Patrick-Murray Administration Unveils First RMV Interactive Web Service
New online experience makes it easier to get a new license at branches

(Springfield, MA) - Massachusetts Department of Transportation (MassDOT) officials today launched a new interactive web experience for Registry of Motor Vehicle customers at the Springfield branch where the service was first piloted. First-time drivers and new residents who want to convert their out-of-state license can now pre-stage their permit or new license application online at www.massrmv.com. The program is expected to speed up the time it takes to process new license transactions and eliminate repeat visits to branches.

"This is an important milestone for the RMV because new license transactions can't be done online and drive the wait times at most branches," said MassDOT Secretary & CEO Jeffrey B. Mullan. "Using new technology to deliver more efficient government service is just the kind of reform you'll be seeing a lot more of from MassDOT divisions."

The program takes the applicant through the new license process then prints a completed application that's tailored by their responses to a series of questions. The applicant also receives a check list of necessary documents to bring to a branch. In an RMV customer survey last October, 18% of respondents said their license transaction couldn't be completed in one branch visit because of problems with their documents, 13% reported they were back for a second visit to get a new license.

"You would be amazed at the number of permit or new license applicants who do not bring sufficient identity documents with them," said Registrar Rachel Kaprielian. "Proving identity is a tedious, rule-based process that this online tool will make easier and less time-consuming and better prepare applicants to get a permit or new license and that will benefit all our customers.

The RMV also plans on implementing several future stages of the new program that are expected to significantly improve customer traffic at branches. The second phase will make branch appointments available to customers who pre-stage their license applications. The third stage will enable customers to pre-stage almost all other license transactions from license renewals to ordering a duplicate license while the final stage will offer website customers the chance to view more detailed information about why a license can't be renewed because of unpaid parking tickets or suspensions.

MassDOT's RMV division serves more than 4.7 million licensed drivers and handles 5.9 million vehicles. In the last two years, 11 new services have been added to the RMV website virtual branch which now conducts 1.8 million transactions a year.

Through transportation reform promoted by the Patrick-Murray Administration, the RMV division has saved hundreds of thousands of dollars by consolidating RMV office space and use of rent-free locations for new express branches.

For transportation news and updates visit the MassDOT blog at www.mass.gov/blog/transportation or follow MassDOT on Twitter at www.twitter.com/massdot.

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