For Immediate Release: 10/27/2014
CONTACT: MassDOT Press Office: 857-368-8500

Reimagining The RMV: A 10 Point Promise To Our Customers

BOSTON -- Tuesday, October 28, 2014-- Today, MassDOT Secretary & CEO Richard A. Davey and MassDOT Registrar of Motor Vehicles Celia J. Blue offered a 10 point promise to RMV customers. The reimagining 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.”

1. Encouraging you to make your first stop every time – directing you to the most efficient service and adding new transactions, no wait for 35+ transactions today at

2. 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

3. Professionalizing the frontline – Striving to deliver extraordinary customer service by developing employee performance standards, incentive programs and designing uniforms

4. Modernizing facilities & marrying transportation functions – improving existing facilities, designing new branches, prioritizing proximity to transit services and adding E-ZPass service centers

5. 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

6. 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

7. Giving you back your time – saving customers millions of minutes by offering call back service and customer appointments at 857-DOT-8000

8. Answering questions & resolving customer issues in new ways – introducing online live chat, expanding our telephone self-service system at 857-DOT-8000

9. 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

10. Modernizing our licensing & registration system – implementing a 360 degree customer view that will revolutionize how the public interacts with the RMV

In 2009, the Massachusetts Department of Transportation (MassDOT) was created to unify the state’s various transportation agencies. MassDOT now includes the Highway Division, the MBTA and Rail Transit Division, the Aeronautics Division, and the Registry of Motor Vehicles.  MassDOT is committed to providing a safe and reliable transportation system to all those who travel in the Commonwealth and works to deliver excellent customer service. MassDOT has been nationally recognized for its innovative approach to transportation, including the Accelerated Bridge Program, the “Where’s My Bus and Train?” apps and “Fast 14” work.  For more information, visit MassDOT at our website:  blog:, or follow MassDOT on twitter at   and Facebook at





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