Patrick-Murray Administration Leverages New Services to Reduce Lines at RMV Branches
New Web Service and Branch Kiosks Give Customers More Choices for Canceling License Plates

Registrar Kaprielian demonstrates the new self-service kiosk for plate returns

(BOSTON) - As part of Patrick-Murray Administration's reform plan to strengthen customer service and make transportation agencies more accountable, the Massachusetts Department of Transportation (MassDOT) today introduced two new Registry of Motor Vehicles initiatives that will eliminate the need to wait in line and make it easier for customers to cancel and return their license plates.

"Nobody likes to wait in line, and that's why we have expanded the RMV's online transactions by over a dozen in the past few years. Taking care of business on the RMV's website rather than going into a branch is easier for residents and more cost-effective for taxpayers," said Governor Deval Patrick.

Every month, an average of 45,000 customers visit a branch to cancel their vehicle registrations. Previously, they had to wait in line to turn in their plates and receive proof of cancellation. Now, customers have two new options for canceling their old license plates:

  • Option 1: Visit the RMV's online branch at www.massrmv.com to verify plate cancellation. The customer will be instructed to destroy or recycle their license plates and need not visit a branch to return them.
  • Option 2: Under a pilot program available in the Watertown branch and expanded to Wilmington, Worcester and Plymouth by the end of the month, customers will be able to return their plates using a touch-screen kiosk in the branch lobby without waiting in line. Customers will use the touch-screen kiosk to print their own cancellation notices and deposit their canceled plates into the kiosk.

"These two new plate cancellation options will make life easier for our customers and improve efficiency at the RMV," said Registrar Rachel Kaprielian. "Every day, thousands of people go to our branches to complete transactions they could have easily done online. Now, we've given them yet another opportunity to avoid waiting in line."

The online plate cancellation transaction, added to www.massrmv.com during a soft launch last month, has so far been used by 3,230 customers. RMV programmers are investigating the potential for adding other simple registry services to the self-help kiosks, such as paying citations.

Over the last 18 months, the RMV has also added a new interactive licensing service and a dozen transactions to www.massrmv.com, which has increased online customer service by 39% and has made the online branch the busiest in the MassDOT RMV Division.

Customers who apply for a new license or want to convert an out-of-state license can now perform most of the paperwork online and be fully prepared and save time to complete the transaction in a branch. Online services include license and registration renewals, ordering a Fast Lane transponder, driving record and crash police report, reviewing a registration, title, or lien, and signing up to be an organ and tissue donor.

"The RMV is focused on providing efficient customer service, especially during these difficult fiscal times" said Registrar Kaprielian. "By encouraging more customers to use our online branch, mail in program or automated phone services for simple transactions, we can give provide better service for those customers who need to visit a branch with more complicated transactions and individualized needs."

To visit our online branch and join the new electronic reminder service for license renewals, go to www.massrmv.com. For the latest information about Massachusetts transportation, visit our blog at www.mass.gov/blog/transportation or follow us on twitter at http://twitter.com/massdot.

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