RMV Move to MassPike Service Plaza Heralds MassDot Reform
Transportation agencies join together under Patrick Administration drive to improve customer service

Registrar Kaprielian with Michael Chesitis--Charlton's first customer.(Charlton, MA)-The Registry of Motor Vehicles today opened a new full service branch in Charlton heralding an innovative business model that's expected to improve service not only for RMV customers, but for all commuters who use the Commonwealth's transportation systems. The move from a privately-leased office in Southbridge to a rent-free facility at a MassPike rest stop saves the RMV leasing costs, offers licensing and registration service where drivers mass and opens the service plaza to the community.

Secretary James A. Aloisi Jr. said the RMV's new facilities strategy exemplifies one of the many goals included in reform legislation Governor Deval Patrick recently signed into law that will create a unified transportation agency by November 1, 2009.

"Our transportation agencies share a common goal to deliver quality customer service to all who use our roads, bridges, public transit systems and airports," said Aloisi. "By partnering facilities and best practices we can operate more cost effectively and be more accountable to our customers."

The RMV stands to save $1.7 million by closing nearly a dozen high-cost branches such as Southbridge and moving to vacant or under-utilized facilities owned or operated by the MassPike, Mass Highway, MBTA, Massport and other public agencies.

"In our battle against budget constraints, we are cutting one of the RMV's largest expenses so we can maintain more front line staff to service our customers," said Registrar Rachel Kaprielian. "And opening a branch where drivers stop for other MassPike services increases customer convenience."

"The new RMV branch not only utilizes a building that has sat vacant for three years, it also opens our service plaza to the community," said Jeffrey B. Mullan, Ex. Director of the MassPike. "RMV customers from neighboring cities and towns can access the plaza from a service road off Route 20, get a FastLane transponder and patronize our restaurants and shops while they are at it."

The RMV worked collaboratively with Mass Highway and the MassPike to implement a pedestrian and traffic management plan to ensure safe access to the Charlton service plaza. Four other RMV branches will also open in publicly-owned facilities including the MassPike's Natick service plaza that will offer express licensing and registration services.

To keep wait times reasonable, the RMV is introducing a series of measures to drive customers out of branch lines and into online services through the agency's upgraded website:

  • Self-service online kiosks offering routine transactions such as registration plate returns will be set up in some of the busier branches in September.
  • A partnership with community libraries will offer ways to help their patrons navigate the 18 transactions now available online from renewing a license to ordering a free FASTLANE transponder.

"Last year, we took 1.5 million people out of our "brick and mortar" branches and served them on the Internet, an increase of 23% in cyber traffic," said Registrar Kaprielian. "Still, a large portion of our customers can't or won't make the jump to cyberspace for a variety of reasons. But I envision the RMV of the not too distant future will be able to deliver all routine licensing, registration and titling online."

To improve customer service, the RMV has expanded online services over the past two years, including license, registration and title inquiries. To take advantage of RMV's online services visit: www.massrmv.com.

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