Patrick-Murray Administration Launches Online Booking for New Drivers
Newest customer convenience takes the hang-up out of scheduling road tests

(Boston-June 1, 2010) As part of the Patrick-Murray Administration's ongoing efforts to strengthen customer service and reduce wait times at the Registry of Motor Vehicles customer service center, MassDOT Registrar Rachel Kaprielien today announced that road tests can now be booked online at www.massrmv.com. The newest customer convenience to the RMV online branch could help reduce the demand on the call center by approximately 260,000 callers a year. In the last 18 months, MassDOT RMV has made the online branch at www.massrmv.com the busiest by adding a dozen new website transactions which resulted in 39% more customer traffic.

"Governor Patrick has directed MassDOT to focus on making our customer's experience easier, safer and more efficient. This initiative is a part of that effort," said MassDOT Secretary and CEO Jeffrey B. Mullan.

Callers who want to book a road test represent less than one percent of the 2.4 million calls RMV customer service agents answer a year. But the majority of those callers seek road tests during the summer, so the impact on the call center is expected to be immediate in reducing the time a caller has to wait on hold. In addition, MassDOT announced last week that 42 new customer service representatives will be added to front-line registry services which will include six new call center agents.

"In keeping with Governor Patrick's commitment to improve customer service through transportation reform and innovation, MassDOT is giving drivers another option in booking a road test for a new license," said Registrar Kaprielian. "For nearly two decades, drivers could only make appointments through the phone center. Online booking means they no longer have to wait to book an appointment."

MassDOT RMV examiners conduct 2,500 road tests a week at 29 locations throughout the state. During a two week test launch of the new online feature, more than 1042 permit holders booked a road test through www.massrmv.com. Those who prepay for the exam when they book online also save themselves a trip to an RMV branch once they've completed the road test.

MassDOT RMV Division serves more than 4.6 million drivers at 30 branch locations and online at www.massrmv.com. In the past two years, the RMV has added more than a dozen internet transactions to the website enabling customers to apply online for a first time license or convert an out of state license and then schedule a branch appointment; renew a license, ID, and registration; order a driving record, police crash report and Fast Lane transponder; view the status of a license, registration, driver education certificate and title; sign up for a license renewal reminder and organ and tissue donation as well as cancel a registration plate.

For transportation news and updates visit MassDOT at our website: www.mass.gov/massdot, blog: www.mass.gov/blog/transportation, or follow MassDOT on twitter at www.twitter.com/massdot.

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