The MassDOT Registry of Motor Vehicles new ‘virtual hold’ service is a huge success for RMV customers, saving callers an estimated total of 1.8 million minutes since beginning on January 27. Virtual hold and the accompanying voice command menu allows customers contacting the call center at 857-DOT-8000 to conduct RMV business in their own words.
The virtual hold technology gives customers the choice of receiving a call back from the RMV instead of holding the line in a call queue. When a caller selects or speaks their business they need help with, an estimated wait time is given to the caller. The caller may then choose to wait or opt to be placed into an outbound queue to receive a call back from the RMV. To do so, customers punch their phone number into the system. When the service debuted at the call center on Monday, January 27, 80 percent of 857-DOT-8000 customers selected the call back option and offered positive reviews once their transaction was complete.
Due to staffing levels and service hours, there will be periods of time throughout the day when the virtual hold service is not available, but an estimated wait time is still provided to the customer. The system’s algorithm takes into account hours of operation, staffing levels, the average call time, and the number of call back requests already in the queue. This ensures only calls that can be returned the same day are given the call back option.
In addition to calling 857-DOT-8000, RMV customers are encouraged to perform their transactions online anytime at www.MassRMV.com.
MassDOT: Federal Emergency Management Agency Reimbursements posted on Feb 18
MassDOT has succeeded in recovering more than $21 million dollars from the Federal Emergency Management Agency (FEMA) in 2016 for past disaster events. These are reimbursements for MassDOT operations and logistics during past federal government disaster declarations and the reimbursements have been deposited into the …Continue Reading MassDOT: Federal Emergency Management Agency Reimbursements
MassDOT to Expand Pothole Tracking Program posted on Feb 17
MassDOT has announced that it is in the process of expanding its new, innovative pothole information program which was piloted in areas of Central and Western Massachusetts over the past year and includes an online MassDOT Potholes Dashboard that provides data to the public. This …Continue Reading MassDOT to Expand Pothole Tracking Program
Baker-Polito Administration Announces First Municipal Small Bridge Program Awards posted on Feb 16
Lieutenant Governor Karyn Polito, municipal leaders, and MassDOT officials today announced the first two awards through the Baker-Polito Administration’s Municipal Small Bridge Program. A ceremony was held in Lenox to award a total of $750,000 to the towns of Washington and Blandford for small bridge …Continue Reading Baker-Polito Administration Announces First Municipal Small Bridge Program Awards