our ten point promise is the effort to diversify our service delivery channels,” said Secretary Davey.

“Our ten point promise is a commitment to our customers,” said Registrar Blue. “It will serve as a roadmap on our way to delivering extraordinary service.”

1. Encouraging you to make MassRMV.com your first stop every time – directing you to the most efficient service and adding new transactions, no wait for 35+ transactions today at MassRMV.com

2. Growing our customer service representative team – backfilling and hiring to serve our branch customers with the most complex transactions in a timely manner, exploring part-time positions to reduce the lunchtime crunch time

3. Professionalizing the frontline – Striving to deliver extraordinary customer service by developing employee performance standards, incentive programs and designing uniforms

4. Modernizing facilities & marrying transportation functions – improving existing facilities, designing new branches, prioritizing proximity to transit services and adding E-ZPass service centers

5. Renewing your photo on your own – deploying FasTrack self-service kiosks to allow customers in good standing to renew their license/ID on their own, leaving customer service reps to focus on more complex transactions

6. Meeting you where you are – continued pursuit and expansion of public private partnerships with industry partners like AAA, dealerships, driving schools, health care providers and insurance agents

7. Giving you back your time – saving customers millions of minutes by offering call back service and customer appointments at 857-DOT-8000

8. Answering questions & resolving customer issues in new ways – introducing online live chat, expanding our telephone self-service system at 857-DOT-8000

9. Delivering real time wait times to meet your schedule – procuring a new queuing system to help you manage your time and adding mobile app appointments

10. Modernizing our licensing & registration system – implementing a 360 degree customer view that will revolutionize how the public interacts with the RMV

Written By:

Tags:

Recent Posts

Massachusetts RMV Renews Over 163,000 Licenses & IDs Online During REAL ID Promotion posted on Sep 18

BOSTON – The Massachusetts Registry of Motor Vehicles (RMV) continues to encourage all eligible customers to renew their Standard Massachusetts driver’s license or Massachusetts ID card online at Mass.Gov/RMV in order to qualify for a free upgrade to a REAL ID credential in 2021. This   …Continue Reading Massachusetts RMV Renews Over 163,000 Licenses & IDs Online During REAL ID Promotion

Baker‐Polito Administration Awards Over $800,000 to Municipalities for Improvements to Road-Stream Crossings posted on Sep 14

Baker‐Polito Administration Awards Over $800,000 to Municipalities for Improvements to Road-Stream Crossings

BECKET – The Baker‐Polito Administration today announced $806,880 in grants to support culvert replacement projects that improve municipal roads and river health in communities across the Commonwealth. Provided by the Department of Fish and Game’s Division of Ecological Restoration (DER), the grants support projects that   …Continue Reading Baker‐Polito Administration Awards Over $800,000 to Municipalities for Improvements to Road-Stream Crossings

Public meeting scheduled for Statewide Exit Renumbering Project posted on Sep 11

BOSTON – The Massachusetts Department of Transportation (MassDOT) is announcing an upcoming virtual Public Information Meeting for MassDOT’s Statewide Exit Renumbering Project on Thursday, September 24 from 6:30 p.m., to 7:30 p.m. This project is converting all existing exit numbers on freeways to a milepost-based   …Continue Reading Public meeting scheduled for Statewide Exit Renumbering Project