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

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:


Recent Posts

MassDOT, MAPFRE Insurance: Tips for Night Time Driving posted on Jan 21

MassDOT, MAPFRE Insurance: Tips for Night Time Driving

Winter driving is not only challenging due to icy and snowy conditions. It is also dark for more hours of the day than it is light. With up to nearly 15 hours per day in darkness, it’s dark during part of the morning and evening   …Continue Reading MassDOT, MAPFRE Insurance: Tips for Night Time Driving

Weekend Winter Weather Advisory posted on Jan 18

Weekend Winter Weather Advisory

MassDOT is advising the public that the National Weather Service is predicting that snow will develop across the state from west to east on Saturday afternoon. Snowfall is expected to be heaviest across the northwestern part of the state, where several inches are possible. The   …Continue Reading Weekend Winter Weather Advisory

Holiday Weekend Travel, Services Advisory posted on Jan 17

Holiday Weekend Travel, Services Advisory

During the Martin Luther King Jr. holiday weekend, MassDOT is reminding the public to be alert while traveling, aware of holiday work restrictions and mindful of roadway conditions. “Drivers traveling throughout this holiday weekend are reminded to focus on getting to their destinations safely,” said   …Continue Reading Holiday Weekend Travel, Services Advisory