RMV: Promise to Customers
Earlier this week, MassDOT Secretary & CEO Richard A. Davey and MassDOT Registrar of Motor Vehicles Celia J. Blue offered a ten point promise to RMV customers. The re-imagining effort comprises current, ongoing and future initiatives that the RMV has in development to better the Registry experience. “We have re-imagined the RMV and are prepared to deliver improvements in the short term and for the next generation of drivers,” said Secretary Davey. “At the core of our ten point promise is the effort to diversify our service delivery channels,” said Secretary Davey. “Our ten point promise is a commitment to our customers,” said Registrar Blue. “It will serve as a roadmap on our way to delivering extraordinary service.”
- Encouraging you to make MassRMV.com your first stop every time – directing you to the most efficient service and adding new transactions, no wait for 35+ transactions today at MassRMV.com.
- Growing our customer service representative team – backfilling and hiring to serve our branch customers with the most complex transactions in a timely manner, exploring part-time positions to reduce the lunchtime crunch time.
- Professionalizing the frontline – Striving to deliver extraordinary customer service by developing employee performance standards, incentive programs and designing uniforms.
- Modernizing facilities & marrying transportation functions – improving existing facilities, designing new branches, prioritizing proximity to transit services and adding E-ZPass service centers.
- Renewing your photo on your own – deploying FasTrack self-service kiosks to allow customers in good standing to renew their license/ID on their own, leaving customer service reps to focus on more complex transactions.
- Meeting you where you are – continued pursuit and expansion of public private partnerships with industry partners like AAA, dealerships, driving schools, health care providers and insurance agents.
- Giving you back your time – saving customers millions of minutes by offering call back service and customer appointments at 857-DOT-8000.
- Answering questions & resolving customer issues in new ways – introducing online live chat, expanding our telephone self-service system at 857-DOT-8000.
- Delivering real time wait times to meet your schedule – procuring a new queuing system to help you manage your time and adding mobile app appointments.
- Modernizing our licensing & registration system – implementing a 360 degree customer view that will revolutionize how the public interacts with the RMV.
We have been working closely with the RMV Modernization Team and will continue to advocate on your behalf and represent your interests as the RMV designs/implements its new automation system.
As always, please feel free to contact Donna McKenna or Kathy Cormier by phone at 800.972.9312 or 508.634.2900 or by email at dmckenna@massagent.com or kcormier@massagent.com.