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For Immediate Release: 04/12/2013
CONTACT: MassDOT Press Office: 857-368-8500

MassDOT Preps Customers for Busy April Vacation at RMV
Unveils new wait-time tools, RMV sees record license renewals online in March

BOSTON (Friday, April 12, 2013)— Ahead of April school vacation, one of the Registry’s historically busiest weeks, MassDOT today unveiled new tools to help its customers better understand wait-times to plan their branch business and continued its push to drive customers online instead of in line.

“At MassDOT we are striving to manage customer expectations to improve the overall customer experience. We have received positive feedback from our MBTA’s countdown clock project and the installation of real time travel information along Interstate 93,” said MassDOT Secretary & CEO Richard A. Davey. “Registry customers also deserve that level of transparency when it comes to branch wait-times.”

At all 30 branches, Registry visitors are being shown, on the Motor Vehicle Network screens, average wait times, staffing levels and customer volume from the most recent month and how those figures compare with that month in the prior year.

Across the board, customer volume has increased while staffing levels have decreased from 2012 to 2013. In most instances, this has resulted in a slight uptick in average monthly wait times; but other branches have shaved minutes off their wait times through performance management and continued dedication from front line customer service representatives.

“This comparative information gives customers an honest look at our operations and holds us accountable,” said Registrar of Motor Vehicles Rachel Kaprielian. “Customer wait times are the Registry’s most important metric and in these lean fiscal times we are managing our resources effectively.”

This month to month data supplements the existing wait ticket system, which cannot account for a complicated transaction taking place immediately ahead of you. Staffing levels have fallen from 331 last year to 307 currently.

Last year during April Vacation, the RMV served 57,258 customers who waited an average of 35 minutes in the branch. More and more customers are turning to online transactions, where there is no wait.
In March, customers performed a record number of license renewal transactions online on the Registry’s new website, , which debuted in February. More than 24,000 customers renewed online. In a typical month that figure is between 21,000 and 22,000.

“These new tools are a great example of how we can provide services to taxpayers in a smarter, more cost efficient, and more convenient way. With upgraded technology, and by transitioning services to an online approach, the Registry of Motor Vehicles can save money and resources, while cutting down wait times and providing customers with a simpler, more convenient way of doing business with the RMV,” said Senator John F. Keenan

“We need to value taxpayer time as much as we do their dollars and I applaud the RMV for taking steps to make conducting business easier and more transparent for Massachusetts residents,” said State Senator Brian A. Joyce.

This week the Registry also called upon tools available through MassDOT’s Highway Division to help decrease branch traffic over the next week. Electronic message boards across the Commonwealth have displayed a message urging customers to visit before heading out to stand in line at branch.
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