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, MAPFRE Insurance Reminder: Child Passenger Safety posted on Sep 25

MassDOT, MAPFRE Insurance Reminder: Child Passenger Safety

September is an incredibly busy time for parents, no matter the age of their children. Whether returning to school virtually, or on a hybrid schedule, it can be difficult and overwhelming to prepare for and adjust to this “new normal” education. Despite these added difficulties,   …Continue Reading MassDOT, MAPFRE Insurance Reminder: Child Passenger Safety

MassDOT Announces Seventh Annual Safe Streets Smart Trips High School Video Contest posted on Sep 25

BOSTON – The Massachusetts Department of Transportation (MassDOT) is pleased to announce that the seventh annual statewide high school video contest, Safe Streets Smart Trips, will begin on Monday, September 28, 2020. The contest serves as an initiative within the Massachusetts Strategic Highway Safety Plan   …Continue Reading MassDOT Announces Seventh Annual Safe Streets Smart Trips High School Video Contest

RMV Extends Designated Appointment Hours for Customers 75 Years of Age or Older to Additional Locations Through October posted on Sep 24

BOSTON – The Massachusetts Registry of Motor Vehicles (RMV) is announcing that it is extending designated Wednesday appointment hours for customers 75 years of age or older into October and to additional Service Center locations. This new customer service option began successfully in early September at   …Continue Reading RMV Extends Designated Appointment Hours for Customers 75 Years of Age or Older to Additional Locations Through October