2001 News Archive

Wait Times Dropping at Registry

Registrar of Motor Vehicles Dan Grabauskas announced that customer wait times statewide have been dropping as changes to improve customer service have been implemented and staff have been added to branches.. Last month 68% of all customers were served in less than 10 minutes, 87 in less than 20 minutes, and 95% in less than a half hour.

Current wait times compare extremely favorably to the average hour or longer that customers were waiting just 18 months ago.

"Reducing wait times has been our top priority," said Registrar Grabauskas. "People used to come to the Registry with their copy of War and Peace and now they can't even get through Green Eggs and Ham."

The Registry is able to monitor wait times more precisely since installing a state-of-the-art queuing system earlier this year, called Q-Matic. A greeter at the branch entrance gives the customer a ticket that is electronically issued by the Q-Matic system and provides an estimated waiting time. One of the biggest benefits of this technology is that managers in the branches and in our main Boston office can review this data and move staff to where they are most needed. This helps ensure proper staffing of particular branches which helps drive down delays.

The Cellucci/Swift Administration's "Registry Fix-it Bill" increased the Registry's funding enabling an increase in staffing levels, upgraded telephone and computer systems to create a more efficient operation, and the Q-Matic system.

Additionally, the Registry redesigned its website, massrmv.com, last year. Customers can now get duplicate licenses and Mass. IDs, renew registrations, obtain duplicate registrations, pay citations, change their address and order special plates at massrmv.com. These seven options available at massrmv.com represent hundreds of thousands of transactions that can now be completed online instead of in Registry branches, further reducing wait times.

Despite these positive results, Registrar Grabauskas cautioned, "I am very proud of the progress we have made to shorten lines at the RMV, but let there be no mistake; we still have work to do."

View Current Branch Wait Times

(See chart below for wait times at individual branches.)

Actual number of customers served June 2001
    Served in
less than
10 minutes

Served in
less than
20 minutes

Served in
less than
30 minutes
Served in
less than
40 minutes
Branch Office Total
Transactions
% Number % Number % Number % Number
Beverly 8,989 71 6354 89 1641 95 552 97 205
Brockton 15,241 76 11613 94 2725 98 687 99 187
Cambridge Mall 3,293 58 1923 80 700 91 367 97 204
Chicopee Closed                
Fall River 8480 57 4834 77 1685 89 1012 95 509
Framingham 11281 69 7764 92 2626 98 692 99 170
Greenfield 2614 80 2104 94 357 98 112 99 26
Hadley 6711 90 6041 99 610 99 58 99 2
Haverhill 4150 53 2211 79 1062 91 527 97 231
James St. 1001 92 924 98 57 99 12 99 1
Lawrence 12406 61 7567 84 2926 94 1202 97 388
Leominster 12412 54 6662 78 3014 92 1750 97 590
Liberty Tree 1541 80 1227 92 182 97 79 99 25
Lowell 13088 77 10152 92 1964 97 589 99 239
Melrose 11117 67 7444 89 2451 97 850 99 285
Milford 894 99 886 100 8        
N. Adams 2324 99 2304 99 18 100 2    
N. Attleborough 12100 79 9604 94 1839 98 368 99 185
Nantucket 1808 84 1529 96 210 99 51 100 13
New Bedford 8273 60 5005 91 2532 98 617 99 85
Oak Bluffs 1597 77 1239 93 252 98 82 100 21
Orleans 376 62 233 88 97 94 21 98 16
Pittsfield 6297 91 5734 99 497 99 49 100 16
Plymouth 8571 87 7429 97 873 99 188 99 43
Quincy 13743 82 11264 96 1954 99 474 99 31
Reading 11760 72 8489 91 2208 98 871 99 169
Roslindale 5082 40 2034 63 1193 80 865 90 484
Southbridge 4887 76 3729 93 811 98 238 99 78
Springfield 16826 62 10503 85 3743 96 1936 99 482
Taunton 4813 89 4266 99 515 100 32    
Washington St. 22550 57 12813 79 5136 91 2656 97 1382
Watertown 18894 59 11286 83 4394 94 2014 98 807
Worcester 16163 54 8735 77 3715 88 1740 93 855
Yarmouth 10443 61 6392 83 2310 95 1251 98 338
TOTALS 279,725   190294   54305   21944   8067
PERCENT   68.0%   19.4%   7.8%   2.9%  
ACC. PERCENT     68%   87%   95%   98%

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