Patrick-Murray Administration Leverages New Services to Reduce Lines at RMV Branches
Three AAA offices to open, reform savings allow for more front-line staff

(Boston-May 14, 2010) - In anticipation of the annual summer increase in customers at the Massachusetts Department of Transportation (MassDOT) Registry of Motor Vehicle branches, Secretary and CEO Jeffrey B. Mullan and Registrar Rachel Kaprielian today unveiled three measures that are expected to reduce wait times for registry services.

Due to the millions in savings already realized from the historic transportation reforms underway, MassDOT is taking immediate steps to put 42 additional customer service representatives in front-line service positions and train 37 college interns to handle license and registration renewals in branches. In addition, after a successful pilot program it will move to permanently open three new branches in AAA Southern New England offices with Saturday hours.

"Thanks to the hundreds of millions in savings we've generated through Governor Patrick's transportation reforms we are now able to redirect that money to invest in fixing our roads and bridges and in strengthening customer service," said MassDOT Secretary and CEO Jeffrey B. Mullan.

"All of our efforts to improve customer service, up to this point, have been in making our operations more efficient and expanding our online services," said Registrar Rachel Kaprielian. "Rebuilding the front-line staff that we lost in the last year will allow us to address the challenges of more demand that is historically created by our summer customers."

In the last 18 months, MassDOT RMV has made the online branch at the busiest by adding a dozen new transactions to the website which resulted in 39% more customer traffic. Three of the busiest RMV branches now feature self-help kiosks that are dedicated to plate returns and cancellations. At the Springfield branch, first-time driver's and those looking to convert their out of state license can now schedule appointments after completing the paperwork online-a service that will be expanded to other select branches by the end of the year.

While these initiatives helped take 150,000 customers out of RMV branch lines last year, it is not enough to keep up with the increasing demand for registry services during historically high volume times. It is expected that adding counter staff and interns will help branches process transactions more efficiently and bring wait times down. RMV customer service employees are represented by SEIU-NAGE.

The RMV also piloted a year-long program with AAA in which basic license and registration renewal services were offered to the Association's 2.3 million Massachusetts members at two of their offices in Worcester and Newton. By July 1, the RMV anticipates expanding the service to three AAA offices in Worcester, Plymouth and Framingham bringing back Saturday hours.

MassDOT's RMV division serves more than 4.7 million licensed drivers and handles 5.9 million vehicles. For transportation news and updates, visit the MassDOT blog at or follow MassDOT on Twitter at


Printer icon, opens print window Print This Page

Translation Disabled  | Translation Support
Massachusetts Department of Transportation

MassDOT Twitter massrmv MassDOT Facebook MassDOT Youtube MassDOT Blog MassDOT Site Policies MassDOT Developer Resources